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. 

Marketing in the hotel industry has advanced rapidly, yet at most hotels and brands, the message on hold scripting is stuck in the 1990s.

Help your staff understand your hotel’s rate strategy and therefore better execute it when selling and up-selling, and also better defend it when they are faced with otherwise difficult questions from today’s savvy guests.

Guest empathy training is important because, more often than not, those who work in hotels have limited experience with travel. Chances are that they most likely think it’s always glamourous, fun and exciting.

As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Once thing I have learned is that the level of authentic and genuine hospitality, which travellers treasure the most, has little to do with the number of stars or diamonds hanging on a plaque behind the front desk.

As a hotel reservations consultant and sales trainer, I'm often asked for my perspective on the current trends regarding the number of inquiry reservations call received vs. previous years.

With hotel brands so quickly copying each other's amenities, services and décor, just about the only point of differentiation is the human engagement delivered by the people we call colleagues.

As a hotel industry hospitality trainer, I surely have a more critical eye for detail than the average guest...