Category: Hospitality In-Depth


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… 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… Continue 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… Continue 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… Continue Reading “Service Recovery”

Customer Retention

When a business becomes lethargic in customer service skills, the entire company loses loyal customers and the bottom line suffers. Employees must be properly trained in customer service, interpersonal relations, and intercultural communications. It is imperative to remind them that the ‘house’ must be… Continue Reading “Customer Retention”

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… Continue Reading “Customer Service 101”