Service by Mail: Define the Promise and Deliver It!

Promises. President George Washington, whose birthday we just celebrated in February, said "Undertake not what you cannot perform, but be careful to keep your promise." Easy to say, hard to do. Even easier to write and then turn over to someone else to deliver…or not! Many hotels and hospitality organizations spend thousands of dollars on marketing materials that are mailed to new and preferred guests.

The "IT” Factor in does the Information Technology team fit into today’s Guest Experience?

Synopsis: The IT or technology team is not always on the front line of attention when it comes to Guest Service skills. Their roles and guest demand for technology services has increased and is going up and yet, guest service may not be a priority in this department.

Making a Mess out of Service

A man sitting in a restaurant was waiting for his soup appetizer. When it arrived, the man noticed a fly in his soup. He summoned the waiter and asked, "Waiter, what is this fly doing in my soup?" The waiter calmly replied, "Why, I believe he is doing the back stroke sir.

Don't Throw Service into the Penalty Box! Lead the Way to Winning Results and Guest Scores!

"Leadership is lifting a person's vision to higher sights, the raising of a person's performance to a higher standard, the building of a personality beyond its normal limitations." This quote from Peter F.

The Gestures of Service

PLEASE light my candle! All the other table candles in the restaurant were lit, except ours. The time was twilight and we had a water view from our table. PERFECT timing for a lit candle. Our nice setting quickly became an incomplete experience.

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