Chocolate Pillow | habits
26
archive,tag,tag-habits,tag-26,ajax_fade,page_not_loaded,,vertical_menu_enabled, vertical_menu_transparency vertical_menu_transparency_on,qode-theme-ver-6.3,wpb-js-composer js-comp-ver-4.3.5,vc_responsive
 

habits Tag

  • All
  • All
  • F & B
  • Front of House
  • Guest Blogs
  • Housekeeping
  • Maintenance
  • My Rants
  • Operations
  • Reviews
  • Sales/Revenue
  • Uncategorized
Effective Leadership in the Hospitality (or any) Industry

Hotels are hard work - long hours, lots of demands and often trying to juggle one hundred different things at once. On top of this you have to co-ordinate many departments, with differing tasks and performance measures and most importantly, you have to deal with...

Some thoughts about you and your hospitality career!

As readers will know, I live and breathe hospitality and work 'on the ground' in a hotel, albeit at management level (90% of my time is spent on the floor doing the job of those I manage, so I am usually found checking guests in...

The Power of Choice

Every day, you make hundreds, if not thousands of choices and todays hotel guest is no different.  So I wanted to impart on you some advice regarding choice and enabling this and even using it to your advantage for complaint handling. A choice is made either...

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...

Online Reviews – It’s not just about TripAdvisor!

Welcome back peeps!  It has been far far too long since I posted and I am sorry; life has gotten away with me and, to be honest, I haven't really had much inspiration!  But here I am, back once again! This time round I want to...

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...

The Compensation Culture | The Psychology behind the Demands

It is almost unreservedly blatant to every business that operates today, that we live in what can only be described as a 'Compensation Culture' - where every problem or issue can seemingly be resolved in the form of monetary compensation - but just why is...

The Service Recovery Paradox – can you avoid it?

Those of you who have done a hospitality degree of some kind, will know what this theory is; but does it really exist and can you stop this from occurring anyway? The theory of the service recovery paradox goes something like this: The guest who does...

Handling Negative TripAdvisor reviews

So you put your heart and soul in to giving someone a nice stay, and then three days later their review comes in on TripAdvisor as one out of five, and a long list of complaints - what do you do? It is expected for every...

Customer grades – discrimination, elitism or common sense?

Today, I walked in to the Halifax branch I normally used, went to the counter to deposit cash, and was informed that my account did not allow cash deposits at the counter - I had to use the self-service machine.  I further enquired about what...