Category Archives: Emotions, Senses & Behaviors of Services Excellence

The Power of Ambiance Design

Money! Food! Shelter! And Love! The four cornerstones of life. Hotels plug into this formula when they provide food and shelter to guests in exchange for money from guests. But what about love? When “love is in the air” life … Continue reading

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Nervous Service

“Well, shake it up, baby, now, ( shake it up, baby ) Twist and shout. ( twist and shout ) Cmon, cmon, cmon, cmon, baby, now, ( come on baby ) Come on and work it on out. ( work … Continue reading

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The Gestures of Service

PLEASE light my candle! All the other table candles in the restaurant were lit, except ours. The time was twilight and we had a water view from our table. PERFECT timing for a lit candle. Our nice setting quickly became … Continue reading

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The Smells and Swells of Service

Ahhh…the spa! Check the real world at the door, breathe in the fresh, pure environment, and sink into a relaxed state of mind. As the anticipated therapy begins and the senses prepare to absorb the ‘wah’ of the moment, the … Continue reading

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Making a Mess out of Service

A man sitting in a restaurant was waiting for his soup appetizer. When it arrived, the man noticed a fly in his soup. He summoned the waiter and asked, “Waiter, what is this fly doing in my soup?” The waiter … Continue reading

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The Power of Welcome… Hospitality Beyond Property Borders

What makes us feel welcome, comfortable, appreciated in any environment? What kinds of emotions are triggered when we experience a welcoming feeling –and when we don’t? How do hoteliers instill the spirit of welcome in their teams and create a … Continue reading

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New VIP Hotel Experiences

Hotels are increasingly using secret programs, as well as extraordinary and extravagant service, to cajole loyalty from their best customers. “I challenge everyone on my team to be creative and to provide important clients with their own personalized VIP service,” … Continue reading

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Check out the bathroom as a service indicator

The elegant towel dispenser doesn’t have any towels. Trash is overflowing in the imported wicker wastebaskets. And large splotches of water cover the beautiful marble sink counters.These are signs of a restroom that may be taking a rest from service. … Continue reading

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Pineapple Service: The Smallest Gestures Can Make The Biggest Impressions

It’s the small things that matter. Big things come in small packages… it’s the little things that count. This is especially true in the hospitality industry. The littlest efforts can make the biggest impressions. They show a degree of caring … Continue reading

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How a Tissue Box and a Pepper Shaker Rocked My World

Chilled champagne in a silver bucket, chocolate -covered strawberries, spectacular floral displays, elegant upgrades and décor, delicious chef creations, limousine luxury and red carpet treatment…each of these are extraordinary gestures and touchpoints in the world of hospitality. These examples are … Continue reading

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