As I talk about in my books and customer service training programs, concierges—and all service providers—can experience stressful days. Going to work happy can act like a shield to ward off negative feelings and help you think clearly when faced with problem situations. Here’s more from Shawn Achor, author of The Happiness Advantage and founder of...Read More

According to Shawn Achor, Harvard graduate and author of The Happiness Advantage, happiness does not result from success, but rather success flows from happiness. In fact, every aspect of our lives is enhanced by happiness, including finances, romance, health and relationships with friends and family. There’s actually scientific research to prove it. You might call...Read More

I love my work bringing customer service training—concierge style—to organizations of all kinds. It makes me happy, and I am good at it. At a recent concierge conference, I learned from speaker,  Shawn Achor , that there is a cause-and-effect relationship at play here:  It seems I’m good at what I do because it makes me happy....Read More

Service with Enthusiasm I couldn’t resist sharing this recent post, entitled Location, Location, Enthusiasm, by Bert Berkey from Hotels Magazine’s Blog. It applies not only to hotels, but any business—whether the product or service you’re offering is hot…or not. Enthusiasm makes all the difference. I’d love to hear your thoughts about how enthusiasm and creativity...Read More

Our profession has received quite a bit of airtime lately!  I was recently interviewed by Peter Greenberg, America’s most recognized front-line travel news journalist. Among other topics, we spoke about my new textbook, The Art and Science of the Hotel Concierge, the intimidation factor associated with concierges, as well as the perils of outsourcing. Let...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

Having been a concierge for 17 years, I thought nothing would surprise me.  But I was wrong. I was recently forwarded an article on the Internet describing—even glorifying—the way a concierge at a five-star hotel arranged appointments with prostitutes for his guests. While concierges are well known for making the impossible possible and going to...Read More