I’ll often tell my audience that I want them to think about the last time they went out to a special-occasion dinner, whether it’s with a great group of friends, family members, or a significant other. I tell them to imagine that it was an amazing experience. The food was incredible, the drinks were delicious,…

I often ask teams that I train if it’s ok to tell their guest or client “I don’t know.” Typically, I get emphatic “NOs” from my audience, to which I reply, “Well, what if you don’t know?” I’m a firm believer that it’s almost impossible to know everything and at some point, a team member…

Our team at Kelley Jones Hospitality is pleased to inform you of our partnership with Goodwin Hospitality! This company works closely with clients to identify areas of business improvement through management and executive level recruiting, mystery shops, guest satisfaction surveys and technology to enhance location audits.  In 1999, Eric Goodwin founded Goodwin Hospitality, as a…

When performing leadership training, I often ask my audience, “Who has ever learned anything from speaking?” Quite often, a few hands will go up in the room. My response is, “I would challenge that this is not accurate. If you’re speaking, you’re just confirming what you think you already know, when in reality, nobody learns…

It is so sad to see the deterioration of guest service in America. Odds are, if you walk into a convenience store to buy a coffee or a soda, more than likely, the only interaction you’ll get from the clerk behind the counter is “Three dollars.” Whatever happened to simple niceties in this instance such…

When I do hospitality and guest service training, I often rotate through my audience and ask individuals “What is your job?” In my business, I get numerous answers such as Server, Bartender, Cook, Host, manager. After I illicit numerous responses, I turn to my сialis generique audience and let them know that they’re all wrong.…

In the hospitality world, I like to train my teams on “moments of truth.” A moment of truth is simply that whenever a guest comes into contact with a person or product in your company or organization, they keep a running scorecard. It is how your team handles and executes the Moments of Truth that…

Back when I was just starting in my career in 1987, I moved to Stanford, CT, in typical Kelley fashion, I had not thought certain logistics through—like where I was going to sleep. The first week working at the Sterling Ocean House, as a newly promoted sous chef, I slept in my car in the…