Category Archives: Guest Experience Management

Service in the Bedroom: Making Experiences Memorable

You have arrived, your moment of anticipation is here, you are about to open the door to your sleeping chamber for the night, also your temporary living quarters. You are about to experience perhaps the strongest impression making moment of … Continue reading

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Employees touch, tarnish memories

My companion and I had just dashed out of the Crowne Plaza Hotel near Miami International Airport in a hurry, late for our next appointment. We started to open the car door only to realize we misplaced the keys. We … Continue reading

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Guest Experience Management: Driven by Genetics, Environment or Both?

When my feet were hurting after three hours of delivering a workshop in Doha, Qatar in the Middle East to over 100 hospitality and concierge professionals, I asked my host, Randy Santos, the Les Clefs d’Or Chef Concierge of the … Continue reading

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Getting Dimensional About Guest Experiences

Tangible tasks, creative designers, innovative architects, accurate measurements and efficient operations lead to getting the physical dimensions of a hospitality environment right. Though physical, these elements have the power to evoke emotions, set the stage, and greatly impact the guest … Continue reading

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Cultural Inspiration on Service

Click here to download the full article in English and Chinese! Greetings! Aloha! Kia Ora! Hey y’all! Bienvenidos! Bienvenue! Saa wee da ka or Saa wee da krap! Welcome! What happens when these words of greeting from different cultures are … 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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Perceptual Sense Essential to Guest Service in 2015

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. And, while … Continue reading

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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

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Complimentary Service That is Uncomplimentary to Service

It is better to give than to receive… right? What happens when hoteliers give a complimentary stay or experience, a “comp”, to support a special program or fundraiser and the recipient, the lucky “comp” winner, shows up to experience their … Continue reading

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Sixth Grade and Service Excellence!

Recently I was asked to speak to Midde School students at my son’s school, Pine Crest School, in Fort Lauderdale, on 21 Century Skills to encourage building expertise and adaptive abilities. As one of six featured speakers from a variety … Continue reading

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