Training your front-desk staff on how to recognise and capitalise on up-sell opportunities at guest check-in can result in a much-needed boost to bottom lines

Front-desk employees have the power to encourage known regular guests to book direct. Here are some tips on how to help train your front-line staff on increasing conversions.

I often use voice-to-text and also have an Amazon Alexa device that I use to check the weather forecast or play a song. However, I just don’t buy that a “voice-only” search for a hotel room is going to catch on that quickly.

When you read a cross-section of negative comments from online reviews and guest surveys, it’s easy to recognise a common theme across all lodging operations: Heart failure.  

There’s nothing that makes a stay feel less personalised than poor attempts at personalisation.

Chances are that if you take a good hard look at how accom salespeople spend their work days, there are likely to be some unnecessary tasks eating up their time.

It is time to rehumanise our customers, whether we call them hotel guests, restaurant patrons or sales prospects.

If your accommodation is looking to improve guest service satisfaction, one of the first steps mid-level managers should do is evaluate how they’re mentoring or developing front-line staff.

Receiving a text message asking if my room is OK - or a pre-arrival "welcome" email telling me what I already saw at the hotel’s website - evokes the same emotional reaction I have when receiving “happy birthday” texts and emails from my doctor’s office..

Much of the attention paid to online learning for staff loses sight of the human experience that hoteliers strive to give their guests.