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Effective Leadership in the Hospitality (or any) Industry

Hotels are hard work - long hours, lots of demands and often trying to juggle one hundred different things at once. On top of this you have to co-ordinate many departments, with differing tasks and performance measures and most importantly, you have to deal with...

The Joy of Bias

The title of this post is actually ironic - bias is not a joyful thing in most circumstances, but can be used to your advantage despite being mainly disadvantageous.  The rule of bias is simple - bias is defined as 'inclination or prejudice for or...

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...

Sharing is caring

So, it has been almost forever since I last blogged, and quite honestly it's because I have been too busy with life and work! But I am back and will hopefully be able to blog more often now! The hospitality industry, as with many others, is...

Recruitment is a two way process…

5 things that annoy me about companies recruitment processes - the views of an applicant. Article upon article is available that tells applicants how to stand out; but I fail to see many that actually tell employers how to recruit properly and professionally. ...

Hotel GB – #HotelGB left a sour taste!

So, last night we had the first episode if Hotel GB on Channel 4 (in the UK).  I am a member of many forums and sites and have spent today reading quite a few posts and views and reports and blogs about the program, so...

The golden rules of enquiry handling

I have had cause recently to contact several companies over a variety of things, and the responses I received nearly rendered me speechless.  This was not because they had provided an exceptional response, but because they had broken some of the fundamental rules of enquiry...

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...

How to complain

So, it has been a while, but I am back after 2 weeks in Tunisia and then another 2 weeks catching up on my workload! When we went on holiday, and when we returned, there were several issues that caused us to complain to the tour...