Service, Profit, or Both?

By: Chuck Kelley Member of Laguna Strategic Advisors Most commentary on service excellence expresses some or all of these themes: Exceeding customer expectations, anticipating guests’ needs, being responsive, creating the impression that someone cares, memorable...

Service Excellence From The Inside Out

By: Chuck Kelley Member of Laguna Strategic Advisors It seems like there has been a lot of chatter recently about the service priority and why service is the difference maker. Or maybe this is just my imagination and the chatter is always present. In any case, I have...

The Four-Pillar Imperative of Hotel Positioning

By: Chuck Kelley Member of Laguna Strategic Advisors Do you really understand how to position your hotel and then profit from that positioning? We show you how in a few smart steps. Positioning your hotel can be a matter of profit or loss. However, it’s not as easy as...

Ten Keys to Career Success

By: Chuck Kelley Member of Laguna Strategic Advisors You want to rise to the top in your lodging career, right? These tips will help you achieve your goals. Recently I was asked to address a group of hospitality school students on the topic of career success. My...