I recently had the pleasure of conducting a concierge training program at the world-class Auberge Resort, Palmetto Bluff, where I was impressed by the way the concierge added a more personal touch to a standard greeting. Whenever she would phone a guest, she would say, “ Hi, this is Pat, your concierge.” In all the...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

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

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