The Customer Is King, and Service Culture Is His Queen
André Mack | June 12th, 2019
Walking In Your Customer’s Shoes
Courtyard by Marriott | June 10th, 2019
customer service
The Customer Is King, and Service Culture Is His Queen
André Mack | June 12, 2019
Although some companies mention "service excellence" as one of their values, they tend to solely focus on service delivery and rarely approach it as a way to reframe their business's culture. By André Mack The business environment has become a global village; traveling is easy and cheap, sharing of information happens instantly and is accessible by everybody, a new product in the US is on the market in Asia within days and vice versa, systems and procedures all look the same and innovation has become a necessity. The ubiquity of technology and the replicability of products means that service has become THE key differentiator for co...
Walking In Your Customer’s Shoes
Courtyard by Marriott | June 10, 2019
By Shep Hyken You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities. You may have heard other versions of this expression. One of the more humorous versions is, “Walk a mile in your customer’s shoes, and once you’re a mile away, you can say anything you want about the customer and they can’t hear you.” I said it was humorous. I didn’t say it was right. Recently, I was speaking at a convention in Philadelphia, where I h...
The “No Problem” Problem
Roger Wolkoff | June 5, 2019
By Roger Wolkoff I walk into the hotel, wheeling my luggage and briefcase behind me. I am taken aback by the spacious and open modern lobby. I approach the front desk, and Carlos greets me with a smile. We have a friendly exchange - how are you doing, did you have a good flight, how do you like our city - that kind of thing. I ask for a restaurant recommendation for dinner, and he tells me about a fascinating off-the-beaten-path bistro that has excellent reviews. I thank him, and he says, "No problem." And there it is. Hanging like a lead balloon. No problem. What's the problem with "no problem?" It's an inhe...
Hotel Equities Promotes Drew Salapka to SVP of Operations and Cesar Wurm to SVP of Sales & Revenue Generation
Hotel Equities | May 28, 2019
ATLANTA, GA - May 28, 2019 – Today, hotel owner, operator and development firm, Hotel Equities (HE), announced they recently promoted Drew Salapka to senior vice president of operations and Cesar Wurm to senior vice president of sales and revenue generation. In his new role, Drew will lead the firm's growing portfolio of owned/managed hotels. Cesar will lead HE's companywide strategic sales and revenue generation efforts. Both Drew and Cesar will work closely with HE's executive team to drive performance and accountability. Both leaders report to Bryan DeCort, Hotel Equities' EVP. The announcement signifies the company's continued commitmen...
A Sense of Place, Welcome and Hospitality
Larry Mogelonsky | May 22, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) I recall the last time I stayed at what would categorically be a cookie-cutter hotel. Performing my typical inspection as a casually walked the halls and entered my guestroom, nothing seemed out of place, yet something was still missing. The hotel in question proudly touted its recent renovation for which I can confirm this fact given the scent of fresh paint, glue, wood and new upholstery. The doorman performed in strict accordance with his title while the receptionist at the front desk was upbeat while still remaining matter-of-fact. Arriving after the dinner hour, the corridors w...
Aimbridge Hospitality Opens SpringHill Suites by Marriott in Wauwatosa, Wisconsin
SpringHill Suites by Marriott | May 6, 2019
Wauwatosa, WI – May 9, 2019 – Marriott International announced that the SpringHill Suites by Marriott in Wauwatosa, Wisconsin is now open. The 119-suite hotel, located at 10411 West Watertown Plank Road, will operate as a Marriott franchise, managed by Aimbridge Hospitality of Plano, Texas. General Manager Adam DeLude and Director of Sales Sarah Colon-Rivera lead the management team at the property for Aimbridge Hospitality. The SpringHill Suites Milwaukee West/Wauwatosa is located 15 miles from General Mitchell International Airport, and 15 minutes from downtown Milwaukee. The all-suite hotel offers guests convenient access...
What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement
Doug Kennedy | May 3, 2019
By Doug Kennedy My career as a hotel industry trainer and conference speaker keeps me on the road nearly every week, so I try to take advantage of every available travel perk. Living in the Ft. Lauderdale / Miami area, I am fortunate to have two major airports within 35 minutes, and with this being a popular tourism destination there is a wide selection of non-stop flights. Therefore, I cannot always remain loyal to just one airline because it's hard to justify wasting time taking a connecting flight, or perhaps spending an extra night on the road, just to earn miles. As a result, I have premium status with several airlines each year. I...
AJ Capital Partners Acquires The Lumen Hotel in Dallas, Texas
AJ Capital Partners | April 22, 2019
Dallas, Tex. – Adventurous Journeys (AJ) Capital Partners announced today that it has acquired the Lumen Hotel in Dallas, Texas. The hotel will continue to operate independently as the Lumen Hotel while undergoing renovations. Once complete in spring 2020, the property will debut as Graduate Dallas, part of the Graduate Hotels® collection. Following the renovation, the hotel will offer 95 guestrooms, a communal lobby, Poindexter coffee shop, a reimagined restaurant and bar, rooftop lounge and upgraded pool courtyard. Originally constructed in 1963, the four-story building has long served Southern Methodist University and the n...
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