Jul 24, 2014
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...
Jul 24, 2014
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...
Feb 26, 2014
By: Chuck Kelley Member of Laguna Strategic Advisors What is the biggest mistake you ever made? Mine was missing a business opportunity for the wrong reasons. I was distracted by assumptions and ignored the signals. Early in my career we had converted a restaurant and...
Sep 12, 2013
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...
Aug 6, 2013
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...
