by jamie | Dec 16, 2016 | Anticipating Needs, Personalized Service
Earlier this month I spent a long weekend in Nashville, TN and it was my first exposure to traditional southern hospitality as an adult. Boy, was I impressed! Uber drivers, museum guides, restaurant hostesses and even our Martin’s BBQ Joint cashier all...
by jamie | Sep 17, 2015 | Anticipating Needs, Personalized Service
One of the world’s biggest VIPs, Pope Francis, is coming to Philadelphia next week and our city is ready to roll out the red carpet. And although public figures of this magnitude do require special attention, aren’t all guests entitled to VIP...
by jamie | Aug 18, 2015 | Moment of Truth, Personalized Service
One of the best and worst parts of my job is that I can work from anywhere. Conducting field research while traveling is a true perk but it also means I can’t turn away from service oversights. On a recent hotel stay at a 4-Diamond resort in Asheville, NC,...
by jamie | Dec 14, 2014 | Moment of Truth, Personalized Service, Service recovery
It’s a common misbelief that the hospitality industry is a “just say yes” industry. Of course a front line employee should do everything in their power to say yes. However, sometimes a business simply can’t, due to logistical or financial reasons. ...
