Hotel Room ‘Hauling’

Hotel Room ‘Hauling’

Have you heard of “hauling” or, to be a little more precise, a haul video? For those of you who aren’t wholly up to date on the latest Internet lingo, let me explain. Used mostly for retail purposes, a haul video is when a person records what items they purchased from stores, displaying each as(…)




The Manager of Guest Mentorship

The Manager of Guest Mentorship

Maybe it’s stating the obvious when I say that retaining an existing customer is vastly easier than trying to get a new one. Corroborating statistics aside, if consumers possessing established rapport with your brand are so valuable, then that means your guest relations activities must be paramount to your success. And indeed they are. Every(…)




Unsung Heroes of Hospitality: Butlers

Unsung Heroes of Hospitality: Butlers

What comes to mind when you think of the job title “butler”? Perhaps it is the Mr. Carson character, the butler of “Downton Abbey” fame — an impeccably attentive British sort attired in formal waistcoat. Or maybe it’s the unflappable Cecil Gaines, expertly acted by Forest Whitaker in the aptly named 2013 movie “The Butler.”(…)




Earth Day Special

Earth Day Special

Happy early Earth Day everyone! The official date of Earth Day is April 22nd, although some also commemorate Earth Hour on March 29th.While this holiday may pale in comparison to the larger, more commercial festivities like Christmas and Valentine’s Day, it is nonetheless vital for hotel operations, not only because we must all do our(…)




Goodbye Is As Important As Hello

Goodbye Is As Important As Hello

I have written and am well aware of the numerous ways that properties focus their attention on building their sense of arrival – that is, the initial impression a hotel makes on a guest. These might include beautiful flower arrangements, warm smiles and effusively welcoming staff members. The expression I use to denote why we(…)




Adapting To Digital Meeting Channels

Adapting To Digital Meeting Channels

We all know digital advancements have impacted and will continue to impact the way we reach and transact with customers. We’ve seen this most prominently to date with the OTAs and other similar electronic accommodations channels. However, the meeting and conference business has yet to feel the full brunt of this evolution. This is not(…)




Gray Is the New Green, Part 6: Thinking Medium Term

Gray Is the New Green, Part 6: Thinking Medium Term

While drawing more Millennials seems to all the rage these days, we should not forget they are still in their 20s and 30s — ages not immediately indicative of free-flowing cash reserves. Yes, it’s a good long-term strategy that will pay off in the next few decades, but what about the interim? In the short(…)




Strategist or Tactician?

Strategist or Tactician?

Which one are you, strategist or tactician? Or, do you even know the difference? It’s subtle, but very important to remember. Strategists are the big picture idea generators and recommenders of this world. They are the ones who get the prestige for coming up the winning concept that reaped a heavy payload down the road.(…)




In Vino Veritas, Part XX: Trio de Pinot

In Vino Veritas, Part XX: Trio de Pinot

Ah, pinot — my favorite grape. And not because I’m hopping on the “Sideways” it’s-so-temperamental-so-you-have-to-love-it bandwagon, but because I love the light, fruity taste and the transparent, crimson-violet color. Plus, it can pair with just about any main, be it meat, chicken, fish, veggie or cheese. Most of my gratitude applies to pinot noir —(…)




The Hierarchy of Needs in Communication

The Hierarchy of Needs in Communication

With so many mediums for contacting friends, family, guests, clients, managers, purveyors, employees and all in-between, proper communication etiquette is a vital subject matter. We all have needs and wants, and the mediums for which we choose to express ourselves play a large role in determining the tone, importance and passion of the message. Furthermore,(…)




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