Your Colors Are Your Brand

Your Colors Are Your Brand

Here’s a scary story. I’m driving to a meeting and get stopped at an intersection. While waiting for the light to change, my eyes dart sideways to a bus stop where there was a large poster for a local university. Trying to entice teenagers as well as targeting adults seeking continuing education courses, the ad(…)




Steering the Ship of a 7,500-plus Crew

Steering the Ship of a 7,500-plus Crew

For a luxury-seeking hotelier such as myself who is used to working with and reviewing properties of 200 rooms or less, tackling ARIA Resort & Casino in Las Vegas is a somewhat daunting task. Hoteliers will confide that consistently delivering 5-diamond and 5-star services for a typical 200-350 room property with a few restaurants, a(…)




The Three Pillars of Hotel Customer Service

The Three Pillars of Hotel Customer Service

Every good salesperson or individual working in guest service knows about guest expectations: you must first meet, and then exceed. This presupposes you are actually able to meet a customer’s expectations, because if you cannot, then it goes without saying that you will disappoint. However, meeting is just okay — mediocre at best. Being okay(…)




“Talent” in the Hospitality World

“Talent” in the Hospitality World

Originally, I had set out to write a short, inspirational manifesto about the nature of innate talent versus the merits of hard work. But as more and more evidence mounted, I realized that there is a lot more behind the word ‘talent’, especially when applied to the hospitality industry. Even though the simple conclusion, in(…)




Think Of Your Kids This Father’s Day

Think Of Your Kids This Father’s Day

Given that it’s the Friday before the annual Father’s Day Sunday, it’s a bit late to start addressing strategies and packages to help you capitalize on this occasion. If you don’t have at the very least a restaurant promotion in place then you’re missing out (that’s provided your restaurants aren’t already at capacity and achieving(…)




In Vino Veritas, Part XXII: Beer and Cheese

In Vino Veritas, Part XXII: Beer and Cheese

Since my college days, I haven’t been the biggest beer drinker (or guzzler, as was often the case back then). I’ve stuck with wine, or, for an aperitif, whiskey or cognac. But now, with the resurgence of microbreweries and local beers (in contrast to the outright dominance of national brands), I’ve been finding myself indulging(…)




It’s the Little Things That Make the Difference

It’s the Little Things That Make the Difference

Did you ever notice that it is the little, unexpected nuances that grab your attention? From the world of statistics comes the normal curve of outcome distribution, also known as a bell curve because of its shape on a 2D graph. This simple curve identifies that for most circumstances, the result is going to be(…)




FIFA Time: Brazil on the World Stage

FIFA Time: Brazil on the World Stage

Now that it’s June, it’s time for us to discuss one of the biggest events to impact consumer habits this summer – The FIFA World Cup. Held this year in the diehard football (soccer for us here in North America) country of Brazil, many would contend that this is a bigger sports tournament than the(…)




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