Featured Articles:
Service Leaders of the Pack and Suite Success, published in Tom Peters On Achieving Excellence
A Guiding Light, published in People Management
Ensuring Quality Service at All Times, published in Singapore Business Times
Better Services from a Rich Cultural Staff Mix, published in Hotels IHA Report
Survival Skills for Managers, published in Peter Drucker’s Leader to Leader
Trust, Collaboration and Innovation, published in Journal of Change Management
Make Your Property ‘User Friendly’, published in Marketing Review
On the Ball, published in European Hotelier
Investigative Skills to Improve Standards, published in The Singapore Times Saturday Review
Simple Secrets of Asking the Right Questions, published in Bottom Line Business
Lap of Luxury, published in Blue Sky Team Strategies to Boost Your Bottom Line
Private White Papers:
Infrastructure – Process and Results
The Three Biggest Mistakes Made By Revenue Managers
Changing Unproductive Habits
Numbers Do Lie
The Future of Executive Coaching
Transfer of Implicit and Explicit knowledge in Luxury Environments
When you Speak, it Matters
High Potential = High Maintenance
Worlds Apart – Aligning Company Strategy and Talent
Featured Speeches:
Optimizing Customer Value to Sustain Business Growth, for Asia Pacific Service & Quality Conference, Singapore, sponsored by Singapore Airlines
High Impact Learning, for Charter Institute for Personnel Development, London, United Kingdom
Transformational Service Management, for The Service Quality Center of Singapore
Capturing The Full and Conscious Commitment of Your Team, for Singapore SQ Centre and The International Herald Tribune
How To Measure & Improve Customer Satisfaction in the Hospitality Industry, for International Quality & Productivity Center, San Francisco, CA
Building Trust in your Brand, for Acura Dealership and Brand Managers, La Costa, CA
Key Note Presentations:
Building Trust
The Awesome Power of Good Questions
The Limits of Service
Structure, Process and Results
Service Hierarchy
Trust, Innovation and Collaboration
Management is Not the Same as Leadership