• Etiquette In Today’s World:  Where is Emily Post When You Need Her?
  • Forget About Finding Passion In The Workplace.
  • 2019… The Year of the Pig
  • Work Like A Dog For Sales Success
  • ‘Tis The Season For Thanks And Giving
proper etiquette

Etiquette In Today’s World: Where is Emily Post When You Need Her?

I am appalled at the lack of proper business etiquette (or any type of etiquette for that matter) in today’s world.  When did it become acceptable for people to be so nonchalant when it comes to thanking people, being courteous, or showing respect? Every day, I am witness to educated, social, and professional adults proving to me that they did not grow up with the same lessons my parents and…

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Heart made of arrows.

Forget About Finding Passion In The Workplace.

Do you really need to be passionate about your chosen career to be effective?  Or, can you just go through the motions and complete your check list every day without your ultimate goal or specific passion being fulfilled?  Does a lack of passion for your chosen profession mean you can’t be successful? There are many, many self-help books, articles and videos that encourage people to follow their passion; that you…

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2019 Pigs

2019… The Year of the Pig

According to the Chinese Zodiac, 2019 is the Year of the Pig.  The Pig is the twelfth of all zodiac animals. According to one myth, the Jade Emperor said the order would be decided by the order in which they arrived to his party. Pig was late because he overslept. Another story says that a wolf destroyed his house. He had to rebuild his home before he could set off….

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Like A Dog

Work Like A Dog For Sales Success

I have two puppies – one “acts like a dog” and one “works like a dog”.  Both are successful in winning what they want out of me (sales success so to speak) and each dog has a different sales approach to get my attention, love, and/or treats.  Both puppies have distinctly different personalities and traits even though they are litter-mates.    One of my dogs (appropriately name Bacchus after the…

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giving

‘Tis The Season For Thanks And Giving

In the hotel industry, we are always thanking and we are always giving…. especially in November and December.  Unless you are a winter destination or resort, this is the time of the year when business drops off a cliff and we scurry to scare up anything we can to help our occupancy, ADR, RevPar. It is a known fact that if road warriors are traveling over the holidays it is because…

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direct bookings = more money

Direct Bookings = More Money In Your Hotel’s Pocket

When you weigh the effects of direct bookings’ revenue against the cost and hassle of third party bookings, it’s easy to get frustrated.  Paying between 15-30% of our room revenues to someone other than our owners seems crazy when, with a few easy steps you can wean some of your guests off the OTA bottle and teach them to book directly with your GSRs or on your website. Putting A Go…

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quality service

What Defines Quality?

They say that beauty is in the ‘eye of the beholder’; but what about quality?  Who determines what defines quality and where the benchmark should be placed?  When it comes to product selection, individuals definitely have their own standards of quality when it comes to choosing a product or service.  Conversely, brands/owners/managers have established a level of quality that must be achieved in order to be proud of their service AND to…

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temperature

What’s The Temperature In Your Back Office?

What’s the temperature in your back office? No, I am not talking about your thermostat… I am talking about the climate of your culture!  Do you and other property leaders run hot and cold, or does your leadership temperature need to rise to a degree or two?  Or, are you an over-the-top, highly emotional leader and need to take it down a notch? As any leader will tell you that…

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May Day: Day to Celebrate or a Cry for Help?

On Tuesday, May 1st we celebrate May Day.  It’s a sure sign that warmer weather is upon us and that summer cannot be far behind.  May Day is a happy day.  We pick and give flowers, we dance around May Poles, we dig out pastel colored clothes, and we start thinking of beach days.  Why then, do people in distress cry “mayday mayday mayday”?  Surely, they could have found a different…

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salesmanship

Salesmanship… Walking The Line Between Marketing and Sales

We all need to sharpen our salesmanship skills to not only keep pace in the market but to win the battle amongst our competition salespersons.  In January, I wrote a blog entitled “Is Selling Just Marketing or Is Marketing Selling?”  After reading the blog and (hopefully) evaluating your own sales process, did you make any adjustments to your personal salesmanship activities?  Have you evaluated the proportion of sales versus marketing activities…

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trends or gimmicks

Trends: Jump on the Bandwagon or Jump off the Cliff?

In our industry, trends are often shared about anything and everything to try to impress the customer.  Some are great!  Some are, well, a bit over-the-top (i.e. installing sensory deprivation tank for wellness treatments…1,000 pounds of Epsom salt, free of sound, free of gravity, total darkness, just you and your thoughts, floating in the water, promising total-body rehabilitation).  Everyone wants to offer ideas on what will bring in the most…

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High price

You’ve Quoted Too High. Now What Do You Do?

You went for the moon and priced high.  You wanted to show the market who’s the boss.  You made your stand, but the customer hasn’t called you back and won’t return your call.  You are frantic because you want and need their business.  What do you do now? Oh boy.  What does a salesperson do when they have overpriced their product in a competitive market? In order to address the problem…

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Going to be a super game

Super-Stay Me on Super Sunday

Ahhh, the #SuperBowl!  What a great day for football.  What a great day to super-stay your guests!  Do you have plans to celebrate “Big Game” Sunday at your hotel?  How are you going to add to the customer experience? Whether you are a New England fan (me), a Philadelphia fan, or just a football fan in general, there is cause to celebrate in your hotel.  It’s no fun to watch the game alone.  Fans want…

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Is Selling Just Marketing, or is Marketing Just Selling?

There is often confusion as to whether a good salesperson is actually selling or whether they are just wandering around the community marketing their hotel and hoping a sales contract drops in their laps. In order to try to specifically define the difference, I called on my old friend Wikipedia to help me with the definition: Sales:  The activity of selling, or the number of goods or services sold in…

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profanity filter

Profanity In The Workplace. Why Do We Cuss?

Dang.  This world seems to have spiraled out of control with potty-mouth talk.  When did profanity become acceptable?  When did it become socially acceptable to communicate using cuss words?  Open social media.  Open emails.  Listen to conversations (young and old/educated and uneducated).  Listen to television, radio, music and video.  Look at #hashtags.  Every other word seems to be profanity. Why do people think that profanity is acceptable in today’s society?…

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Love Love Lov

Love Is In The Air. Or Is It?

The Beatles say “All You Need Is Love”.  John Paul Young says “Love Is In The Air”.  The Captain and Tennille say “Love Will Keep Us Together”.  It really doesn’t matter how we define Love or why it works – we just need to create a “Love Story” for our guests and help our loyal customers feel “The Power of (our) Love”  especially in February – the month of “Love Actually”. So,…

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New Year - New Focus

Happy New Year! Set Your Goals High!

Happy New Year! We all have great intentions, a renewed vigor for our work, and the desire to be ultra-successful in 2018, right?  I know I do and am very busy today making sure my stars are aligned, my focus is razor sharp, and I am poised and ready for a successful New Year! What better way to start 2018 than to make sure your roadmap is in place and you…

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Respect basics

Respect. Does It Exist Anymore?

It might be the time of the year or my mood, but it seems respect has grown wings and flown out the window. I went back and searched my blogs because I know I did a blog a number of years ago on respect, and sure enough – there it was – written on 12/17/2014.  In that past post, I spoke about respecting time.  Missing meetings, deadlines, or simply not responding to…

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