- Service excellence through leadership, training, management, and marketing in the hospitality industry.
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
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
A friend of mine just returned from a vacation trip to Las Vegas. The first thing she told me was how nice her hotel was. I pressed her and asked, “What did you like about it?” You’ll never guess. Even … Continue reading