"Wouldn't It Be Nice..."

How The Oregon Q Care Program Answers Hospitality’s Service Training Needs





We all start to hum and tap our feet to the Beach Boy’s paean to teenage angst and dreams. But, we in the industry share the same emotions, whether we are in Lodging, Restaurants, Attractions, Recreation or Retail. We aim to meet Guest/Visitor expectations, exceed usual Customer Satisfaction indices, frame an overall Experience which is memorable and make some money while we… Continue

Just picture this. You are at a music festival, seated, awaiting the top performer. He enters, the lights dim, spots begin to cross the stage, the band strikes up. Soon, you are tapping your feet, perhaps drumming your fingers, beginning to sway, mouthing the words, bopping your head. The song moves into the finale. Crescendo!



You are on your feet, moving with others, arms raised, and face aglow. Multi-colored lights explode, smoke bellows, everyone screams, applauding madly. You are… Continue

You do not have to be a Super Action Hero from the Classic Comics to appreciate the impact of these words: POW, WHAM and WOW. They are usually displayed as some nefarious dark character is dismissed, paving the way for goodness and light. This is a bit like we would wish to accomplish with our Brand, reflecting energy and passion, as we deliver on the promise.



The crux of being a successful brand in the Experience Economy revolves around orchestrating 'Branded Moments of Truth', not… Continue

We all know E-Bay. Many of us have attended those Charity galas with silent and loud auctions. We in Hospitality are always asked to contribute to educational, fraternal, civic and special interest events - a room night here, a fine dinner there, a basket of goodies, a trip on the Morning Dew vessel, a condo exchange, a day of skiing - you name it. We try to establish a value for these goods and services, helpful to the organization and our deductible Charity budget.



Let's turn the… Continue

As we move along the "food chain" (types of restaurants), we have certain expectations of service, courtesy, discourse. But, what I find remarkable is the lack of regard for the customer and the guest by the Service Staff, often unwittingly disrespecting my patronage. Sadly, they have been trained no better. To echo Rodney Dangerfield, "I get no respect".



It begins with the greeting, "Hello, guys, my name is XYZ, and I'll be your server tonight". Firstly, the lovely lady sitting… Continue