Chocolate Pillow | Operations
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Operations

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...

Handling TripAdvisor Blackmail Threats

It is beyond doubt that TripAdvisor is the behemoth of hotel and restaurant reviews, but how do you handle the few cases where people blackmail your business with a bad review? Let me just disclaim myself here - there are few people who will deliberately blackmail...

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...

Dealing with complaints: The Compensatory Complainer

It is all too common to find certain complainers who immediately demand a refund, compensation or discounts; this is a compensatory complainer and they can be pretty much anyone that complains! ...

Dealing with complaints: The Assertive Complainer

Previously I have discussed many different complainer types, and in this penultimate post of the series, I want to talk about the type of complainer who will always want to get their own way - the Assertive Complainer. Many people will want to re-brand this complainer...

Dealing with complaints: The Empathetic Complainer

I have previously spoken about Silent, Professional, Social and Aggressive complainers, all types of complainer that can intertwine with each other to create a very 'difficult' situation.  Now I want to talk about the type of complainer who most assume to be the easiest to...

Dealing with complaints: The Aggressive Complainer

I have already talked about Silent, Professional and Social Complainers, and now I get in to the territory of every employees nightmare - the Aggressive Complainer. An Aggressive Complainer is not all fists and fights as you may think - they can also be 'Passive Aggressive'...

Dealing with complaints: The Social Complainer

Previously I have talked about the Silent and Professional complainers - now I move on to a growing complainer type, one that is becoming more and more 'powerful' against businesses - the Social Complainer. A Social Complainer is pretty much what it says on the tin...