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The subtle power in one word

Hey again peeps!  As many of you know, I am very keen on the psychology of complaints and complainers, and how they can be responded to.  Recently I cam across something that I wanted to share with you.  This will just be a quick post! Whenever...

Letting Go – The Art of Walking Away!

So, this subject may end up becoming book title number 3, or 4, depending if my next title gains traction (keep eyes peeled on that although it is slow going!) There are many things you can do to deal with complaints and many ways in which...

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 hopefully be able to blog more often now! The hospitality industry, as with many others, is...

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 gift, no matter how it is presented' and I have always thought of this when...

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 handling situations, and indeed I have myself been guilty of writing a few of these...

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 fairly tongue-in-cheek post aimed at everyone who ever stays in a hotel. The world of Reception...

Transference – why you may be the reason people hate your brand!

I have written many posts that delve in to the psychology of consumers and for this article I wanted to tackle the process known as transference and how this can affect a guests' perception of your brand. For those without a psychology background, transference is the...

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 when 'the riff-raff' come to stay? In my career, I have interacted with many 'unpleasant' people...