Photo by Bill AptonRead More

Time is precious. Are your business’s policies and procedures respectful of your customer's time?Read More

The hospitality industry should be hospitable—a term generally defined as “warm” and “generous.” This warmth and generosity should form the baseline of all hotels’ quality standards, let alone those of a luxury hotel.Read More

It always makes sense to do everything within your power to delight your customers, clients and guests. Shutting them down one day may ultimately result in the same thing happening to your business the next!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

Many of us don't really KNOW for sure what we are doing, just that we have to keep doing it.Read More

This is the last of my series of four posts about happiness, inspired by Shawn Achor,  a Harvard graduate, author of The Happiness Advantage and founder of Good Think, Inc. His talk at the recent concierge congress in Boston continues to motivate me! He talked about two scientifically substantiated concepts that were completely new to...Read More

Isadore Sharp built and opened a modest 125-room hotel in Toronto, Canada in 1961, after founding his small hospitality company the previous year. Now, fifty years later, the name of his company is synonymous with the ultimate in luxury and exceptional service:  Four Seasons. What’s the secret to Mr. Sharp’s success? At the 58th U.I.C.H...Read More