Archive for Service

Free Your Staff

Technology can be a burden or it can liberate your hotel staff. Here’s how it can liberate them to improve customer service. Recruitment and retention of great hospitality staff is getting increasingly difficult throughout the world. Going forward, only the best employers will survive and thrive. Not only do tomorrow’s stars expect short-term advancement opportunities, […]

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10 Quick Ideas to Market Your Property Better Now

  Many GMs think that marketing planning is done once a year, typically in the Fall and in advance of the coming fiscal year. Here are a series of quick points you can spring on your director of marketing to see to help keep your marketing program on track. 1.  Repeat customers are easier to […]

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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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Qualifying Service, One Interaction at a Time

A  recent weekend getaway to Miami with my wife gave me some time to ponder the concept of service and what it means at its core. After more than 30 years of extensive travel, I calculate that I’ve probably experienced over 5,000 nights in various hotel rooms. This translates to tens of thousands of employee-to-guest […]

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