When I was still a chef, I never would have admitted this, but I’m convinced of this now: I can forgive an overcooked steak, but I can’t forgive rude or inattentive service. I believe that, while food is subjective, true hospitality is objective. To quote the great Maya Angelou, “I’ve learned that people will forget…
Customer or Guest
May 21, 2015 by
When I do hospitality or guest service training, I ask my audience “What is the difference between a customer and a guest?” It is truly amazing at the replies that I hear, often including the one “that there is no difference”. I would disagree with this response because in my opinion, there is a big…
Hospitality and Technology – A Modern Day Oxymoron
May 12, 2015 by
When I do hospitality training sessions, I inquire from my audience if they believe that hospitality, by definition, is warm, personal, engaging guest service. Invariably, the answer is a resounding YES. I then tell my audience that every one of them owns a device that is the least hospitable thing there is and that every…
Hospitality Principle: The 10/5 Rule
May 6, 2015 by
True hospitality of warm, personal and engaging guest service can only be achieved when the guest believes you’re on their side. Have you ever walked into a restaurant or hotel and been completely ignored by the staff? A server walks by you, a busser, a bartender, even a manager walks by you and never acknowledges…
Nightclub and Bar Convention 2015
April 1, 2015 by
Kelley’s presentation titled “30 Secrets to Grow Bar Revenue” at Nightclub and Bar 2015
Goodwin Hospitality
March 18, 2015 by
I am pleased to announce a partnership between Goodwin Hospitality and Kelley Jones Hospitality. Goodwin Hospitality is the leading expert in the hospitality industry, offering management recruiting, professional mystery shopping, innovative guest surveys and feedback programs, and personal management services. Kelley Jones Hospitality now offers cutting-edge training programs for any Goodwin client in need of…
Madison Square Garden
March 12, 2015 by
What an honor it was to have worked with the Madison Square Garden company for the second year in a row training more than 4,000 managers, team members, and supervisors at Radio City Music Hall, Beacon Theater, Chicago Theater, LA Forum and Madison Square Garden, “the world’s most famous arena.” What an incredible company and…
Philanthropy in Las Vegas
February 4, 2015 by
How amazing is it that a city known for it’s immoral vices has such a big, caring, giving community with a huge heart! Home to roughly two million people, Las Vegas has so many wonderful charities that truly help people in need. I was honored to serve as the Chairman of the Epicurean Charitable Foundation…
The Los Angeles Forum
January 21, 2015 by
What an honor to Emcee the LA Forum annual meeting with appearances by Joe Walsh of the Eagles, LA Lakers’ Jeannie Buss, Shelli Azoff and the Mayor and Council members of Englewood, California. All 700 plus managers, supervisors and team members of The Forum also attended the event as we kicked off the 2015 concert…
