I recently was privileged to be part of the annual conference/gathering of Airbnb hosts from around the world. They call it the Airbnb Open: A Festival of Hosting.Read More

It’s important to remember that we can use our deep desire to serve and our problem-solving skills to save the day, turning complaints into compliments.Read More

One inexpensive heart-felt communication is worth a million dollars of advertising.Read More

I've been thinking a lot about the differences between Airbnb and high-end hotels and decided it has a lot to do with the notion of home.Read More

The philosophy and behaviors that have been honed in the hospitality industry are applicable to any business that has a service component.Read More

Automated thank you machine provides personalized gifts for bank’s loyal customers in stunning TD marketing campaign.Read More

"Make it personal and pay attention to the entire experience" is the mantra of the moment. Of course, there are a myriad of ways to put it into action.Read More

The Internet can never replace a concierge that is thoughtful, knowledgeable and paying attention to personalize a suggestion.Read More

How can you hone your powers of observation and insight and fine tune your communication skills—asking the right questions and actively listening—to make better judgment calls, based on the information at hand?Read More

Mistakes happen all the time. Are your employees empowered with best practices to handle a situation at any given moment, or are they bogged down with company policies that take them away from the fact that true service comes from the heart?Read More