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…

In the late 80’s in my early 20’s, I was working at the Half Shell Raw Bar in Key West, FL as a line cook. To get an idea about how much of a fine dining restaurant this was, our unofficial motto was “we don’t take plastic—we serve on it.” It was a great high…

Growing up in a lower-middle class family on the wrong side of the tracks, there was no spare money for non-essentials, so at 8 years old I started selling seed packages door-to-door in the spring and Christmas cards packages door to door in the winter. I also had a paper route, I babysat and I…

I often do sales and marketing training and find that the number one challenge for sales teams is engaging a perfect stranger in conversation. I train people to look for non-verbal clues in their potential guest or customer that would give them insight into their potential client’s interests or passions. I have found that people…