Monthly Archives: August 2015
Attitude can lead to gratitude
It’s not the aptitude, but the attitude that determines the altitude!’ Soaring to new heights in service can be as simple as making an attitude adjustment. While knowledge and specific skill sets are key to good performance in any job, … Continue reading
Delivery Dilemmas and delights define service
Service is only expensive when not received. Think about all the steps involved in procuring a service before we finally get what we want. We look through catalogs, we make phone calls, we visit show rooms and Web sites, we … Continue reading
Customer Service Should Be Offered with Grace
Grace. Some people have it, some people say it, some people show up with it. To be gracious is to be marked by kindness and courtesy, to be characterized by charm, good taste and delicacy, and to be compassionate, markedly … Continue reading
Convention Management Association stresses service
The Professional Convention Management Association (PCMA) represents more than 3,000 domestic and international meeting professionals and supplier partners. Headquartered in Chicago, its members are key decision makers in selecting destinations, hotels and all the suppliers associated with meetings and conventions … Continue reading
Winning first impression is vital
You get no second chance to make a first – and I’ll add lasting – impression. What an understatement in today’s world of guest experience management. Think about where, how and when the initial contact for any hospitality experience takes … Continue reading
A Mosquito Interrupted My Guest Experience
Roberta Nedry Greetings! Late afternoon, lazing in our cabana chairs outside our room, next to the pool, overlooking the beach, waiting for our first cocktail as sunset approached. Our guest experience so far was dreamy and our boutique hotel setting … Continue reading
Go Hard on Soft Service Skills
In today’s world, a lot of times we think HARD is better. Work hard! Play hard! Drive a hard bargain! Hard may mean strength such as “hard as a rock” versus soft which may seam weak as in “Don’t be … Continue reading
Socialagendamedia.com Employee Training Article Series
Roberta Nedry participated in a series of articles that appeared on socialagendamedia.com. The full article text is available by clicking on the article titles below. Marketing to the Internal Audience – From Low ROI To Cost-Effective Corporate Training How do … Continue reading
Alumni Relations: Team Spirit is a Powerful Service Ally
“We’ve got spirit, yes we do, we’ve got spirit…how about YOU?!!” Remember this simple enthusiastic cheer, from high school sporting events? There was and is nothing like being part of something and showing off your loyalty. When we join an … Continue reading
“Ask the Experts” December 2006
Dear Hcareers User, GROOMING FOR PROMOTION: MAKING A POSITIVE IMPACT SO YOU’RE NOTICED IN THE RESTAURANT AND HOSPITALITY INDUSTRY Grooming is much more than keeping clean and putting on a fresh set of clothes every day. It’s an attitude, a … Continue reading