-
News In Brief
The heart of hospitality needed now more than ever
By focusing on what guests really want - warmth, welcome and genuine interactions - true leaders will rise above the…
Read More -
New Zealand
Op-Ed: Train front-desk staff to handle COVID-19 complaints
When I read the online guest reviews and social media postings, one legitimate factor frustrating the traveling public is inconsistency.…
Read More -
New Zealand
Reinvent the welcome experience with self-check-in
It’s time to reinvent the self-check-in process, and that doesn’t mean only cutting back front-desk employees.
Read More -
New Zealand
Op-Ed: Reinvent the welcome experience with self-check-in
It’s time to reinvent the self-check-in process, and that doesn’t mean only cutting back front-desk employees.
Read More -
New Zealand
These times, more than ever, call for heartfelt hospitality
It seems to me that all these stressors are amplifying the default personality traits of those at both extreme ends…
Read More -
Industry
Op-Ed: The most important hotel ‘salesperson’ right now is working behind your front desk
Here are 5 principles for hospitality excellence to help hoteliers see the front desk as a revenue-generating position, not an…
Read More -
News
Op-Ed: Use video email for personalised, narrated, virtual hotel tours
By training your team to use video email for personalised, virtual tours, you'll be providing meeting and event planners with…
Read More -
Industry
Is your hotel sales team ready for the transition from fishing to hunting sales leads?
After the tidal wave of cancellations and postponements in March, followed by an eerily quiet April and May when many…
Read More -
News
How to show welcoming smiles behind your hotel staff masks
As part of the hotel and lodging industry’s effort to help guests feel safe about traveling during the current COVID-19…
Read More -
Industry
Train your sales and reservations team to show compassion for cancellations
As a hotel sales trainer, it seems very odd to be writing a train-the-trainer article about how to manage cancellations,…
Read More