Category Archives: Your Team

What Hospitality Needs to Learn from the Australian Radio DJs

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

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The Facebook Status I Can’t Forget

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

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The Case of the Lost Elmos

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

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Communicating with your team: the “why” and the “how”

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

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Clear Expectations

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

Posted in Leading and Managing, Training and Development, Your Team | 2 Comments