Chocolate Pillow | 2012 December
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December 2012

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The Service Recovery Paradox – can you avoid it?

Those of you who have done a hospitality degree of some kind, will know what this theory is; but does it really exist and can you stop this from occurring anyway? The theory of the service recovery paradox goes something like this: The guest who does...

How to manage overbooking… properly!

I have written many an article that slanders overbooking and how detrimental this can be to a hotel's reputation.  But there are some positives to it too...

Hotel rates and occupancy – why less is more

People I have worked with, and some revenue and business models I have seen, rely on (for want of a better phrase) 'packing people in' - generally fill the hotel as much as possible (sometimes overfill it) and then we will look brilliant...