Tag Archives: hospitality

Business women, planning and team in hotel lobby for meeting, brainstorming or travel reservation. Collaboration, discussion and happy employees work together or supervision with hospitality manager.

Nearly Half of Women Hotel Leaders Report Gendered Leadership Expectations as Barrier to Career Growth, Study Finds

Leadership,

Despite women filling half of entry-level hospitality roles, less than a quarter of them hold top leadership positions, according to a recent study of women hotel leaders. Addressing the systemic barriers women face in the industry, respondents reported, can help close that gap. The Leadership Reset, a study co-conducted by the women-focused hotel news site Hertelier and Forbes Travel Guide, found that the biggest obstacle women faced in advancing their hospitality careers were gendered expectat...

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Creating a Friction-Free Guest Experience Through Smarter Systems and Service

Guest Experience News, , ,

From the moment an existing or potential customer contemplates making a reservation, a hotel or dining establishment has dozens of opportunities to provide a positive, if not exceptional, guest experience turning guests into loyal repeat customers. From pre-arrival to check-in to stay and departure, there are several stages of a guest journey with many touchpoints in each stage. At every touch point in the guest’s journey the guest can be made to feel appreciated and valued, leading to high sati...

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Nice African American girl in glasses sitting at restaurant with laptop and cup of coffee. Young lady with dark curly hair working on laptop in earphones.

Participating in hospitality research

Competitive Intelligence, ,

There are professors at hospitality colleges across the country, and you may not think there is a natural fit between what they do and what you are concerned with where your job is concerned. Academics want to understand the profession better and consider that you are much closer to what they care about than they are. They can only understand the ins and outs so much from the ivory tower, and they want the viewpoint of people who are practicing professionals. Cornell has a Center for Hospitalit...

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Pineapple Service – Why Small Gestures Make the Biggest Impressions

Insights, , ,

“It’s the little things that count.” That familiar expression holds special meaning in the hospitality industry. Often, the smallest gestures create the biggest impressions. These simple actions show care and thoughtfulness in everyday moments, reminding guests that even routine interactions matter. I call this idea “Pineapple Service.” The concept comes from the pineapple’s long history as a symbol of hospitality. Dating back to the early days of exploration in the Americas, the pineapple repre...

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Today’s Concierge: A Role Model of Service Excellence and Profitability

Concierge, ,

The word concierge appears almost everywhere these days as a symbol of personal service. No longer confined to hotel lobbies, concierge roles now exist across industries as individuals, departments, and even virtual services. A quick internet search reveals millions of references to concierge services, reflecting just how rapidly the profession has expanded. Consumers and guests are driving this demand with a growing desire for more personalized service. At the same time, organizations are eager...

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Using Hospitality as a Disguise: Are You Delivering Your Promises?

Communication and Messaging, ,

It was a dark, scary night. The wind was howling and the lights were flickering. The hotel sign promised “friendly service,” so we ventured inside hoping to find a reassuring face. Our overworked, travel-weary souls were craving a comfortable bed. We remembered an advertisement for this hotel that promised sweet dreams and a relaxing stay. The word “welcome” appeared everywhere. Unfortunately, it was all a disguise to get us in the door. Our hopes for sweet dreams turned into instant nightmares ...

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Medic discussing medication treatment with senior patient during checkup visit consultation in hospital lobby. Old man filling medical insurance document before start examination. Medicine concept

Improving the Patient Experience Starts With Every Touchpoint

Best and Worst Practices, , ,

Healthcare providers often focus on clinical outcomes when evaluating success. But for patients, the experience of care extends well beyond the exam room. During a recent presentation to the Broward County Medical Association in South Florida, I spoke with physicians and practice leaders about one of the most common challenges they face today: meeting rising patient expectations for service. According to Cynthia Peterson, executive vice president of the association, two concerns surface repeated...

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