Smart phones are wonderful tools that allow us to be in constant contact, but sometimes their owners can be distracting and downright rude.Read More

The co-existence of classical and modern architecture in London had me thinking about how modern technology can exist in harmony with good old-fashioned, personalized customer care.Read More

My friend Nanci Sherman, www.cureforthecommonhotel.com, and I are playing with the idea of adopting pet peeves in order to transform people’s thinking about them. Here is my pet peeve of the moment. I hope someone is taking notes… What is up with all these high-tech hotel rooms? Maybe front desks should allow guests the option...Read More

Service Experts Go High-Tech at the Ritz Carleton I just read a recent story in The Independent—a UK-based newspaper offering news and advice. The article discussed how concierges from all 75 Ritz-Carlton hotels have begun using Foursquare, a location-based social networking site, to offer tips on their locale to travelers. The reporter stressed that the...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

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