by jamie | Jun 6, 2024 | Customer Experience, Employee Engagement, Moment of Truth
This month we celebrate National Pineapple Day (6/27) and since a pineapple is the universal symbol of hospitality, I wanted to take a deeper dive into what it really means to be hospitable and the way it makes people feel. The dictionary defines hospitality as: being...
by jamie | May 7, 2024 | Anticipating Needs, Customer Experience
“We’re out of orange juice. Can I get you something else?” – asked our breakfast server at 8am on a Tuesday morning at our full service hotel’s restaurant. I didn’t want cranberry juice or grapefruit juice (their suggested substitutions), and figuring I’d stick my...
by jamie | Apr 5, 2024 | Employee Engagement
Employees who are required to attend an educational training deserve a learning environment that will foster personal and team growth. If you are on the planning team, you can control a multitude of environmental factors before the big day arrives and help ensure...
by jamie | Mar 18, 2024 | Culture Shift, Employee Engagement
I was in a committee meeting last week unexpectedly dominated by a bully: ✓ They controlled the agenda and flow of conversation. ✓ They weren’t open to other people’s ideas or suggestions. ✓ They always had to have the final say. This was a new committee and our very...
by jamie | Feb 21, 2024 | Customer Experience, Personalized Service
Are you finding ways to surprise and delight your customers? Customers initially choose to spend money on your product or service because either they need or want what you offer. Maybe the price/location is right. Or they’ve seen or heard a good review. But this...
