Category Archives: Guest Experience Management

The Mask – Hospitality’s NEW Superpower!

Superman has his cape! Black Panther has his Vibranium! Wonder Woman has her Lasso of Truth! Thor has his hammer! These superheroes capture our imaginations and our hearts with their adventures and special gifts but what about the rest of … Continue reading

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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 … Continue reading

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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 … Continue reading

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Organic Service: Adapting Experiences to the Experience

Organic! That word is everywhere in today’s world. Consumers are seeking Organic food for healthier lifestyles. Restaurants are showcasing more Organic menu creations and even growing their own organic gardens. People are choosing more Organic lifestyles and exploring ways to … Continue reading

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3D Service – A New Dimension in Service Excellence

Reprinted with permission of hotelexecutive.com Get your 3D glasses ready! The renaissance of 3D movies is taking the entertainment industry by storm as audiences are drawn deeper into the many dimensions of a film. Physical and visual affects powerfully enhance … Continue reading

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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

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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

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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

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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

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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

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