Tag Archives: Emotions

The Concierge Gave Me the Finger and I Loved It

Concierge, ,

What to my wondering eyes should appear, but a giant embedded computer screen across which the concierge and I could peer. During these times of so many technology innovations, some of which can be confusing, detached, and frustrating in hospitality environments, I was astounded by a whole new look and feel at the InterContinental Miami concierge desk. A smooth, uncluttered, streamlined desk with a gigantic computer screen embedded into the table stood before me. Chef Concierge Eduardo Rosello s...

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Service by Mail: Define the Promise and Deliver It!

Communication and Messaging, , , ,

Promises. President George Washington, whose birthday we celebrate each February, once said: “Undertake not what you cannot perform, but be careful to keep your promise.” Easy to say — much harder to do. It is even easier to write a promise in a marketing message and then leave someone else responsible for delivering it. Hotels and hospitality organizations spend thousands of dollars creating marketing materials that promise memorable experiences, attractive offers, and exceptional service. But ...

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Angry, client and woman in hotel, receptionist and upset with hospitality, displeased or unhappy. People, employee or guest at counter, customer service or luxury with stress, dissatisfy or concierge.

Insensitive Words Can Create Sensitive Guests

Communication and Messaging, ,

“Sticks and stones may break my bones, but words will never hurt me” — unless the words hurt my experience and make me mad. The first part of this classic phrase, usually taught to young children, encourages us to be tough and not easily offended by what others say. But in service environments, the wrong word — even a single word — can disrupt an entire guest experience, even when the intentions behind it are good. The language employees choose during guest interactions can influence how custome...

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business woman at the reception of a hotel checking in

Lip Service vs. Guest Service

Communication and Messaging, ,

Saturday is usually my day to recover from a busy week. Recently, I scheduled a full day to recharge at one of Fort Lauderdale’s newer full-service day spas. On the agenda: a manicure and pedicure. When I called to book my pampering experience, I was told to plan for two and a half hours. Perfect. I had a three-hour window, and my toes were already wiggling with excitement. I asked the receptionist to confirm that treatments for me and a companion would begin exactly at noon and be completed by ...

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Being “In the Moment” with the Past, Present and Future

Communication and Messaging, ,

“Le Joie de Vivre”, the Joy of Life! A few weeks ago I was in Paris and loved feeling this expression everywhere I went! There were so many brief and spontaneous interactions that allowed me to be “in the moment” and fully focused on my present experience while the historic past of France and the brilliant future of this city of light surrounded me. Almost everyone I met, whether for business or pleasure, whether on the Metro or on the rooftop of the Hotel Raphael, gave me some “in the moment” j...

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Don’t Put Service in a Box!

Insights, ,

In one of my recent boxing exercise classes my instructor Luiz greeted each student individually as he always does. He was also asked about a recent competition for one of the boxers he coaches over and over again. Each time he had to retell the exact same story to each person who asked, all within a very short period of time. What amazed me is that each time, he told the story as if it was the first time, with the same enthusiasm and energy. He did not get frustrated from having to say the same...

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What Sixth Graders Can Teach Us About Service Excellence

Emotions, Perceptions, Feelings, ,

Recently I was asked to speak to middle school students at my son’s school, Pine Crest School in Fort Lauderdale, about 21st-century skills and how young people can build expertise and adaptability. As one of six featured speakers from industries including technology, media, and medicine, I was introduced as an expert in hospitality and service and asked to share perspective on my career and the strategies these young students might consider as they begin shaping their own paths. As I prepared, ...

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Authenticity Is the Heart of Great Service :The REALITY SHOW of Service via “the GEEB!”

Insights,

At the core of every great service experience is one essential ingredient: authenticity. Sincere service drives positive interactions. Insincere or indifferent service does the opposite. Customers, guests, clients, and employees can immediately sense the difference – and more importantly, they feel it. That feeling influences reviews, referrals, loyalty, profitability, and ultimately the bottom line. Through the Guest Experience Excellence Blog (GEEB), I’ll be sharing examples of service excelle...

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Goats and Ponies

Insights, , ,

On a recent trip to the North Georgia Mountains, I met Donna who shared her “Ponies and Goats” philosophy about people and I loved the connection to hospitality excellence in today’s intense world. “Ponies” are the people who take initiative and follow through with a caring attitude and responsive action. “Goats” are those that simply try to get the job done and perhaps even get away with doing less than the job requires. Donna relayed several examples of service experiences and how the “Ponies”...

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Guest Service: DON’T CALL ME SWEETIE!

Communication and Messaging, ,

“Happy New Year, sweetie! What can I get you?” “Hey honey, let me help you with that.” “Let me put you on hold, doll, while I check on that.” Aaaaggghhh! I don’t know these people. Do they think they know me well enough to skip all formalities? Why are they using such familiar terms during our first encounter? In hospitality and service environments, the words employees choose to address guests can shape the entire interaction. While employees often intend to sound friendly, overly familiar lang...

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