The power of the frontline
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We
June 21, 2016
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From Ordinary to Extraordinary
In 2011, I worked with a hotel general manager, Victor, in Boston. One observation he made was that, although his staff was friendly, there were
July 31, 2013
Be a nation!
While directing the 1956 epic film The Ten Commandments, Cecil B. DeMille challenged a large group of extras portraying the Israelites to energize their performance,
December 27, 2012
Forever is a long time
Because of my work in the field of hospitality, I read quite a few books on the topic of customer service and thanks to great
May 24, 2010
2008 Industry Leaders Survey
Thanks to all of you who participated in this year’s survey! The unique perspectives shared in the survey feedback and analysis produced some interesting results.
June 11, 2008
