Chocolate Pillow | My Rants
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My Rants

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...

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...

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...

How NOT to sell to people!

I recently began investigating the cost comparison between new car and old car, with particular interest in contract purchasing a new vehicle - oddly, this showed me a lot of flaws in the sales tactics of many people, that often see themselves appearing in hotel...

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...

Overbooking is more hassle than it’s worth!

Firstly for my regular readers - sorry for the lack of posts recently; lots of stuff going on in my life and lots of working hard!  But here I am again with another ramble on about hotel practices! I regularly review what drew people to my...

How to de-motivate your staff

There are articles numbering the high thousands or even millions, that tell you how to motivate your staff.  So rather than write another one of those, I decided to tell everyone how to de-motivate their staff as this will really emphasise just how your every...

Discrimination – truth or perception?

I recently read about an incident at a restaurant that would normally be enough to make my blood boil, but then I heard the restaurant's defence, and it made me realise that in the current world, many things are thrown under the banner of 'discrimination'...