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
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
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
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
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
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
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
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
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
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