"Happy New Year 'Sweetie'! What can I get you?" "Hey 'Honey', let me help you with that?" "Let me put you on hold, 'Doll', while I check for you." Aaaaggghhh! I don't know these people?!!! Do they think they know me well enough to forego all formalities? Why are they using such familiar terms upon our first encounter? I can actually feel the hairs on my neck stand up one by one when I hear these names. In a society that is often much less personal than it used to be, this is the other extreme...way more personal than appropriate. READ MORE

Money! Food! Shelter! And Love! The four cornerstones of life. Hotels plug into this formula when they provide food and shelter to guests in exchange for money from guests. But what about love? When "love is in the air" life seems so wonderful. When "wonderful" happens to guests, "wonderful" also happens to the hotel's bottom line. How do hotels get 'love in the air 'and why should it matter? When guests visit any hospitality venue, all their senses are potentially in play and can be turned on...or turned off. Each employee contributes to the comprehensive experience and mood of any guest, whether they are on the frontlines or behind the scenes. Guests will feel the impact of any inconsistencies along the way. Those organizations that create a consistent feeling of the desired service ambiance at every point of contact will be rewarded by guests who want more. READ MORE

What happens when guests enter a restaurant and before they even decide what they want, they see the word "NO" implying the message "you can't have that" before they even ask? How do policies like "No substitutions" and "No exceptions" affect both guests and employees in service delivery? Many guests have nutrition, health and diet issues as well and don't want to feel 'punished' for having particular needs or requests. What options do hoteliers and restaurant managers have or should they have when guests want to switch a side dish or request a substitution? How can employees be trained to manage exceptions with exceptional service? Read "No Substitutions, No Exceptions, No Service!" to explore concrete ways to substitute the word "Yes" in these service scenarios. READ MORE

Fancy places, high prices and then the record scratches. It's a mystery! It's amazing how hard a team will work, how many dollars they will spend to create services and amenities, then they scrimp on the one item or miss the one key point of contact and the service impression unravels. Many times, no one understands or knows why it happens. What service no-no's take away all of the hard work? How can hoteliers learn to trace and track service mysteries? Hospitality leaders need to go above and beyond to solve any potential service faux pas. READ MORE

It sounded good. It looked good. But did it really end up being good? Misleading hospitality messages turn potentially loyal guests into untrusting souls and those who won't come back. And since one bad story usually gets retold 10-20 times, each time with a bit more horror and drama (we all love to exaggerate and tell the bad stories), the long term impact and deterrent marketing can be powerfully disturbing. As the Halloween season winds down, make sure using disguises is not a year round event relative to service delivery. Consider evaluating if your messages simply lure guests in or if they really deliver what the message promised. When hotels or other organizations promise hospitality on a variety of levels and the guest signs on, excuses and problems are not an option. READ MORE