Chocolate Pillow | Hotel Advice, News and Opinion
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The Power of Choice

Every day, you make hundreds, if not thousands of choices and todays hotel guest is no different.  So I wanted to impart on you some advice regarding choice and enabling...

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...