Author Archives: bcncorp

Tour Guiding the Guest Experience

Sometimes I just can’t help myself! I see a darling couple, standing on the restaurant dock, taking photos of each other. I must leave my own meal and partner to offer to take a photo of them together. I just more »

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Please Use the “F” Word!!

Relax! Not that ‘F’ Word! This ‘F’ stands for Feelings, which are critical to any service interaction or guest experience and they must be front and center to make meaningful emotional connections. Whose feelings you might ask? Yours, theirs and more »

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Take the Service Elevator to the Top Floor

Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? more »

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Cultural Inspiration on Service

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Global Warming: A Weather Proof Strategy for Hospitality and Service Success

There’s nothing like warmth, when it comes to hospitality, that blanket of welcome that surrounds a guest or customer when caring and proactive efforts cause greater comfort to happen while making frigid moments forgotten. As guests contemplate their seasonal choices more »

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Values Based Recognition Impacts Employee and Customer Loyalty!

One thing I have learned in my many years of employee and organizational development is that outstanding employee performance is often the result of managers connecting with and engaging their employees; engaging both their heart as well as their minds. more »

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LA DOLCE VITA at Maison 25

During a recent trip in southern Italy, specifically on the beautiful island of Ischia facing Naples I had the pleasure of staying at Maison Twenty-Five bed and breakfast. The location is close to everything desirable, but the one element that more »

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A Question of Ethics – Elaine Oksner

During my career, I have often lectured my colleagues in the hotel industry about ethics. The test to use to decide if something you are contemplating doing is ethical, is simple. Ask yourself this question: “If this appeared as a more »

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Crew can choose between complaints, compliments

Does it really matter if guests are happy all the time or are complaints just a part of the charter business? Does service, especially exceptional service, count as a decision-making factor for today’s guests? What is the impact, if any, more »

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Steer service through storms from the inside out

As soon as our feet touched Bahamian soil outside the airport gates, our driver greeted us with the warmth and familiarity of an old friend. The first point of contact can be such a mood setter and truly steer any more »

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