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Outbooking – the results are in!

How does overbooking and out booking affect guests? The latest results of an impact survey provide some revealing insights!...

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...

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...

How to de-motivate your staff

There are articles numbering the high thousands or even millions, that tell you how to motivate your staff.  So rather than write another one of those, I decided to tell everyone how to de-motivate their staff as this will really emphasise just how your every...

Overbooking & Outbooking – How to handle it!

I regularly review the search terms used for finding my site, and by far the most common searches relate to outbooking and overbooking.  Surprisingly when searching, there is no definitive standard for outbooking guests and there is not really anything that tells you what to...

The Myth of the Difficult Customer

Many of you will be in a position to understand the 'difficult' customer and just how draining they can be; but does such a thing as the 'Difficult Customer' actually exist or is this just a Customer Service Myth? I recently had cause to think about...

How to manage overbooking… properly!

I have written many an article that slanders overbooking and how detrimental this can be to a hotel's reputation.  But there are some positives to it too...

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...

Did media and greed kill hospitality during the Olympics?

I saw an interesting article earlier today on BigHospitality which reported that visitor numbers were down during the Olympics 2012 - the Office of National Statistics reported that there were 5% less international visitors than the same time last year, with International Visitors numbering just 590,000...