Service

When Your Property Is In Sad Shape

When Your Property Is In Sad Shape

Recently, I had an unfortunate experience while staying at a branded property that was clearly well past its best before date. Despite its prime location in its market and good promotional efforts, it was obvious that this chain outlet was not meeting any of the defined standards outlined by the corporate website. I won’t go(…)




HITEC 2015: The Trends In Focus

HITEC 2015: The Trends In Focus

HITEC 2015 – the premier North American hotel technology show – has come and gone. Much has already been said about the exhibitors and their products in the immediate aftermath of this June-set convention. But now that it’s September and the summer is in the rearview mirror, it’s time for a dutiful reminder of all(…)




The Subtle and Overlooked Benefits of Welcome Baskets

The Subtle and Overlooked Benefits of Welcome Baskets

“Welcome to our hotel! Help yourself to some complimentary drinks and snacks. ” This is what’s being communicated on the surface whenever a guest arrives at his or her room and is delightfully surprised by a welcome bag or basket of food and beverages. But beneath the surface, it sounds a lot more like this:(…)




Guest Service Perfection Through Team Actualization

Guest Service Perfection Through Team Actualization

Perfecting your guest service delivery is a perpetual task. As consumer behaviors change and expectations rise, so too must we adapt to the times. Thus, improving guest service should be a foremost thought each and every day. This area of operations – which I deem paramount to customer satisfaction and, directly related to this, long-term(…)




In Vino Veritas XXXIII: I Heard It Through The Greece Vine

In Vino Veritas XXXIII: I Heard It Through The Greece Vine

If a nation happens to have an ancient god of wine, then you know that grapes are indeed important to the culture. Such is the case with Greece, one of the oldest wine producing regions in the world and home to our dearest, drunkest Dionysus. In fact, it was in Mycenae (Greece before it was(…)




What Women Want (And Ten Ways To Give Them Just That)

What Women Want (And Ten Ways To Give Them Just That)

My dear bride of some 34 years travels with me for leisure, and sometimes business. To be expected, my work activities tend to be carried over into dinnertime conversations so this hybrid mode of travel makes sense. With her as critical input, we’ve come up with a short list of ideas that focus on women’s(…)




Room to Brew: The Future of In-Room Coffee

Room to Brew: The Future of In-Room Coffee

My morning coffee is a perpetual delight in my life, warming my insides, prickling my nose with its soothing aroma and sparking my brain for the day ahead. It’s a simple pleasure, a momentary respite and a ritual I do not take lightly. I bet many of you are in the same boat! All subtle(…)




Eight Tips To Improve Your Fitness Facilities

Eight Tips To Improve Your Fitness Facilities

Wellness is all the rage these days, and that isn’t bound to change anytime in the next decade. We are increasingly becoming a health-conscious society and, with comfortable guestrooms, spas, restaurants and fitness facilities, hotels are primed to capitalize on this movement. It’s the latter of these operations that is the focus here. Spas and(…)




In Vino Veritas XXX: Small Batch Liquors

In Vino Veritas XXX: Small Batch Liquors

Alcoholic beverages are far more than a vessel for inebriation. They are a pillar of the dining experience. While wine and beer are the two most common meal accompaniments in this category, there’s something interesting happening in the world of spirits and other distilled elixirs. Much like that of microbreweries and limited-barrel wines, small batch(…)




In Vino Veritas Part XXIX: Champagne!

In Vino Veritas Part XXIX: Champagne!

Once you pop, the fun don’t stop! That’s the marketing slogan for champagne, am I right? In any case, with it being December with holiday gatherings and New Years parties galore, it’s the best time of the year to discuss this classic celebratory drink. I previously talked about Moscato D’Asti sparkling wines usurping the popularity(…)




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