› Service
May 14 | by LMA
Most articles devoted to food & beverage talk about some new chef, food costs or techniques. Rarely, however, do they mention the unsung back-of-the-house heroes - the Stewarding Department.
The position of Chief Steward is often overlooked and misunderstood. A good chief steward makes everyone in F&B shine; a great one is a rare find. We are fortunat...
May 3 | by LMA
As one of the foremost minds on brand management and development, Robert A. McDonald, President and Chief Executive Officer of Procter and Gamble, is one person for which you should definitely pay attention and listen carefully. (Note: P&G has perennially been one of the world’s ‘Top 20’ corporations, with a stellar record of earnings, customer and employee...
May 1 | by LMA
I am well aware that the concept of free WiFi Internet in hotel rooms is an aspiration of every hotel manager. However, many hoteliers are reluctant to do so for several reasons:
- A legacy system, purchased years ago, means a direct cost is levied every time Internet is accessed. Thus, they have a cost that logically demands revenue offset.
- Your phy...
Apr 26 | by LMA
Your in-house restaurant acts as a beacon for guests looking to unwind with a fresh meal close to home base, thus improving the overall quality of their stay. This is common knowledge. But recently what I’ve found is a trend towards standardization of onsite eateries. Every hotel restaurant I visit seems to offer the same general assortment: salads, pasta,...
Apr 9 | by LMA
When your reputation as one of the finest properties in the world is at stake, the need for continuous re-invention is not just a concept, but a necessity. On a recent trip to Los Angeles, I had the opportunity to experience exceptional service and a top-quality product. But what stood out most at the Montage Beverly Hills are several unique aspects of the...
Apr 3 | by LMA
Hilton Garden Inn Carlsbad Beach is situated along the brilliant Southern Californian coastline in Carlsbad, thirty minutes north of San Diego. With 161 rooms, the property is ideally located for leisure and local business.
But what’s most appealing about the property is its distinguished quality of guest services. The staff is particularly friendly and c...
Mar 29 | by LMA
I recall a conversation with an owner of a Relais & Chateau affiliated property in the early days of the Internet. He questioned the need for a web site and proclaimed to all, “no one I know will book my property over the Internet.”
The first Internet booking engines were somewhat crude, clunky and expensive. Moreover, hoteliers had to load room inventory...
Mar 26 | by LMA
Here are four examples of service above and beyond the ordinary. I present them here as “GOLD” award winners, something that all hoteliers can aspire to.
Hotel Im Palais Schwarzenberg, Vienna, Austria: Several years ago, I had the pleasure of spending several nights at this magnificent property. While the hotel is now closed, the service was of such a hig...
Mar 16 | by LMA
Why it’s important to integrate computer tablets into your hotel operation
You know a lot about them. You might even have one. They’re popular for business and leisure and satisfy the trendy factor consumers seek, but are they right for your property? When it comes to tablets the answer is yes. The real question for most hoteliers is whether or not this n...
Feb 13 | by LMA
This article encourages you to think back to your first job in our industry and see how far you've come from your early days in hospitality.
Everyone has to start somewhere. For most of us in the hotel business, that first job in our industry is of utmost importance: it is your opportunity to prove to yourself that you have made the correct career decisio...
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