Often times the spectrum of customer service ends up in a frustaneous circle.  The hospitality industry is ever-changing and a close eye must be kept on keeping up with those responsible for solid five star customer service.  The tools that we give our employees are only as valuable as the intended use of said tool.Continue reading “INTANGIBLES BEYOND THE OBVIOUS”


When guests arrive whether for business or pleasure, it is important to keep in mind that are unaware of a departments procedures. A procedures that is necessary may seem to be a miniscule step to the guest. In this instance, a potentially loyal guest could be lost. Communicate with the guest and let them knowContinue reading “PERCEPTION AND EXPECTATION”


Teamwork and efficient communication is of course crucial to the success of any organization.  Introducing to and teaching the policies and procedures of those departments that work closely with you can help improve productivity. Increasing productivity by increasing interdepartmental knowledge not only helps maintain the companies integrity, but it also helps provide five star customerContinue reading “EXPANDING INTERDEPARTMENTAL KNOWLEDGE”


Engaging the internal guests is just as important as engaging the external guests.  The 5 – 10 Rule should be used when traversing the property. Engaging internal guests helps to keep up morale. More importantly, to ignore or avoid internal guests could make them feel excluded and not truly part of the team. Always keepContinue reading “ENGAGING THE INTERNAL GUESTS”