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Housekeeping

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...

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...

Mental Health and Your Staff

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...

Dealing with Damage in Hotels

It is a fact of life that every hotel at some point has a room 'trashed'.  I am not talking about someone just accidentally smashing a glass, or leaving a stain on the bedsheets (I just heard you 'eewwww'!); I am talking about damage that...

Why refunds don’t work in service recovery

There are many things you can do when attempting to recover service and the practice of simply refunding a guest is commonplace; the situation gets instantly rectified, the guest has instant gratification and all is fine...

Budget vs Reality – The Great Expanse!

Every hotel has to pinch every penny and save as much as possible, but how is this affecting the actual core of your business?  How many pen-pushers have sliced a few zero's off a budget without caring for the actual people it affects or the...

Sales and Revenue vs. Operations – The ongoing battle!

So, in my last post I talked about overbooking, and in a few previous rants I have touched on the difference between operations and revenue teams in hotels. I have decided to consolidate my arguments for this in to one single post to hopefully get...

Dealing with deaths in a hotel

One thing that no-one admits to you when you go into the hotel trade is that people die, and they may well die on your shift or in your premises. And when this does happen, no-one ever tells you what to do, shock generally takes...

Charging for extras in hotels, right or wrong?

On a recent edition of the Hotel Inspector (UK - channel 5), hospitality businesswoman and member of the Charles Forte hotel dynasty Alex Polizzi, quite blatantly advised a hotelier to start charging for extras and stop giving them away for free. Now you may be...