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

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

Having been a concierge for 17 years, I thought nothing would surprise me.  But I was wrong. I was recently forwarded an article on the Internet describing—even glorifying—the way a concierge at a five-star hotel arranged appointments with prostitutes for his guests. While concierges are well known for making the impossible possible and going to...Read More