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”

Announcement of Next Post

Teaching a new dog old tricks and the importance of morale.  The next post will be in two parts. The first will consist of my thoughts on training employees to provide the best possible customer possible and how difficult it can be to select the best candidates. The second part consists of information concerning employeeContinue reading “Announcement of Next Post”


This post deals with a major component of a company’s success in overall customer service. Communication is vital and a lag in this communication could mean losing a loyal guest or a potential loyal guest. Much of the information flow concerning players comes from marketing and it is imperative that it is relayed to theContinue reading “Communication”

Service Recovery

Service recovery is a critical part of the overall quality of customer service and of course the success of any company. There are multiple aspects one must consider when properly training staff. First is to what level the company will allow employees to address service recovery, if and when service recovery is necessary,  and ofContinue reading “Service Recovery”

Customer Service 101

Due Diligence It is everyone’s responsibility to practice due diligence when proactively anticipating the needs of a guest. There are a few situations in which the guest is hampered by incorrect information. However, when the information is not actively seeked and a guest is hampered or delayed, the integrity of the employee and the companyContinue reading “Customer Service 101”