Monthly Archives: August 2015

Top Hotel Executives Reach Out to Les Clefs d’Or to Survive Economy

HIGHLIGHTS OF TOPICS DISCUSSED DURING BREAKOUT SESSION REVENUE: Distribute report to all department heads wirh revenue generated by concierge desk Identify traditional and non-traditional revenue streams, such as vendors Build a relationship with your GM & Controller Create code in … Continue reading

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Iceberg of Ignorance’ leads to chilly service

Imagine an iceberg, appearing on the horizon of the Atlantic Ocean, during one of our hot, sunny days in South Florida. Imagine the flurry of activity to admire and analyze this unusual phenomenon. As we examine its structure, we discover … Continue reading

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Don’t Throw Service into the Penalty Box! Lead the Way to Winning Results and Guest Scores!

“Leadership is lifting a person’s vision to higher sights, the raising of a person’s performance to a higher standard, the building of a personality beyond its normal limitations.” This quote from Peter F. Drucker captures the essence of how to … Continue reading

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‘Have a Nice Day’… or Not!

I remember shopping for shoes in Edinborough, Scotland one year. As I concluded my purchase, the sales clerk laughed knowingly with his co-worker when he said “have a nice day!” We had developed some rapport during our purchase so I … Continue reading

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How Much to Tip at Hotels & When: USAToday.com

How much to tip at hotels, and when: A primer for guests By Gary Stoller, USA TODAY “It is not the guest’s responsibility to make up for a drop in a hotel employee’s earnings during a recession,” says Roberta Nedry, … Continue reading

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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

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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

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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

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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

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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

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