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Front of House

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...

Some thoughts about you and your hospitality career!

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...

The Power of Choice

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...

The subtle power in one word

Hey again peeps!  As many of you know, I am very keen on the psychology of complaints and complainers, and how they can be responded to.  Recently I cam across something that I wanted to share with you.  This will just be a quick post! Whenever...

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...

Responding to Reviews

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...

Online Reviews – It’s not just about TripAdvisor!

Welcome back peeps!  It has been far far too long since I posted and I am sorry; life has gotten away with me and, to be honest, I haven't really had much inspiration!  But here I am, back once again! This time round I want to...

Deserving versus Un-Deserving

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...

The Joy of Bias

The title of this post is actually ironic - bias is not a joyful thing in most circumstances, but can be used to your advantage despite being mainly disadvantageous.  The rule of bias is simple - bias is defined as 'inclination or prejudice for or...