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Understanding First Impressions

Understanding First Impressions

No matter what your industry, a first impression is of immeasurable importance. The first impression is especially critical within hospitality, where the first few moments have the potential to establish the guest’s entire experience. Those of us in hospitality need...

Nonverbal Communication in the Hospitality Industry

Nonverbal Communication in the Hospitality Industry

Anyone in the hospitality industry will tell you how important communication is to high-quality service. Our goal is to serve others and meet their needs, which is impossible without strong communication abilities.  When we talk about communication, most people...

Why Focus On Engagement?

Why Focus On Engagement?

I’d like you to take a minute to think about a time someone engaged with you while you were out shopping. Have you ever purchased a product or completed a transaction you were unsure about? What turned your “maybe” into a “yes”? Chances are, it was because someone...

What is a People First Mentality?

What is a People First Mentality?

Hospitality, at its very core, is centered around people. The customer must be at the front of every decision we make, and each process should be tailored directly to them. My “People First” mentality in hospitality uses engagement, communication, and a positive...

Qualities of Strong Hospitality Leaders

Qualities of Strong Hospitality Leaders

Throughout my time in the luxury hospitality industry, I’ve come into contact with an incredible variety of leaders. Some of them have become wonderful mentors who have shared so much of their experience and wisdom with me. For this, I am eternally grateful. Their...

My Story to Tell

My Story to Tell

Thanks to a recent article published by Forbes, the number of people searching for me online has dramatically increased over the last few months. Through this recent spike in interest, I have realized that I have a voice. Over the years, many people have asked me to...