With over 90% of consumers claiming to use online reviews to make a purchasing decision, the world of online reviews is a behemoth that looms over many businesses, striking fear into the heart of many owners. In the hospitality sector, in particular, reviews can be...
Here I take on the recent news article about JD Wetherspoon and some other businesses deleting their social media accounts! https://www.youtube.com/watch?v=2a6mROrHhCk&t=1s...
So, here I tackle a claim from some restaurateurs that chefs are getting more fickle about their working life and actually attending for interviews etc - well, maybe if the employer considered there marketing channels and working environment, the 'problem' wouldn't exist! https://youtu.be/v4K706TBziE This is drawn from...
This time I share with you an age-old mantra of Hospitality that has stuck wth my through my career and what this actually means for you as a hotelier! https://www.youtube.com/watch?v=Ua-u54Frj1o ...
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...
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...