Archive for June, 2011

Inverting the Pyramid to Build Service Reputation

Adapting your organizational structure for today’s rapid communications is a hot topic amongst hoteliers. We all know it’s a necessity, and we’re all curious about how best to initiate this change. But when it comes to the fine print, however, we are often left in the dark. Managers are bombarded with so much work that […]

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Double Deviation: Two Wrongs Never Make a Right

When does a service issue become an outright problem instead of just a temporary inconvenience? What is the “tipping point” that provokes a guest to write a comment in TripAdvisor, or worse, never return to your property? And, most importantly, once you find this threshold, how do you ensure that things never reach this point? […]

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