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Industry
Why the human touch is vital to training your staff
Much of the attention paid to online learning for staff loses sight of the human experience that hoteliers strive to…
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Industry
How your on-hold message may be letting you down
Marketing in the hotel industry has advanced rapidly, yet at most hotels and brands, the message on hold scripting is…
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Industry
Are you maximising sales with your rate strategy?
Help your staff understand your hotel’s rate strategy and therefore better execute it when selling and up-selling, and also better…
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Industry
Guest empathy training creates genuine experiences
Guest empathy training is important because, more often than not, those who work in hotels have limited experience with travel.…
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Industry
True hospitality starts with the human heart
As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Once…
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News
Trends in reservations inquiry call volumes
As a hotel reservations consultant and sales trainer, I'm often asked for my perspective on the current trends regarding the…
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News
Are you giving your guests enough ‘revPAH’?
With hotel brands so quickly copying each other's amenities, services and décor, just about the only point of differentiation is…
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Industry
Measuring and incentivising front desk and reservations upselling
Chances are that like most hoteliers this time of year you are busy formulating your financial game plan for 2018.…
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