Category: blog post

When people come to a hotel, they want their room. They don’t want to get to know the staff. How do you balance top-notch service and getting people to their…

I started my hospitality career in 1964 working at a Hilton Hotel. This episode was recorded in Hilton in Yakima, WA. In 1973, I begin working for Marriott.  When I started…

Don’t stay where you are not appreciated. Good pay and health benefits can make you feel comfortable enough to get stuck in a place you don’t want to be. Even…

If you want to have success, be healthy, and happy, one of the most important things you can do is learn how to manage your time. In this episode, we…

Attack the problem, not the person. Often, an incident comes from a poor procedure or lack of clarity. At Disney, we dig all the way down and find out why…

Training and developing staff is one of the most important things for your organization to do. But how can you train your staff when you have a limited budget? First,…