- Service excellence through leadership, training, management, and marketing in the hospitality industry.
Managing conflict is even more difficult when neither party is wrong. Imagine two event managers–one with 20 years of experience, the other a few years out of college. Each with his own idea for how to work on a common … Continue reading
By now you’ve heard about the Australian radio DJs who called the pregnant Duchess of Cambridge’s hospital and received information about her health. You’ve also heard about the staffer who transferred the call committing suicide. This was a tragic situation, yet … Continue reading
Amongst the clutter of my friends’ Facebook statuses, one posted on Monday caused me to pause. I’ve been thinking about it all week. Sad, no? I’m preaching to the choir. If you’re on this site you don’t need this … Continue reading
ABC News ran a feel-good story about a little girl being reunited with her plush Elmo after forgetting it at a Ritz-Carlton property. Upon receiving a phone call from the desperate parent, the Ritz identified the missing plush, created a … Continue reading
Imagine two identical pieces of day-old chocolate cake, placed on separate napkins. On the left, the nameplate reads, “Chocolate Cake.” On the right, the nameplate reads, “Belgian Black Forest Double Chocolate Cake.” This simple name change has several results: Customers … Continue reading