Category: Guest Services

Your Face Is On Fire

Years ago, I heard a conference speaker share a story about the power of active listening. When he would check out at a retail store or coffee shop, he had a peculiar – yet fantastic...

Developing Muscle Memory in Guest Services

Back in the pre-iPhone era, before our fancy contact whatzits and Siri-call-this-person shenanigans, we had to remember things called phone numbers. And occasionally, we’d find ourselves remembering the numbers more by the way our...

Feel the Effect

When working with a team, it can be difficult to get your vision across. What is crystal-clear in your skull doesn’t always translate once it leaves your lips. And while being a clear visionary...

All Signs Point To…What?

I snapped this photo during a recent hotel stay. In case you can’t tell what you’re looking at, this is a sign that points sign-followers to…a blank wall. As in: “follow this path, and walk...

What Helps Them?

One of our rules of thumb for our First Impressions team is Be proactive, not reactive. In short, that means that we never want a guest to feel the need to ask a question,...

Interrogate Your Guests

This post title is what you would call “hyperbole.” When guests show up on the weekend, there’s no need to tie them to a chair, flip on a spotlight, and play good cop /...

When You Shouldn’t Talk to Your Guests

Yesterday we covered the six times in a weekend service that you should strategically plan to address your guests. But what about times when you should strategically plan not to talk to them? Any time you...