Born and raised in southern California. Started a career in
hospitality working as dishwasher in a restaurant in
Phoenix, Arizona. Later became prep cook, dinner cook,
and after a move to Oregon became kitchen manager. Changed
career direction and started hotel side of hospitality
career working night audit. Moved back to Phoenix and
later became front office manager, assistant general
manager, and eventually general manager. Managed hotels
in Phoenix, AZ, Albuquerque, NM, Gulfport, MS, and
Deming, NM.

Over 20 years working in the hospitality industry in jobs from dish-washer to hotel general manager. I have had success in every stage of my career. Most notably in the service side of the industry, while maintaining a reputation for clean hotels and growing revenues. My last hotel went from the mid 50% to the top 5% in brand service rankings.

My Book:
X-cellent Guest Service, What Every Hotel Should Know About Serving Generation X
Available at Amazon.com
ISBN: 1434815064

My website:
http://www.freewebs.com/borderlandhosp/

My blog:
http://x-cellentguestservice.blogspot.com/

My products:
- Hotel Manager's Toolbox CD-ROM
http://www.freewebs.com/borderlandhosp/toolboxcd.htm

- X-cellent Guest Service (eBook version): Serving Generation X
http://www.freewebs.com/borderlandhosp/xcellentserviceeboo k.htm

My parents always told me ...

Eat your veggies

Why I write ...

To help share my experiences

What I am reading/watching/listening to ...

The Success Principles, Jack Canfield

My first job ...

Snack Bar in Drive-In movie theatre

Travel > Hotels & Accommodations (Other) What to do when a hotel overbooks

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The growth of the hotel industry over the last few years has increased the number of choices you have when traveling. The increase of travel also brings with it an increase of the undesirable element we all face in our modern times. Therefore, hotels must protect themselves with rules and policies. As an insider, over 20 years in the hospitality industry, let me offer some tips and information that will be of benefit to you.

It is unfortunate that hotels must cover the costs of those rude people, who reserve rooms, do not cancel and never show up. At certain times, peak seasons, holidays...

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