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Effective Leadership in the Hospitality (or any) Industry

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...

Gift
All Feedback is a Gift

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 to respond when things go wrong!

It is not very often that I hear something that changes my ethos on customer service - every day I see hundreds of articles and tips that provide advice on handling situations, and indeed I have myself been guilty of writing a few of these...

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...

The Hotel Standards Compendium

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...

Dealing with complaints: The Assertive Complainer

Previously I have discussed many different complainer types, and in this penultimate post of the series, I want to talk about the type of complainer who will always want to get their own way - the Assertive Complainer. Many people will want to re-brand this complainer...

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 Professional Complainer

In my last post of the series, I introduced you to a fairly business-damaging complainer - the Silent Complainer.  This time, I want to talk about a complainer who (for all appearances) can make your life very difficult (but can also be easier to deal...

Dealing with complaints: The Silent Complainer

This post is the first in a series that analyses the types of complainer that people are and how best to deal with them when faced with a complaint, either face to face or otherwise.  These complainer types are also dealt with in my book...

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...