Chocolate Pillow | Hotel Advice, News and Opinion
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Walkouts – Avoiding the Bad Debtor!

Well, it has been a while since I last posted due to taking a bit of a hiatus from online activity and using my down time to relax (and binge...

Handling TripAdvisor Blackmail Threats

It is beyond doubt that TripAdvisor is the behemoth of hotel and restaurant reviews, but how do you handle the few cases where people blackmail your business with a bad...

Mental Health and Your Staff

This is an article prompted by the recent episode of Restaurant Wars on BBC2 (aired 21st April 2014) - for those unfamiliar with the show, it is basically following the...

Engage and Educate, Don’t Serve!

Trends change in hospitality on an almost weekly basis, with consumers quickly changing tactic on how they want to be served and what their ideals are.  Whilst this may seem...

The Hotel Standards Compendium

2014 is the Year of Hotel Standards Coming on 1st March 2014 – the first ever book to lay down a definitive set of Hotel Standards for hoteliers launches across the...

Dealing with complaints: The Empathetic Complainer

I have previously spoken about Silent, Professional, Social and Aggressive complainers, all types of complainer that can intertwine with each other to create a very 'difficult' situation.  Now I want...