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ARTICLES

Articles
What We Wish We Knew Before Becoming Adjuncts

May 2022

Featured on Harvard Business's Inspiring Minds platform

What's Your Story? Why You Need a Personal Brand

March 2016

Published in conjunction with Georgetown University.

Checklist to the Top: Leveraging Your QA Program for Guest Satisfaction

August 2012

HotelExecutive.com. PDF Available Upon Request.

Bang for the Buck: Enhancing Your Team’s Loyalty Know-How

March 2012

HotelExecutive.com. PDF Available Upon Request

It’s Not Just About the Bonus Points Anymore: Rethinking the Elite Guest Experience

October 2011

HotelExecutive.com. Reprinted by Sales & Service Excellence Magazine in January 2012

Creating a QA Culture

April 2011

Initially published in The Loyalty Leader, the quarterly newsletter for LRA by Deloitte (formerly LRA Worldwide) and picked up by Hotel Resource

Service on a Shoestring: Delivering Memorable Service without Breaking the Bank

April 2009

Published in The Loyalty Leader, the quarterly newsletter for LRA by Deloitte (formerly LRA Worldwide).

Acting the Part in Customer Service

August 2008

Published in Lodging Hospitality Magazine

PROGRAMS

Hospitality Manager: Leadership

August 2019

Contributing leader to the American Hotel & Lodging Educational Institute's Hospitality Manager digital learning suite.  Leadership is the first of several courses to be launched over the coming years.

START Program

January 2015

Contributing editor to START (Skills, Tasks, and Results Training) series developed by the American Hotel & Lodging Educational Institute to provide introductory-level knowledge of hotel operations.

Programs

MEDIA

Recruiting the Superstars of Tomorrow: Insights from Today's Hospitality Leaders

January 2017

Released in partnership with Georgetown's Global Hospitality Leadership Program, I shared my thoughts with Skift on the key needs for talent of the future within the hospitality industry 

Media

PODCASTS

Keys to the Customer Experience: Listening for Accuracy, Not Assumptions!

January 2020

This Feels Right Podcast with Joel Silverstone

Podcasts
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