Chocolate Pillow | 2012 October
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October 2012

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The best welcome in the world?

There is one point with every hotel booking where you only get that one, singular, solitary defining moment that sets the pace for the entire stay at your hotel - the welcome.  But you would be surprised how many places actually get this wrong when...

Customer grades – discrimination, elitism or common sense?

Today, I walked in to the Halifax branch I normally used, went to the counter to deposit cash, and was informed that my account did not allow cash deposits at the counter - I had to use the self-service machine.  I further enquired about what...

Did media and greed kill hospitality during the Olympics?

I saw an interesting article earlier today on BigHospitality which reported that visitor numbers were down during the Olympics 2012 - the Office of National Statistics reported that there were 5% less international visitors than the same time last year, with International Visitors numbering just 590,000...

When morals met money…

Here I go again - this time I look at the morality of situations in hotels and have a look at how business and moral issues effect the guest experience, in particular, with overbooking!...

Why your service really isn’t as bad as some people say!

Hi again all; well it is 2 weeks today that I head off on my Bali adventure, jetting off around the world and hopefully experiencing some of the best service that hospitality industries have to offer - or then again it could be that the...

Hotel placebo’s and forgotten guests…

Something was mentioned today that made me wonder, and took me on an interesting thought process - does the placebo effect apply to hotels?   Most people may be familiar with the placebo effect, but for those that are not:   [quote]The placebo effect is the psychological term used...

Hotel GB – #HotelGB left a sour taste!

So, last night we had the first episode if Hotel GB on Channel 4 (in the UK).  I am a member of many forums and sites and have spent today reading quite a few posts and views and reports and blogs about the program, so...

Why refunds don’t work in service recovery

There are many things you can do when attempting to recover service and the practice of simply refunding a guest is commonplace; the situation gets instantly rectified, the guest has instant gratification and all is fine...