Simply by being present, you are selling. The only question is “What are you selling and how?” Your guests and clients are looking for value. They are speaking with you because you are either: Solving a problem they have or, Providing some service they desire. Engage in conversation. Never simply ...

There is nothing quite as shocking as being told that your position has been eliminated or that you are being fired. What’s important is that you remain calm and listen very carefully. Do not become so upset that you fail to hear that you are being considered for another position ...

Pets, Electronics, and Robes! Oh my!   Some clients and friends would not dream of having you stay anywhere except at their home. Or you may end up there because of weather conditions that cause your flight to be cancelled. While this arrangement would not be my first choice, if ...

Once in a rare while, you will have a guest who is having a really bad day. The thing is, your guests are human. Maybe someone is sick in the guest’s family, or your guest has received bad news and seems to be taking it out on you or your ...

Your guests are listening with their eyes. The right choices in clothing, accessories, and grooming will communicate trust and credibility whether you are working (or playing) locally or abroad. Dress to communicate excellence. Style is nice but substance is better. The term universal standards is used when discussing first class ...

Your property or organization attracts celebrities because you have earned a reputation for quality and respect for the privacy of your guests. The number one rule when receiving celebrities is to respect their privacy. I know that you would never consider asking for an autograph, nor would you ask if ...

Most of your guests choose to visit your property, fly your airline, or cruise on your ships for reasons of either business or pleasure. Some tourists may travel with you and then stay at a hotel while recovering from an elective or a complex and specialized medical procedure. This stay ...

Think of the global spending power! There are millions of people worldwide who have disabilities. They are shopping, traveling, dining out, and applying for jobs. Be professionally ready to receive this large and important segment of your guest, client and vendor population. These are guidelines that you will use successfully ...

The world of Wearable Technology may be the new Wild West for employers. Your employees need common sense and revenue driven, “Suggested Guidelines.” The list below may assist you in creating your own brand guidelines. The most important issue: brand, guest and employee privacy. Visible communication devices tell your guests ...