As a customer service expert and educator, I teach service providers to listen deeply, ask questions thoughtfully and observe closely to understand the human needs behind every interaction. Especially in the world of hospitality, this often requires an understanding of the other person’s differences, whether they are cultural, religious, gender-specific, individual, et al.Read More

I love watching the synergy of art and science at its best and was absolutely captivated during my dining experience at the MGM Grand’s eminent restaurant, L'Atelier de Joël Robuchon at MGM Grand. With its open kitchen, the science underlying the preparation of the food is in plain sight.Read More

In continuing my series on the MGM Grand in Las Vegas, I can’t help but dedicate one of this month’s posts to the delightfulness of one of their fine menus — a sumptuous list of 15 exquisite pillows.Read More

I am dedicating November’s blog posts to the MGM Grand in Las Vegas, where I recently delivered a special inspirational talk.Read More