BLOG & ARTICLES

From “Tragic” to “Magic”: the Service Recovery Paradox - by Victoria S. Martinez

Anyone who has worked in customer service can attest to encountering guests who are not satisfied with a situation. In order to be an...

Recognizing that face. Remembering that name. Critical to your success.

Review of Article By Victoria Martinez, 08/31/2020 Summary “Face Recognition and Name Recall: Training Implications for the Hospitality...

Keep Smiling My Friends!

By Tom Martinez, June 6, 2017 My team was ready to travel to the other side of the world. More than that, we were prepared; prepared with...

Podcast: Push Me...Pull You - Lessons in Leadership and Influence

Leadership is not about building a flock of followers. It’s about influencing others to act toward achieving a common goal. In a business...

Patronos. Antes de Reabrir sus Negocios…

Ya varios condados de la ciudad están re-abriendo sus operaciones para gradualmente volver a la nueva normalidad. Posiblemente algunos...

Do You See The Puzzle? by Victoria S. Martinez

Puzzles are one of my favorite things to do with my family when we get bored at home. The more pieces they have, the more enjoyable they...

Adaptability - Not Conformity - is the Answer

By Victoria S. Martinez March 8, 2020, the beginning of spring break when I embarked on the Royal Caribbean Harmony of the Seas for a...

Expectations - by Veronica M. Martinez

$3.48. 22 Minutes. Accept or Decline? I have to admit: my first couple of UberEats runs were a little shaky. The app didn’t come with a...