Category Archives: Impressions

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 … Continue reading

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‘Have a Nice Day’… or Not!

I remember shopping for shoes in Edinborough, Scotland one year. As I concluded my purchase, the sales clerk laughed knowingly with his co-worker when he said “have a nice day!” We had developed some rapport during our purchase so I … Continue reading

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How Much to Tip at Hotels & When: USAToday.com

How much to tip at hotels, and when: A primer for guests By Gary Stoller, USA TODAY “It is not the guest’s responsibility to make up for a drop in a hotel employee’s earnings during a recession,” says Roberta Nedry, … Continue reading

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Attitude can lead to gratitude

It’s not the aptitude, but the attitude that determines the altitude!’ Soaring to new heights in service can be as simple as making an attitude adjustment. While knowledge and specific skill sets are key to good performance in any job, … Continue reading

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Delivery Dilemmas and delights define service

Service is only expensive when not received. Think about all the steps involved in procuring a service before we finally get what we want. We look through catalogs, we make phone calls, we visit show rooms and Web sites, we … Continue reading

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Customer Service Should Be Offered with Grace

Grace. Some people have it, some people say it, some people show up with it. To be gracious is to be marked by kindness and courtesy, to be characterized by charm, good taste and delicacy, and to be compassionate, markedly … Continue reading

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Convention Management Association stresses service

The Professional Convention Management Association (PCMA) represents more than 3,000 domestic and international meeting professionals and supplier partners. Headquartered in Chicago, its members are key decision makers in selecting destinations, hotels and all the suppliers associated with meetings and conventions … Continue reading

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Winning first impression is vital

You get no second chance to make a first – and I’ll add lasting – impression. What an understatement in today’s world of guest experience management. Think about where, how and when the initial contact for any hospitality experience takes … Continue reading

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A Mosquito Interrupted My Guest Experience

Greetings! Late afternoon, lazing in our cabana chairs outside our room, next to the pool, overlooking the beach, waiting for our first cocktail as sunset approached. Our guest experience so far was dreamy and our boutique hotel setting exquisite. We … Continue reading

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Mirror mirror on the wall, who’s the fairest of them all?

Remember when the wicked queen stared at herself in the mirror and found that the mirror reflected back someone entirely different? The mirror saw Snow White who embodied more preferable qualities than the queen, which led to that whole poisoned … Continue reading

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