Chocolate Pillow | Sales/Revenue
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Sales/Revenue

The Compensation Culture | The Psychology behind the Demands

It is almost unreservedly blatant to every business that operates today, that we live in what can only be described as a 'Compensation Culture' - where every problem or issue can seemingly be resolved in the form of monetary compensation - but just why is...

Overbooking & Outbooking – How to handle it!

I regularly review the search terms used for finding my site, and by far the most common searches relate to outbooking and overbooking.  Surprisingly when searching, there is no definitive standard for outbooking guests and there is not really anything that tells you what to...

TripAdvisor’s TripBarometer is rather revealing…

Let's be honest with ourselves - online review sites are going to be here to stay, and businesses will never fully see eye to eye with the sites that offer them; after all, they tend to be a conduit for negativity a lot of the...

How to manage overbooking… properly!

I have written many an article that slanders overbooking and how detrimental this can be to a hotel's reputation.  But there are some positives to it too...

Hotel rates and occupancy – why less is more

People I have worked with, and some revenue and business models I have seen, rely on (for want of a better phrase) 'packing people in' - generally fill the hotel as much as possible (sometimes overfill it) and then we will look brilliant...

Handling Negative TripAdvisor reviews

So you put your heart and soul in to giving someone a nice stay, and then three days later their review comes in on TripAdvisor as one out of five, and a long list of complaints - what do you do? It is expected for every...

Did media and greed kill hospitality during the Olympics?

I saw an interesting article earlier today on BigHospitality which reported that visitor numbers were down during the Olympics 2012 - the Office of National Statistics reported that there were 5% less international visitors than the same time last year, with International Visitors numbering just 590,000...

Hotel placebo’s and forgotten guests…

Something was mentioned today that made me wonder, and took me on an interesting thought process - does the placebo effect apply to hotels?   Most people may be familiar with the placebo effect, but for those that are not:   [quote]The placebo effect is the psychological term used...

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...