Category: Published Articles

Emotional Engagement—A Mantra in Search of a Technology

Emotional Engagement—A Mantra in Search of a Technology

Emotional Engagement—A Mantra in Search of a Technology Credit Emotional engagement is one of those hot subjects that most have heard of but very few can actually define. What is it exactly? As with any subject, a keen observation of life in action followed by a logical analysis can shine light on the dark corners […]

August 15, 2016 | More
Constant Creativity & Enthusiasm In the Drive to Exceed One’s Own Lofty Expectations

Constant Creativity & Enthusiasm In the Drive to Exceed One’s Own Lofty Expectations

Four- and five-star hotels and resorts around the world number in the hundreds, catering to different markets/publics with different needs and wants. The imperative to make the guest experience so memorable that the guests become repeaters and ambassadors, occupancy runs dizzyingly high and word of mouth sizzles, is one that every new (or existing) General […]

April 26, 2016 | More
Would You like Your Service Today Live or Programmed, Madam?

Would You like Your Service Today Live or Programmed, Madam?

Would You like Your Service Today Live or Programmed, Madam? During the 1990’s, I interviewed several futurists for various issues of Government Technologies magazine: amongst other predictions, they anticipated the omnipresence of robots in the workforce. In 2001 (unrelated to Stanley Kubrick’s 2001: A Space Odyssey), I spoke at a butler convention about a convergence of […]

March 26, 2016 | More
Love and The New Age of Service

Love and The New Age of Service

Much attention has been placed by training departments of luxury hotels and resorts on bringing new hires up to the required standard of superior service. This is no small challenge in some areas, given the lack of familiarity of the new hires with high-end lifestyles, the expectations of those who live them, and the general […]

January 15, 2016 | More
Creativity & Passion, Keys to Wowing and Returning Guests

Creativity & Passion, Keys to Wowing and Returning Guests

Training at five-star resorts around the world offers a window seat into the more-refined sector of creativity and the achievements of those who are constantly striving to enthrall guests—guests with ever-rising expectations driven largely by access to an ever-expanding field promising and delivering equally exceptional experiences—and so move beyond merely satisfied guests into the heady […]

April 16, 2014 | More
Mr. Bicycle and Other Challenges

Mr. Bicycle and Other Challenges

“What do you suggest?” asked the GM of a luxury resort over lunch, recently. “A guest is insisting we track down the guest who ‘stole’ his bicycle and have him apologize in person.” The resort gives bicycles without charge to all guests and one had perhaps inadvertently, in the dark, taken the wrong one back […]

March 15, 2014 | More
The Politically Incorrect Guide to  Keeping (and Attracting) Your Better Employees

The Politically Incorrect Guide to Keeping (and Attracting) Your Better Employees

 Here are some fresh ideas and politically incorrect suggestions on the biggest expense (and loss) for hoteliers: personnel and their penchant for quitting every 18 months or so. Perceptions and expectations have changed over the last couple of decades: loyalty and longevity used to be a given virtue and now, fabulously enough, have become signs […]

January 23, 2014 | More
Slaying Oxymoronos Maximus, the Great Dragon of Cheap Imitation in the Luxury Market

Slaying Oxymoronos Maximus, the Great Dragon of Cheap Imitation in the Luxury Market

When it comes to luxury, nobody is under the misapprehension that a Ford, as good as it is in its context, can be passed off as a car that would cost $100,000 because it is built of the finest materials and is designed with a host of features that would warrant such a price tag. […]

May 31, 2013 | More
Creative Strategies for Maintaining Training Quality without Busting the Budget

Creative Strategies for Maintaining Training Quality without Busting the Budget

Since the publication early last year of The Butler is here to Stay, but will the Guests be Happy Driving Fords?, a noticeable trend has been observable in the hospitality industry toward the serious training of butlers and the establishment or improvement of butler programs or imparting superior butler service levels in guest-facing positions. In […]

July 13, 2012 | More
What is Behind the Gyrations of the World Economy and Where is It Going?

What is Behind the Gyrations of the World Economy and Where is It Going?

Do yourself a favor and skip this article if you prefer to think the ship is simply rolling heavily in the calm seas. The captain of the Good Ship Earth, I am afraid, has a very definite agenda that is taking it off the course everyone thinks it is on as they go about their […]

April 1, 2012 | More