Category: Published Articles

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
The Long-Term Worldwide Impacts of Fukushima Daiichi's Nuclear Cataclysm

The Long-Term Worldwide Impacts of Fukushima Daiichi’s Nuclear Cataclysm

Is it or isn’t it? Fukushima. Is it a non-issue for all but those living around the Fukushima Daiichi power plant, as governments and obliging media have been saying; or are the meltdowns spreading invisible tentacles of radioactive death around the world, as some are insisting and others are wondering, a sense of unease at […]

October 16, 2011 | More
Luxury Hotels: The Butler is here to Stay, But will the Guests be Happy Driving Fords?

Luxury Hotels: The Butler is here to Stay, But will the Guests be Happy Driving Fords?

“If hotels can have ridiculous things like butlers, they can certainly have bed bug inspectors,” bemoaned one hotel magazine editor in December, 2010. This might well be the epitaph for butler service in hotels, as it is too commonly practiced: in booming Asia, seemingly one-for-one, butler training programs have gone to the cheapest bidder who, […]

April 16, 2011 | More
Butler Service Today Five Leading Hotels Share their Secret

Butler Service Today Five Leading Hotels Share their Secret

Why have butler service in a hotel? In the cases canvassed, there were two basic reasons: either because the hotel owners conceived they had the best property in the world/on the PGA tour/etc. and they believed the corollary on the service side could only be supplied by the addition of butlers. Or because they wanted […]

February 7, 2011 | More
Green Hotels, Butler Service, Oxymoronic, or Two Sides of the Same Coin?

Green Hotels, Butler Service, Oxymoronic, or Two Sides of the Same Coin?

The drive to go green by hotels comes not so much from environmental concerns as from economic considerations. How then, does an expensive butler department fit into this fundamental drive to balance shrinking budgets? Perhaps a more fundamental question could be visited first: is there still a demand for luxury in the hospitality world? This […]

January 16, 2011 | More