Monthly Archives: August 2015
Cool by the Pool
As the summer season kicks into gear in many places in the world, hotel pools will become magnets of opportunity for memorable guest experiences. And while the aqua blue colors, refreshing water temperatures and lushly landscaped environments are appealing; moments … Continue reading
The Reality Show of Service
Survivor! The Bachelor and Bachelorette! The Millionaire! The Apprentice and good ‘ol Average Joe! Who is for real these days and why has the issue of reality become so captivating for today’s consumers? Why is “being real” or in some … Continue reading
TOUCH POINT TRAUMA… or Service in Toon Town
“Beep, Beep…could you move your dishes out of the way!” No, the road runner did not just show up at our meal! It was our waitress and she wanted us to move dishes out of the way so she could … Continue reading
The Weight of the Wait… Time is Money!
Waiting: “To dream that you are waiting, is indicative of issues of power/control and feelings of dependence/independence, especially in a relationship. Consider how you feel in the dream while you were waiting. If you are patient, then you know things … Continue reading
Inaugurating Service Excellence into your Hotel
This may be time for each of us to reconsider how to take service to a higher level. In his inaugural address, President Obama urged a new era of responsibility and that we need to give our all to the … Continue reading
Service in the Bedroom: Making Experiences Memorable
You have arrived, your moment of anticipation is here, you are about to open the door to your sleeping chamber for the night, also your temporary living quarters. You are about to experience perhaps the strongest impression making moment of … Continue reading
Employees touch, tarnish memories
My companion and I had just dashed out of the Crowne Plaza Hotel near Miami International Airport in a hurry, late for our next appointment. We started to open the car door only to realize we misplaced the keys. We … Continue reading
Guest Experience Management: Driven by Genetics, Environment or Both?
When my feet were hurting after three hours of delivering a workshop in Doha, Qatar in the Middle East to over 100 hospitality and concierge professionals, I asked my host, Randy Santos, the Les Clefs d’Or Chef Concierge of the … Continue reading
Getting Dimensional About Guest Experiences
Tangible tasks, creative designers, innovative architects, accurate measurements and efficient operations lead to getting the physical dimensions of a hospitality environment right. Though physical, these elements have the power to evoke emotions, set the stage, and greatly impact the guest … Continue reading
Cultural Inspiration on Service
Click here to download the full article in English and Chinese! Greetings! Aloha! Kia Ora! Hey y’all! Bienvenidos! Bienvenue! Saa wee da ka or Saa wee da krap! Welcome! What happens when these words of greeting from different cultures are … Continue reading