Remember that old game of telephone where one person whispers a sentence in the next person's ear and the sentence is repeated around the room. By the time the sentence is repeated aloud by the last person, it has very little resemblance to the original. Is it possible that the brand message of your company is suffering the same fate? READ MORE

There is a new wave of advocacy for mediation that is beginning to build within the hospitality industry. Industry vet Steve Belmonte believes that when you have the choice of mediation vs. litigation, the answer is simple. Mediation is his answer and here's why. READ MORE

Customer Service expert, Holly Stiel, discusses the #1 priority when training service providers: The deeper, psychological foundation. In Stiel's words, all aspects of truly effective training need to encourage and empower service providers to take responsibility for contributing generously to their own “emotional 401(k) plans.” Beyond the required skill sets, training programs should connect with the emotional fabric of participants, by posing questions such as: “How does serving others serve you?” Training based on the heart and soul of service transcends the robotic repetition of practices and procedures, enhancing the experience for customers and service providers, alike. READ MORE

What do the best-of-the-best hotel concierges who enjoy rave reviews from around the globe have in common? In the following article, author Holly Stiel identifies five key qualities that differentiate the 'so-so' from the 'so great' concierges and have inspired other industries to integrate the concierge model into their own businesses. These five attributes are illustrated in true-life stories of outstanding concierges who went the extra mile, made miracles happen and created experiences their hotel guests would never forget. These attributes apply to everyone in the service industry, who aspires to elevate their vocation to the level of art. READ MORE

The sagging face of our economy has forced each and every one of us to reconsider our lifestyle choices. No one is exempt from the distress of the economy and therefore no industry has been able to maneuver the tragedy of cutbacks. However bleak the economy may be, the need for hotel properties to march forward is paramount in at least the maintenance of existing properties. Hotels can't just rely on their core product and services to compete. They need something extra - Added-Value Design - to help differentiate them from the competition, tempt new customers and keep the ones they've already got. READ MORE