Qualifying Service, One Interaction at a Time

Qualifying Service, One Interaction at a Time

A recent weekend getaway to Miami with my wife gave me some time to ponder the concept of service and what it means at its core. After more than 30 years of extensive travel, I calculate that I’ve probably experienced over 5,000 nights in various hotel rooms. This translates to tens of thousands of employee-to-guest(…)




Do You Have a Crisis Communications Plan?

Do You Have a Crisis Communications Plan?

Procrastination is No Longer an Option The pictures from Japan are utterly devastating. Destruction on an epic scale and the deaths of thousands of innocent people are hard to fully comprehend. My immediate thoughts go out to the families of loved ones who perished. With this in mind, I ask the naïve question: could it(…)




How Hotels Can Use Foursquare

How Hotels Can Use Foursquare

A question that should be on every hotelier’s agenda these days is: How do we use social media to reach our customers?  Many companies already have a strong plan already in place for the big three: Facebook, Twitter and the corporate blog. On top of this, most savvy businesspeople are sufficiently acquainted with the ins(…)




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