Words of Widsom

Bryan's Blog

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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