In response to the economic downturn, luxury hotel chains have taken two very different—in fact, directly opposite—tacks when it comes to their concierge departments. One strategy appreciates the profit potential of their concierge team, valuing them as an important component of their brand strategy and a source of referrals and repeat business Not only are...Read More

Isadore Sharp built and opened a modest 125-room hotel in Toronto, Canada in 1961, after founding his small hospitality company the previous year. Now, fifty years later, the name of his company is synonymous with the ultimate in luxury and exceptional service:  Four Seasons. What’s the secret to Mr. Sharp’s success? At the 58th U.I.C.H...Read More

I just had the pleasure of being a guest at the brand new and exquisite Ritz Carlton in Toronto. The hotel had been open for less than two weeks, and it was fun to be the first person to sleep in the room and be served by a staff that was newly enthusiastic and eager to please....Read More

I admit…I am new to the blogoshere. In fact, at first I didn’t understand why I would want one. I quickly learned, however,  that having a blog has a number of advantages: It’s a great tool for organizing information, it’s easy to update and it makes it more likely that information about your business will...Read More