Words of Widsom

Bryan's Blog

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Hiring & Engaging a World-Class Team

When I was hired over a decade ago to join a hotel, the general manager told me that if in 6-months the team was not better as a result of me being hired, then I’ve failed. Wow, what pressure! He explained that, just like on a sports team, the primary

Delivering World-Class Service: Function vs. Purpose

What is the difference between the doorman opening the hotel’s door and the doorman providing a welcoming experience? Or what is the difference between the housekeeper changing the bed sheets and the housekeeper ensuring that the guest has a clean, comfortable bed to sleep in? Some people may say they

Make each touchpoint memorable: Cha-Ching!

A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a

Building a Team of “Living It” Employees

Every team has three types of employees…those who are hearing it, believing it, and living it. My hope is that by the end of this article, you will have a firm grasp on which group of employees has the greatest potential to help the team reach its goal of being

I Am a Service Professional

The term “service professional” is universal. It is just as applicable to the hotel industry as it is to the healthcare industry and to the taxi industry.

The Greatest Bellman I Ever Met

Particularly, I was privileged to have been “roomed” by the most professional and genuine bellman I have ever met.

Customer Engagement: Where do we begin?

A few years ago, I wrote an article entitled, “The Greatest Bellman I ever Met”. It was about a bellman that amazed me with his warmth, class, and professionalism. This bellman was not interested in just serving; he was committed to providing an engaging service experience. I could literally hear

Sorry to say… but some people should not be serving other human beings.

In my travels all over our great country and across the world, I have been fortunate enough to meet some fantastic people, dine in wonderful restaurants, and stay in worldclass (and not so world-class) hotels. No matter where I am or how “acclaimed” the service experience promises to be, one

Service, It’s not about what YOU want to give

Webster’s Dictionary defines service as “work done for others”. Yet, it is interesting to find so many businesses in the hospitality industry doing the exact opposite. Many incorrectly believe that service is about the great product or idea that everyone must want. I mean, why wouldn’t a customer want to

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