Several years ago I decided to change from the London Kensington hotel I had been using to one in Mayfair. I shipped a box to the new hotel and a few days later I received a phone call: "Hi Ms. Yokell, this is Michael from the M Hotel in London calling to let you know that your package has arrived". I almost dropped the phone. And I stayed at this hotel for the next ten years. I tell you this because when I read the topic to be covered this month, that memory popped right up. Read on to see what hotels are doing now to entice guests to stay with them. READ MORE

The world and especially the hospitality industry needs LOVE right now. We need to lead with LOVE! In order for this to happen we must Listen with love, take Opportunities, define our Values and bring the 528 hertz LOVE Energy in every interaction. We can deliver Service LOVE once we serve LOVE to ourselves first. Please join us in the Service LOVE movement! READ MORE

So many hotels today are using labor shortages and COVID cutbacks as an excuse for maintaining reduced guest services. But is this wise? From an operational point of view, we need to focus on a general redirection of services and amenities, explore new ways to connect with guests, and adapt an overall "smart service" management mentality in order to set our properties apart. READ MORE

Guest service is an amazing product. You cannot see it, and it may be difficult to decide on one specific definition. You can't take it home as anything; it's just a good experience and memory. This article will focus on guest service and how the hospitality industry -- and more specifically the lodging sector -- are adapting and changing guest service expectations. READ MORE

If you're dedicated to crafting off-the-charts guest experiences, you're hyper-focused on internal and external guest reviews. You and your team passionately, and constantly, "drive for five." You understand and appreciate the power of guest reviews, so you do all that you can to exceed guest expectations and deliver on your brand promise. After all, the numbers don't lie, right? READ MORE