Tag Archives: communication

Not the Service Exception, but the Rule


We do not always practice what we preach. Moreover, we tend to get mired in the minutiae of our jobs that we forget who drives our industry – people. We do a wonderful job of understanding the mechanics but lousy at internal communication and execution. It is refreshing, then, when an establishment is firing on all cylinders. An organization that not only discusses the service basics, but also weaves them into their culture and executes them. I had the pleasure of visiting a Marriott hotel a few weeks ago in Massachusetts in which the staff exuded hospitality. They not only made my day, but also still have me talking about them. Continue reading