Monthly Archives: August 2015

Don’t just be a ‘no’ at all

“No, we don’t have that information in our system.” “No, we cannot retrieve your data and locate your lost item.” “No, we are unable to switch your hospitality suite to the one you confirmed over six months ago, even though … Continue reading

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Those who are last can be first

Imagine being in last place – 14th out of 14 for quality, service and cleanliness. Imagine your property secured this unwanted ranking even after a $7 million dollar renovation and a location in one of tourism’s hotbeds. Consider this scenario … Continue reading

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How to short-circuit guests’ expectations

Recently, while checking on the status of my telephone bill, after several layers of voice mail greetings and directions, a recorded voice told me someone would be with me “shortly.” Every two to three minutes, the prerecorded voice would return, … Continue reading

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Technology Trauma May Cause Guests to Need the ER-Emotional Recovery

Please press “1” if you are frustrated, please press “2” if you are annoyed and please press “3” if you just want to SCREAM about technology replacing human resources and decision making!!! According to Professor Stephen Hawking, one of today’s … Continue reading

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Where Were You When the Lights Went Out?… How to Handle a Hurricane

“Windy weather, windy weather, when the wind blows, we all come together.” The wind really blew in Florida during Hurricanes Charley, Ivan, Frances and Jeanne and this simple children’s rhyme represents how Florida’s hospitality industry responded. Faced with an unusually … Continue reading

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Good Night Guest… Good Night Service?

It’s late, it’s dark and it’s time for bed. Guests who arrive past dinner time are usually not in the best of moods. They have traveled far, have left the comfort of their homes and may have had some challenges … Continue reading

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Service folly in the season to be jolly

The rush is on. Parking lots are full. Lines are long. Phones are busy. Anxiety is high. It’s that holiday time of year and the wish list challenge is under way. Merchants and retailers everywhere are in the midst of … Continue reading

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Service Excellence: The Bottom Line of Leadership

Imagine arriving in a lush yet primitive island environment with a new baby in tow…the first real family vacation since adjusting to parenthood. As might be expected in a less developed country, island services led to several initial frustrations, mostly … Continue reading

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Taking Greatness for Granted

Ever heard the expression, “a legend in his or her own mind?” I first heard it when working with a man who was a legendary artist and designer. After dealing with his ego and self-adulation, one of my co-workers noted … Continue reading

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Roberta Nedry featured on USA

Hard times send hotel industry into ‘survival mode’ By Gary Stoller, USA TODAY To cut costs, hotel employees now perform a variety of tasks, says Roberta Nedry of Hospitality Excellence, which provides service training for hotel employees. Some brands have … Continue reading

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