Sept. 27, 2021

What is NPS?

This post originally appeared at --- Like it or not, recommendations and social proof are more important than ever. As a result, your business needs to know much more than simply how satisfied your customers are - you need …

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April 8, 2021

5 MORE Ways to Improve Service

In an earlier post we explored 5 ways to improve service in your hotel.  Today, travel is starting to come back, and occupancy is climbing. Guests are more demanding than ever as pent-up demand gives way to crowded lobby’s and overwhelme…

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Jan. 21, 2021

5 Ways to Improve Service

With everything that the past year has brought, it’s completely expected (and normal) that a handful of basics have fallen off but as occupancy starts to pick up and basics aren’t brought back in line quickly, your hotel could start to s…

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Jan. 1, 2021

Five Trends Expected in the Hotel Industry in 2021

Trying to predict when travel will return feels like a bit of a fool’s errand.  There are simply too many variables in play to get a good sense of when we’ll see meaningful turnaround. That said, if we zoom out and connect some…

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Dec. 1, 2020

Finding Ancillary Sources of Revenue in Hotels

Tony Hsieh, the founder of, wrote in his book Delivering Happiness, “Without conscious and deliberate effort, inertia always wins”. That quote jumped off the page at me when I read it many years ago and has stuck with me ever …

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Nov. 26, 2020

The Five Changes Expected In The Hotel Industry

Returning to operations in our new environment is sure to bring many expected and unexpected challenges. Between figuring out social distancing protocols and mitigating risk throughout the property, hotels will be contending with a lot as we move th…

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Nov. 25, 2020

The First 100 Days

As we start looking at a post-coronavirus world, there’s an opportunity for savvy managers and business owners to outline an action plan that will launch them out of their current situation and provide the momentum needed to be successful in o…

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Nov. 24, 2020

5 Ways to Improve Your NPS Score

NPS is a reflection of your efforts to create fans of your business so your goal shouldn’t be to simply increase your score. It’s about sentiment and how people feel about what you’re doing. If you’re not coming at NPS i…

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Nov. 23, 2020

A Tactical Guide to Emotionally Engaging with Customers

I’ve been obsessing lately over how to effectively communicate and train the execution of emotionally engaging service. This is a big topic and the more you dig into it, the deeper down the rabbit hole you find yourself.  Whether it&rsqu…

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