Chocolate Pillow | Hotel Advice, News and Opinion
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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...

Gift
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...

How to respond when things go wrong!

It is not very often that I hear something that changes my ethos on customer service - every day I see hundreds of articles and tips that provide advice on...

How to annoy a receptionist!

Well, it has been a busy few months for me with the starting of a new job and the run up to Christmas but now I have returned with a...

Outbooking – the results are in!

How does overbooking and out booking affect guests? The latest results of an impact survey provide some revealing insights!...

How NOT to sell to people!

I recently began investigating the cost comparison between new car and old car, with particular interest in contract purchasing a new vehicle - oddly, this showed me a lot of...

Dealing with ‘The Riff-Raff’

Every hotel has them - the guests who disrupts every other guests stay, uses foul language everywhere, drinks excessively or is just generally an unpleasant human being. But what happens...