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...
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...
Regular readers will remember many moons ago my original post about responding to TripAdvisor reviews, which featured some golden rules about how to respond to reviews. In general these guidelines should be used across all hotels, but why should you respond in the ways that...
Being active in Reception Management, I spend a lot of my time on the front line working the Reception Desk in the same manner as my team, but i had a very interesting conversation with one of my team members the other day that I...
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 does overbooking and out booking affect guests? The latest results of an impact survey provide some revealing insights!...
Well, it has been a while since I last posted due to taking a bit of a hiatus from online activity and using my down time to relax (and binge watch seasons of 24!); but now I am back and wanted to write about an all-too-common...
This is an article prompted by the recent episode of Restaurant Wars on BBC2 (aired 21st April 2014) - for those unfamiliar with the show, it is basically following the pre-opening and launch of 2 restaurants by celebrity chefs, both being opened in Manchester (and...
2014 is the Year of Hotel Standards Coming on 1st March 2014 – the first ever book to lay down a definitive set of Hotel Standards for hoteliers launches across the globe with the publication of ‘The Hotel Standards Compendium’ The Hotel Standards Compendium – The first ever set...
It is all too common to find certain complainers who immediately demand a refund, compensation or discounts; this is a compensatory complainer and they can be pretty much anyone that complains! ...