Over the holidays, I met a very interesting character named Donnie Tash. Donnie, a close friend of an old friend of mine, recently designed and developed an awesome website called The Psychic Library. The entertaining and informative site assists viewers in making sense of a wide range of metaphysical subjects we have heard of but...Read More

I was visiting a friend at her concierge desk a couple of days ago when she showed me a quote she has hanging behind her desk: She told me it has helped her to understand and have patience with people throughout her career. I instantly related to the quote by my favorite writer, Anonymous, as...Read More

One of the most important lessons I learned in the hotel business is the following adage: Nothing sounds sweeter to a customer than the sound of his or her own name. For many, that is easier said than done. Participants in my concierge training programs are always telling me how bad they are at remembering...Read More

A reservation confirmation is such a mundane, necessary function that it is hard to think of it as an opportunity to make an emotional connection and yet it most definitely is just that. As I made arrangements for a speaking engagement in Arkansas, I received three reservation confirmations. The one from a chain hotel was...Read More