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Full Service Versus Limited Service: Who Is the Real Winner?While travelling on business earlier this month, I had the opportunity to compare two outlets of a major chain –… |
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It’s the Little Things That Make the DifferenceDid you ever notice that it is the little, unexpected nuances that grab your attention? From the world of statistics… |
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The Manager of Guest MentorshipMaybe it’s stating the obvious when I say that retaining an existing customer is vastly easier than trying to get… |
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Goodbye Is As Important As HelloI have written and am well aware of the numerous ways that properties focus their attention on building their sense… |
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Nurturing a Hospitality Service CultureRecently, I had the pleasant opportunity of visiting Cornell University in Ithaca, New York and staying at the Statler Hotel… |
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10 Cost-Effective Ways to Invigorate Your F&BYears ago, my sister wrote a book entitled, “Everybody Eats.” While not particularly useful for the average hotelier, the title… |
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TripAdvisor: Mission AccomplishedI have some qualms with TripAdvisor, but I can totally understand the merits that go along with its success, as… |
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We Are Supporting Characters in a Guest’s StoryHotels are all about delivering an experience — bestowing guests with an uplifting story to enrich their lives. At least… |