Tag Archives: Leadership and Management

In hotel lobby, young couple interacts with helpful staff for check-in, reservations and assistance. Visitors in winter gear prepare for a ski holiday, capturing the excitement of a winter getaway.

What Drives Great Guest Experiences – Instinct, Training, or Both?

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Exceptional service often looks instinctive, but it is rarely accidental. The best guest experiences come from combining natural empathy with intentional training and leadership. After several hours of leading a workshop in Doha, I mentioned to my host that my feet were hurting and I needed a moment before returning on stage. Within minutes, hotel slippers arrived. No request. No delay. Just action. In another instance, after a long and stressful travel day, a hotel manager ensured a smooth chec...

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Small Gestures, Big Impact – The Details That Shape Guest Experience

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“Please light my candle.” All the other tables in the restaurant had lit candles except ours. It was twilight, we had a water view, and the setting was perfect. But that one missed detail made the experience feel incomplete. Several minutes passed before anyone noticed. Small gestures matter. Small moments shape the entire experience In hospitality, the biggest opportunities often come from the smallest details. When teams invest time and attention into these moments, they elevate the entire gue...

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Ladies First: Women Leaders Transform the Concierge Profession

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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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Goats and Ponies

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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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