Chocolate Pillow | Maintenance
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Maintenance

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...

The importance of understanding your staff

There is no shortage of articles about management, and definitely no shortage of advice on how to be the 'perfect' manager; I do not proclaim to be the perfect manager, nor am I the strongest manager out there. I have my flaws, shy away from...

TripAdvisor – The Hotelier and User’s Best Enemy?

Hello again all, So I have covered Groupon before, but there is an even bigger monster that almost every hotelier or restaurateur in the world has had lurk over their shoulder at some point or another; the beast known as TripAdvisor. I previously looked at how Groupon...

How to complain, part 2

Okay, so last week I talked about when to complain, and who to complain to. This week I want to talk about how to actually phrase your complaint face to face, and how to ensure you receive the best results for yourself. I know that when...