Monthly Archives: August 2015
Perceptual Sense Essential to Guest Service in 2015
Virginia Casale Understanding how to anticipate, interpret and deliver guest needs and desires in an ever more complex world of choices and communication channels will require humans who can subjectively jump in to any situation to deliver and exceed expectations. … Continue reading
Accounting for Service: How to Make Financial Roles Fantastic
Making service sense out of those that manage the dollars and cents of any hospitality business is a key but often overlooked part of any service culture. Hospitality leaders may go out of their way to pay the bills, secure … Continue reading
Engineering Service
Engineers are the “fix it” squads who make things tick, click and stick to ensure that a property operates smoothly and without inconvenience to the guest. In fact, engineers don’t just do their jobs: they provide some of the most … Continue reading
Creating Service Athletes: The Golden Rewards of Cross-Training
As the year 2004 approaches and the historic return of the Olympic games to their ancient birthplace in Greece gears up, athletes will take center stage as we all watch their journey to be the best in the world. Competition … Continue reading
Today’s Concierge – A Role Model of Service Excellence and Profitability
Concierge… the word appears almost everywhere these days as the ultimate symbol of personal service. No longer only the domain of the hotel lobby, the word “concierge” is appearing across all industries as an individual, whole departments and even virtual … Continue reading
Hotel Concierge: Tips on Combining Technology and Hospitality to Increase the Bottom Line
By Holly Stiel, President, Thank You Very Much Inc. I have heard it said that necessity is the mother of invention and that desperate times require desperate measures. These old adages are certainly playing themselves out through the big changes … Continue reading
Local Knowledge – Global Reach: InterContinental Hotels & Resorts Uses Concierge Expertise to Market Brand
By Marjorie Silverman, Honorary President, Union Internationale des Concierges d’Hotels, Les Clefs d’Or In late 2006, InterContinental Hotels & Resorts (IHG) launched an “evolved brand positioning dedicated to providing local, authentic and enriching travel experiences to guests around the world … Continue reading
Using Hospitality as a Disguise: Are you Delivering Your Promises?
It was a dark, scary night. The wind was howling and the lights were flickering. The hotel sign noted “friendly service” so we ventured in, hoping to find a reassuring face. Our overworked and traveled souls were craving a super … Continue reading
Why Do Guests Need a Concierge?
By Elaine Oksner, Guest Service and Concierge Trainer, Hospitality Excellence, Inc. The Concierge profession has changed over the years, but never more so than in this new century. Before the advent of the internet and other amazing technological tools, hotel … Continue reading
Concierge Cross Selling Strategies
By Elaine Oksner, Guest Service and Concierge Trainer, Hospitality Excellence, Inc. Recently, at a charity fund raiser in South Florida, I chatted with a number of my concierge colleagues about the state of the economy and the impact it is … Continue reading