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Industry
A complaint is like a carrot…
The first step in conquering complaints is to understand their root causes. It occurred to me that a familiar root…
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Industry
How to excel at the upsell..
Training your front-desk staff on how to recognise and capitalise on up-sell opportunities at guest check-in can result in a…
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Industry
Train your staff to capture direct bookings
Front-desk employees have the power to encourage known regular guests to book direct. Here are some tips on how to…
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Industry voices
The real opportunity in ‘voice’ is human engagement
I often use voice-to-text and also have an Amazon Alexa device that I use to check the weather forecast or…
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Industry
Heart Failure: The leading cause of bad reviews
When you read a cross-section of negative comments from online reviews and guest surveys, it’s easy to recognise a common…
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Industry
Guest personalisation: What it is, and what it is not
There’s nothing that makes a stay feel less personalised than poor attempts at personalisation.
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Management
How to free up your staff for the important stuff
Chances are that if you take a good hard look at how accom salespeople spend their work days, there are…
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Industry
Do you care for, or about, your guests?
It is time to rehumanise our customers, whether we call them hotel guests, restaurant patrons or sales prospects.
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Industry
Magnificent managers mentor to the max..
If your accommodation is looking to improve guest service satisfaction, one of the first steps mid-level managers should do is…
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Industry
Why guests still crave the human touch
Receiving a text message asking if my room is OK - or a pre-arrival "welcome" email telling me what I…
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