Last week I checked in curbside at Virgin Airlines and the baggage checker refused a tip. A few nights later, I presented a tip to a valet parker at the Grand Reunion Resort in Orlando and he also refused the gratuity. Twice in one week? Could it be a trend? Just when I was wondering...Read More

Recently, a close friend that is going through a transition temporarily moved into my home. Lucky for me, Diana just so happens to be a professional chef. While watching her cook, I have learned many amazing techniques to quickly create delicious meals with simple ingredients. (A side note: Amazingly, I have lost 5 pounds since...Read More

Over the years, I have developed a number of techniques for managing conflict resolution and customer relations. One of the most valuable that I like to share in my trainings is letting go of being right for which I coined the phrase “Being Right Is The Booby Prize.” It is a time management tool that...Read More

Working with my peers in Dubai and Qatar brought to life the prayer I have been saying several times a day for years. A few years ago I came across a small book at a flea market called, “The Prayer Of Jabez: Breaking Through to the Blessed Life.” It caught my attention because I had...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