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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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Bathrooms As a Make Or Break Experience – Part IIIn an article written a while ago, I expanded on how important the bathroom is for the overall guestroom experience. It’s such… |
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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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Third Spaces Enrich Guests’ Lives and LoyaltyYou’ve probably heard the term “third space,” and you’ve probably given it some thought. With all the recent shifts in… |
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Ignore the Verbal ChannelIf you’ve ever read a book on body language or perfecting your public speaking abilities, then you’ve probably come across… |