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 is...
Category: Guest Services
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 into...
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, find...
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 / bad...
2014 Summer Reading List: Yours (Guest Services Edition)
[Quick note: after I drafted this post last week, I heard from my friend Jason Young, who compiled the mother lode of guest services reading for the summer. You can find that list here...
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 would...
Take Another Look
We like what we know. Whether it’s our favorite lunch spot or trusted vacation destination or a go-to pair of shoes, we’re fans of the familiar. And familiar is okay, as long as we remember...
A Walk To Remember
Here on the ol’ blog, I talk a lot about the mechanics of hospitality: systems, structures, and staffing that takes a biblical virtue and puts it together on an institutional level. But perhaps more important...
Gospel-Centered Guest Service
When you serve as a volunteer in the church world, dysfunction is a part of the job. It’s not 24-7 sunshine and daisies, people don’t always rise up to call you blessed, And chipmunks don’t...
What the Church Can Learn From Disney (part 6)
Finally, people. This is the last in a series of blog posts. You can catch up here. Today we’re cranking out a two-fer. That’s right: two Disney principles in one post, which is exactly what...
