Chocolate Pillow | Hotel Advice, News and Opinion
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The subtle power in one word

Hey again peeps!  As many of you know, I am very keen on the psychology of complaints and complainers, and how they can be responded to.  Recently I cam across...

Letting Go – The Art of Walking Away!

So, this subject may end up becoming book title number 3, or 4, depending if my next title gains traction (keep eyes peeled on that although it is slow going!) There...

Responding to Reviews

Regular readers will remember many moons ago my original post about responding to TripAdvisor reviews, which featured some golden rules about how to respond to reviews.  In general these guidelines...

Deserving versus Un-Deserving

Being active in Reception Management, I spend a lot of my time on the front line working the Reception Desk in the same manner as my team, but i had...

The Joy of Bias

The title of this post is actually ironic - bias is not a joyful thing in most circumstances, but can be used to your advantage despite being mainly disadvantageous.  The...

Handling Un-Guaranteed Bookings

What do you do when you are full and you have loads of unguaranteed reservations?  This is a question that many reception staff pose to each other and to management...

Stress – it’s not all about you!

Stress is something that everyone encounters, but have you ever thought beyond yourself when considering the effects of stress? Some people thrive in a world of stress, using certain types of...

Sharing is caring

So, it has been almost forever since I last blogged, and quite honestly it's because I have been too busy with life and work! But I am back and will...

All Feedback is a Gift

I have written before (many times) about handling feedback on TripAdvisor, but how about dealing with criticism in general? Someone once said to me that 'all feedback is a...