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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...

Handling Un-Guaranteed Bookings

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...

Engage and Educate, Don’t Serve!

Trends change in hospitality on an almost weekly basis, with consumers quickly changing tactic on how they want to be served and what their ideals are.  Whilst this may seem fickle to some, it is the nature of the industry - what was novel and...

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...

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...

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...

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...

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...

When morals met money…

Here I go again - this time I look at the morality of situations in hotels and have a look at how business and moral issues effect the guest experience, in particular, with overbooking!...