Monthly Archives: July 2013

Great Service Begins with a Connection

heartOver the past few weeks I have been asked what has been the defining element of my career. Some are known as financial wizards, others as brand innovators and scores more as sales gurus. My hallmark is service. It may not be sexy but when executed flawlessly is a differentiator and a competitive advantage. In a landscape that grows increasingly crowded and fiercely competitive the advantage will not go to the hotel that offers the most amenities nor the lowest rate. Rather, the advantage will be scored by the property that emphasizes the value of their guests. These savvy hoteliers understand that longevity and success is achieved by nurturing relationships – establishing what I call a “heart connection.”

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