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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 to talk about the type of complainer who most assume to be the easiest to...

Dealing with complaints: The Aggressive Complainer

I have already talked about Silent, Professional and Social Complainers, and now I get in to the territory of every employees nightmare - the Aggressive Complainer. An Aggressive Complainer is not all fists and fights as you may think - they can also be 'Passive Aggressive'...

Dealing with Damage in Hotels

It is a fact of life that every hotel at some point has a room 'trashed'.  I am not talking about someone just accidentally smashing a glass, or leaving a stain on the bedsheets (I just heard you 'eewwww'!); I am talking about damage that...

The Reality of Online Hotel Reservations

  One of the most convenient ways to book a hotel room online is through travel booking sites such as Expedia, Travelocity, and Orbitz. Although these websites provide a fairly quick and easy way to make a reservation and there are many sites to choose from,...

Augmented reality and hospitality… the next generation of hotels?

For anyone that knows me, I am a hospitality passionate geek who loves gadgets and fun new toys - particularly those that have an application within the hotel environment.  Having a usual muse around a variety of blogs today, I found a little post about...

Is TripAdvisor failing hoteliers?

2013 brings a hopefully prosperous new year for all hoteliers, but also inevitably means yet further growth of TripAdvisor; but is this behemoth of online reviews actually doing hoteliers any favours - does it even care about them? As almost any hotelier who uses TripAdvisor will...

Hotel rates and occupancy – why less is more

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...

Tripadvisor Management Responses – The Do’s & Don’ts!

Those of you familiar with TripAdvisor will be fully aware of the ability for hotels to write management responses to reviews, and just how those responses can be misinterpreted, or just downright rude and sarcastic. Take for example this review and response from the hotelier (titled...

Why your service really isn’t as bad as some people say!

Hi again all; well it is 2 weeks today that I head off on my Bali adventure, jetting off around the world and hopefully experiencing some of the best service that hospitality industries have to offer - or then again it could be that the...