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As leaders, we don't always have raving fans. Don't worry about what people might say or think about you. If you knew how little time they actually spend thinking about you, you wouldn't worry so much!

Passion is the combustion of energy, emotion and focus, all coming together to fuel your world.  Passion is within all of us, not just a few of us.  Yet we must tap into our passion to really use it.

The single biggest indicator of guest retention is customer engagement. The average cost of getting a new guest vs. retaining a current one is 6 to 7 times higher. If you increase your customer satisfaction by 6% you will increase sales by 5%.

The people with the freshest eyes and most perspective on your service are your customers. Talk to them.  Consider a question like this:

23% of customers will not return to a hotel after only one stay because of loyalty/offerings of a competitor.

78% of customers research online before making a buying decision. This applies to everything from buying a camera to purchasing a hotel stay. What does this mean to you?

hotels.com® recently conducted a hotel amenities survey, asking travelers to dish on their favorite in-room and hotel perks. Question after question, guests reported that free Wi-Fi is a must when choosing a hotel room and that this amenity overwhelmingly factored into the decision on which hotel […]

Choosing happiness