Tag Archives: hotels

When Greatness Slips – The Risk of Taking Service for Granted

Competitive Intelligence, ,

Ever heard the expression, “a legend in his or her own mind?” What happens when great hotels and hospitality brands fall into that same trap becoming legends in their own minds, but less so in the minds of their guests? When reputation replaces reality A hotel may earn awards, build a loyal following, and establish itself as a destination. But what happens when that success leads to complacency? Riding on reputation instead of reinforcing it can slowly erode the very foundation that made the pro...

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Check Out the Bathroom as a Service Indicator

Best and Worst Practices, , ,

An elegant towel dispenser sits empty. Trash spills from decorative wicker baskets. Water splashes cover the marble sink counters. The restroom itself may be beautifully designed to match the hotel, restaurant, or attraction’s overall aesthetic. But when guests step inside and see disorder and neglect, the contrast can be striking. The bathroom suddenly becomes a service indicator. While restroom maintenance may not always rank high on management priority lists, it ranks high in the memories of ...

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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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How a Tissue Box and a Pepper Shaker Rocked My World

Best and Worst Practices, ,

Chilled champagne in a silver bucket, chocolate-covered strawberries, elaborate floral displays, limousine arrivals, and red-carpet treatment — these are the classic gestures hotels use to celebrate special moments for guests. They are designed to surprise, delight, and create a “wow” reaction. While these experiences are memorable, they are also expected. Luxury hospitality often relies on grand amenities and elaborate gestures to make guests feel special. But sometimes the most powerful guest ...

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Accounting for Service – Why Financial Roles Matter in Guest Experience

Insights, ,

Creating a strong service culture requires more than frontline hospitality. It also requires the commitment of the departments responsible for managing the dollars and cents of a hotel. Hospitality leaders rely on accounting teams to manage bills, secure revenue, oversee expenses, and maintain financial accuracy. Yet many organizations overlook how these roles also influence service delivery. Service training is often directed toward frontline employees, but service principles apply just as stro...

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Before assembling, modifying sheet metallic components, skilled metal roofing mechanics review the blueprint, sketch, scheme, instruction in detail and calculate the correct size of steel materials.

Engineering Service – Why Hotel Engineers Play a Critical Role in Guest Experience

Insights, ,

Hotel engineers keep properties running smoothly, but their work often brings them directly into guests’ personal spaces. The way they communicate and interact can turn a routine repair into a defining moment in the guest experience. Engineers are the “fix-it” teams who make things tick, click, and work properly so that a hotel operates smoothly and without inconvenience to the guest. But engineers don’t simply repair equipment — they often experience some of the most personal interactions with ...

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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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Creating Service Athletes – The Golden Rewards of Cross-Training

Insights, ,

Olympic athletes train across disciplines to perform at their peak. Hospitality teams can apply the same mindset by cross-training employees to step in where service is needed most. As the year 2004 approached and the Olympic Games prepared to return to their historic birthplace in Greece, athletes around the world trained for the opportunity to be the best in their sport. Competition inspires these athletes to excel in every aspect of their preparation, and those who succeed earn gold, silver, ...

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Ladies First: Women Leaders Transform the Concierge Profession

Concierge, ,

First ladies have long shaped public life. Figures such as Michelle Obama and Hillary Clinton have used their roles to influence social issues, change perceptions, and demonstrate new models of leadership. Across the world, women such as Germany’s Angela Merkel, Argentina’s Cristina Fernández de Kirchner, and Jamaica’s Portia Simpson Miller have shown how female leadership can shape national conversations and global influence. That same momentum is appearing in hospitality. Within the prestigiou...

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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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