Chocolate Pillow | Front of House
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Front of House

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...

Stress – it’s not all about you!

Stress is something that everyone encounters, but have you ever thought beyond yourself when considering the effects of stress? Some people thrive in a world of stress, using certain types of stress to drive them on and push them forward.  I am one of these people...

Sharing is caring

So, it has been almost forever since I last blogged, and quite honestly it's because I have been too busy with life and work! But I am back and will hopefully be able to blog more often now! The hospitality industry, as with many others, is...

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...

How to annoy a receptionist!

Well, it has been a busy few months for me with the starting of a new job and the run up to Christmas but now I have returned with a fairly tongue-in-cheek post aimed at everyone who ever stays in a hotel. The world of Reception...

Outbooking – the results are in!

How does overbooking and out booking affect guests? The latest results of an impact survey provide some revealing insights!...

Transference – why you may be the reason people hate your brand!

I have written many posts that delve in to the psychology of consumers and for this article I wanted to tackle the process known as transference and how this can affect a guests' perception of your brand. For those without a psychology background, transference is the...

Dealing with ‘The Riff-Raff’

Every hotel has them - the guests who disrupts every other guests stay, uses foul language everywhere, drinks excessively or is just generally an unpleasant human being. But what happens when 'the riff-raff' come to stay? In my career, I have interacted with many 'unpleasant' people...

Walkouts – Avoiding the Bad Debtor!

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...