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The value of a freebie Mar 17, 2014: The Law of Reciprocity states that – ‘If you give someone something or do something for them – they will want to repay you – to give you something.’

Why don’t you think of some little unexpected freebie you can offer your customers that’ll encourage them to return and also tell others about their positive experience. And while we’re at it – why not try the same thing with members of your staff.
Article by Alan Fairweather

Providing Outstanding Service Strategies #96-119 Mar 13, 2014: This is the final segment of this short series on ideas that make a difference. What is Your Strategy?

Communicating with Guests who are Deaf or Hard of Hearing in Hotels Mar 5, 2014: Americans with Disabilities Act - An ADA Business BRIEF:

People who are deaf or hard of hearing use a variety of ways to communicate. Some rely on sign language interpreters or assistive listening devices; some rely primarily on written messages. Many can speak but are not able to hear words spoken by others. The method of communication and the services or aids hotel staff must provide will vary depending upon the abilities of the guest and on the complexity and nature of the communications that are required.

How to Leave a Positive Lasting Impression with Meeting and Conference Delegates Feb 11, 2014

You work hard enough to win your meeting and conference business, so it makes sense to leave a positive lasting impression and an incentive for them to return. A lot of effort goes into first impressions, but what sort of lasting impression are you leaving on your meeting and conference delegates?

Building breakfast, the better-for-you way Feb 11, 2014: While many rooms only hotels serve a complimentary breakfast, there are always opportunities to to improve guest satisfaction and loyalty in both full price or inclusive breakfast service.

Here are some suggestions for your consideration



Foodservice - have you loved us lately?™

The Compelling Atmosphere of Mediocrity: Change Your Focus Feb 4, 2014

Learn how to profile your dining patrons and look for more subtle upselling opportunities

The Cure for Cranky Customers Jan 28, 2014

When was the last time you had to deal with a cranky customer? It was probably an external customer but perhaps it was an internal customer, such as a member of your team, a colleague or even — your boss!

5 Stars vs. 4 Stars: What’s the difference? Jan 28, 2014: Championship winning coaches have a habit of demanding excellence from everyone on their team. They never tolerate mediocrity from anyone. Incredibly high standards are discussed everyday (yes, everyday).

Waiter, there's a dog in my soup ... Limited liability issues and ADA Jan 28, 2014

Your Responsibilities when Serving Food and Beverages to Guests and Paws

By Meg McDonough

Class action lawsuits - device where multiple plaintiffs can join and engage in much more cost effective of mass tort litigation - can be very damaging to business as number of plaintiffs as size of awards which result from class action lawsuits.

6 Observations on Finding and Employing Problem Solvers by Dr. John Hogan Jan 18, 2014: We all face challenges. For some hotels, it is the labor force, be it finding interested people, the expense or the need to improve the professionalism of the staff with increased training. For other hotels, it may a slipping occupancy or REVPAR. Cash flow or a changing market affects others. Yes, we are all trying to solve the dilemma of Finding and Employing Problem Solvers; this of course means using improved people skills.

For your Consideration: Put Your Employees First | Observations from Harvard Business School and HospitalityEducators.com Jan 13, 2014: Vineet Nayar, CEO of HCL Technologies, Ltd., explains how inverting the management pyramid leads to superior organizational performance.

How will hospitality businesses address the future of their organizations at a time when many hotels, restaurants, spas and clubs are all combating the danger of becoming a commodity?