My Facebook Fall from Grace

by Susan on March 14, 2014

I started getting itchy about Facebook last September.  I noticed that reach (how many people see a given post on Facebook) was declining for my hotel clients, and following the rules I had followed for years wasn’t making it better.  I had my own – possibly paranoid – theories about how Facebook was tweaking its […]


Add a Little Wabi-Sabi

by Susan on January 13, 2014

Here are some things I wish I knew when I started my hotel career. If you are really young or entry-level, they are hiring you because you are cheap and seem trainable, not because they expect you to know everything. Doing your job at all, much less well, makes you a thousand times better than […]



by Susan on January 4, 2014

I used to have a boss who would say, ironically, “If it wasn’t for all these annoying customers I could get some work done.”Ha. Here are three of the customers that every hotelier has met. Get Out of Work Free: M. called me on a Thursday afternoon. She worked in the office building next door […]


Happy Friday

by Susan on July 6, 2012

This image courtesy of Present and Correct, my favorite design and packaging blog.