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
Here in the United States, we’re heading into what will hopefully be a busy week for hospitality as we welcome vacationing guests into our hotels, resorts, restaurants, and stores. A primary responsibility of hospitality leaders—often neglected during peak weeks such … Continue reading
I’ve noticed there’s an aversion in our culture to setting clear expectations, and it is happening at great personal and professional cost. I believe it is the direct cause of a lot of the issues we have in our businesses and … Continue reading
