Lights, camera, action! I often liken the hotel lobby to a theater and the staff as actors. And now we have the Google Glass guest that is the filmmaker.Read More

While simple enough in theory, those on the frontlines of service are often seriously tested by difficult situations. The challenge for management is hiring, training and inspiring their staff to optimize each encounter for the betterment of all concerned.Read More

One of my favorite concepts to share in my workshops is the fine art of what I have coined "Curiosening." It is the fine art of being curious, questioning and listening. It is a trait of all good concierges; without it life must be such a bore.Read More

I had an experience recently that was so absurd as to be worthy of the following question, "If you don’t know an answer, is it better to make something up?"Read More

Without genuine caring for those we serve and a love for what we do, we’re just going through the motions. The experience doesn’t really touch the customer or client and leaves us untouched as well.Read More

What are you doing or could you be doing to stand out from the crowd? How are you applying creativity to your work?Read More

How you react or respond to any circumstance—petty or ponderous—becomes your story and your reality. When you thoughtfully respond to a situation, you have the choice of choosing the tale you’ll step into.Read More

A memorable experience is truly made up of many moments strung together. It is not necessarily about one big thing but a combination of many things.Read More

The fact that everyone has his or her own perception is an important insight when relating to others.Read More

It is our responsibility to keep our energy positive and vibrating at the same levels we wish to attract.Read More