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Chocolate Pillow | Landing
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Landing
May 24, 2017
The Manchester Bombing – A Thank You to the unsung heroes!
April 11, 2017
Some thoughts about you and your hospitality career!
March 13, 2017
The Power of Choice
July 19, 2016
The subtle power in one word
June 19, 2016
Letting Go – The Art of Walking Away!
June 15, 2016
Responding to Reviews
June 13, 2016
Online Reviews – It’s not just about TripAdvisor!
February 09, 2016
Deserving versus Un-Deserving
February 05, 2016
The Joy of Bias
February 02, 2016
Handling Un-Guaranteed Bookings
January 20, 2016
Stress – it’s not all about you!
September 02, 2015
Sharing is caring
March 18, 2015
All Feedback is a Gift
January 10, 2015
How to respond when things go wrong!
December 16, 2014
How to annoy a receptionist!
September 07, 2014
Outbooking – the results are in!
August 23, 2014
Transference – why you may be the reason people hate your brand!
August 08, 2014
How NOT to sell to people!
July 28, 2014
Dealing with ‘The Riff-Raff’
July 04, 2014
Walkouts – Avoiding the Bad Debtor!
May 16, 2014
Handling TripAdvisor Blackmail Threats
April 23, 2014
Mental Health and Your Staff
April 19, 2014
Coming Soon – La Connaissance (and we need you!)
April 07, 2014
Engage and Educate, Don’t Serve!
March 31, 2014
Overbooking is more hassle than it’s worth!
February 23, 2014
The Hotel Standards Compendium
February 06, 2014
Dealing with complaints: The Compensatory Complainer
December 11, 2013
Dealing with complaints: The Assertive Complainer
December 04, 2013
Dealing with complaints: The Empathetic Complainer
November 25, 2013
Dealing with complaints: The Aggressive Complainer
November 20, 2013
Dealing with complaints: The Social Complainer
November 10, 2013
Dealing with complaints: The Professional Complainer
November 01, 2013
Dealing with complaints: The Silent Complainer
October 11, 2013
How to de-motivate your staff
September 06, 2013
Dealing with Damage in Hotels
July 17, 2013
Discrimination – truth or perception?
July 09, 2013
TripAdvisor – hoteliers, it’s time to stop the excuses!
June 11, 2013
The Compensation Culture | The Psychology behind the Demands
May 22, 2013
Overbooking & Outbooking – How to handle it!
May 10, 2013
The Reality of Online Hotel Reservations
April 19, 2013
Recruitment is a two way process…
March 16, 2013
TripAdvisor’s TripBarometer is rather revealing…
March 05, 2013
Are we ever more than statistics? Mine and My husbands story
February 16, 2013
The legalities of hospitality
January 24, 2013
The Myth of the Difficult Customer
January 22, 2013
Augmented reality and hospitality… the next generation of hotels?
January 05, 2013
Is TripAdvisor failing hoteliers?
December 14, 2012
The Service Recovery Paradox – can you avoid it?
December 04, 2012
How to manage overbooking… properly!
December 02, 2012
Hotel rates and occupancy – why less is more
November 23, 2012
Handling Negative TripAdvisor reviews
November 17, 2012
Tripadvisor Management Responses – The Do’s & Don’ts!
November 14, 2012
Is perfection achievable in hospitality?
October 18, 2012
The best welcome in the world?
October 16, 2012
Customer grades – discrimination, elitism or common sense?
October 15, 2012
Did media and greed kill hospitality during the Olympics?
October 13, 2012
When morals met money…
October 09, 2012
Why your service really isn’t as bad as some people say!
October 03, 2012
Hotel placebo’s and forgotten guests…
October 02, 2012
Hotel GB – #HotelGB left a sour taste!
October 01, 2012
Why refunds don’t work in service recovery
September 26, 2012
Budget vs Reality – The Great Expanse!
September 22, 2012
Sales and Revenue vs. Operations – The ongoing battle!
September 19, 2012
Breakfast, Hospitality and the Sales Department
September 16, 2012
Why overbooking should be cancelled!
September 13, 2012
Welcome to our new contributor – Rebekah J Fishel
September 12, 2012
The golden rules of enquiry handling
September 10, 2012
A Glass of Champagne – freebie or Investment?
September 08, 2012
The impact of poor revenue management (Part 2 – Selling rates)
September 02, 2012
The impact of poor revenue management (Part 1 – Special Offers)
August 23, 2012
Dealing with deaths in a hotel
August 23, 2012
Charging for extras in hotels, right or wrong?
August 20, 2012
The importance of understanding your staff
August 20, 2012
TripAdvisor – The Hotelier and User’s Best Enemy?
August 15, 2012
How a hotel should use Groupon effectively
August 15, 2012
How Groupon etc changed consumer spending
August 13, 2012
How SPAM is consuming Social Networking
August 09, 2012
The danger of low room rates
August 02, 2012
How to complain, part 2
July 22, 2012
How to complain
April 12, 2012
Complaint handling – making offers
April 05, 2012
Complaint Handling lesson 1
March 16, 2012
Simple Things, Massive Impact
March 03, 2012
How to be a Hotel Receptionist
March 03, 2012
Welcome!
