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

In my month of “V” words, I want to spend a little time on one of my favorites, Vision. I love the idea of visioning what we desire and manifesting it, even if we don’t know exactly how it is going to happen. I developed this idea early on in my career as a concierge...Read More

“It is OK to not know. It is just not OK to not find out.” For the last 20 years, I have taught students in my customer service training classes, “I don’t know is half a sentence.” It is a basic premise for a concierge, and many different businesses have adopted the idea, “It is...Read More

As my husband and I we were checking out of an Inn on the central coast of California, we asked the front-office agent for directions. Showing her a driving map of an area we wanted to explore for photo opportunities, I was totally unprepared for her response. She looked up at us briefly and said...Read More

One of the most important lessons I learned in the hotel business is the following adage: Nothing sounds sweeter to a customer than the sound of his or her own name. For many, that is easier said than done. Participants in my concierge training programs are always telling me how bad they are at remembering...Read More

A reservation confirmation is such a mundane, necessary function that it is hard to think of it as an opportunity to make an emotional connection and yet it most definitely is just that. As I made arrangements for a speaking engagement in Arkansas, I received three reservation confirmations. The one from a chain hotel was...Read More

I was staying at a hotel located in North Miami Beach that generously offered complimentary shuttle service to South Beach so their guests could enjoy having dinner in that colorful part of town. I was told to be on time for the shuttle as they leave on the dot. I was prepared for adherence to...Read More

I just visited the Eldridge Street Synagogue on New York City’s Lower East Side. It has been an active synagogue since 1886 and is well worth a visit. Under restoration for the better part of a generation, the building has been transformed into a breathtakingly beautiful place of worship as well as an educational center...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

At the invitation of the Dubai Tourism Authority, I recently traveled to the United Arab Emirates for a speaking engagement. I was really looking forward to the trip, including my flight with Emirates Airlines and a seat in Business Class. I had heard about the airline’s legendary service for quite some time and was looking...Read More