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 but often do not actually know the answer to; similarly, many smaller hotels and independents...
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 to talk about the type of complainer who most assume to be the easiest to...
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...
On a recent edition of the Hotel Inspector (UK - channel 5), hospitality businesswoman and member of the Charles Forte hotel dynasty Alex Polizzi, quite blatantly advised a hotelier to start charging for extras and stop giving them away for free. Now you may be...