I love my work bringing customer service training—concierge style—to organizations of all kinds. It makes me happy, and I am good at it. At a recent concierge conference, I learned from speaker,  Shawn Achor , that there is a cause-and-effect relationship at play here:  It seems I’m good at what I do because it makes me happy....Read More

Earlier this year, CBS News aired a feature debating the relevancy of thank-you notes in this “paperless and honorless” society–a subject I covered in my book:  The Art and Science of the Hotel Concierge.  An interview with John Kralik, Los Angeles attorney and author of 365 Thank Yous: The Year a Simple Act of Daily Gratitude...Read More

Service Experts Go High-Tech at the Ritz Carleton I just read a recent story in The Independent—a UK-based newspaper offering news and advice. The article discussed how concierges from all 75 Ritz-Carlton hotels have begun using Foursquare, a location-based social networking site, to offer tips on their locale to travelers. The reporter stressed that the...Read More

Service with Enthusiasm I couldn’t resist sharing this recent post, entitled Location, Location, Enthusiasm, by Bert Berkey from Hotels Magazine’s Blog. It applies not only to hotels, but any business—whether the product or service you’re offering is hot…or not. Enthusiasm makes all the difference. I’d love to hear your thoughts about how enthusiasm and creativity...Read More

  Quite literally, the answer is “Yes!” Check out news story about a canine concierge at the Sheridan in Calgary, Canada, which aired on KABC TV Los Angeles. Let me know your thoughts!Read More

Our profession has received quite a bit of airtime lately!  I was recently interviewed by Peter Greenberg, America’s most recognized front-line travel news journalist. Among other topics, we spoke about my new textbook, The Art and Science of the Hotel Concierge, the intimidation factor associated with concierges, as well as the perils of outsourcing. Let...Read More

I recently heard an interesting interview on KCBS all-news radio in San Francisco regarding the future of hotel concierges in our digital world. I was especially interested in this news story, because my new book, The Art and Science of the Hotel Concierge, devotes an entire chapter to this topic. Secondly, I am currently working...Read More