Conversations For Leaders


Customers can be your most valuable training resource. If you pay attention and listen closely, you will learn what matters to them. Paul was checking in to the hotel very late and asked where he can get a nice cold Dr. Pepper Soda? Since the restaurant was closed at that time, the staff suggested the gift shop. The customer came back and said that he prefers the can soda instead of the plastic bottle they have stocked in the gift shop. Read the rest of this entry »


Casting vision is one of my favorite things to do as a leader.  As we sat down and articulated our goals for the New Year, we needed to think about a compelling vision for 2015. Great leaders cast a vision for their organization. Whether you are leading a department or a big division in your business, your employees want to know where they are heading and why they should follow your vision as a leader. Read the rest of this entry »


Accountability gets a bad rap! Why leaders struggle with accountability? If I walked into your organization, what would be the signs of accountability in place? Read the rest of this entry »


When I began to move up the ranks in the hotel business, I got into a management position in my mid-twenties. I have to admit that part of me was not ready for leadership. From a technical skill and industry know how, I was ready to take on more responsibilities but as I reflect on it today, leading people was still a new concept for me. Read the rest of this entry »


Remember the theme song to the TV show Cheers:  “Sometimes you want to go where everybody knows your name, and they’re always glad you came”?  Ideally, anyone interacting with customers (sales people, front office staff, restaurants staff and even websites) would recognize and remember every customer’s name and make them feel like a VIP.  Read the rest of this entry »


Last week I ran into a customer who relocated his hotel reservations from another hotel in the city to our hotel. He calls himself a “Marriott Junkie”. Robert loves staying within the Marriot brand for its family spirit of service. He took the time to tell me about some of the memories and stories from traveling year round across the United States. Read the rest of this entry »

2014 in review

The stats helper monkeys prepared a 2014 annual report for this blog.

Here’s an excerpt:

The concert hall at the Sydney Opera House holds 2,700 people. This blog was viewed about 54,000 times in 2014. If it were a concert at Sydney Opera House, it would take about 20 sold-out performances for that many people to see it.

Click here to see the complete report.

BMIHMSAs we ring in the New Year, I can’t think of a more critical element into your business in 2015. I am not talking about a new technology or a savvy cost-cutting methodology that will make your shareholders proud. I am talking about great customer service! Remember, the customer? Thy customer? Read the rest of this entry »


Let me ask you couple of questions:  When was the last time someone acknowledged your efforts and contribution? When was the last time you personally acknowledged someone and communicated it to them in a heartfelt way? Read the rest of this entry »


A few days ago, I met a customer who is very loyal to the Marriott brand of hotels. They took the time to actually find me and share their observations right away, “I can’t tell you how wonderful your staff is. They are very personable and made a positive impression on my family during our stay! We had breakfast every morning in your restaurant and love your team.” Read the rest of this entry »


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