From Pricing Complaints to Personal Attacks  How to Respond to Challenging Guest Reviews

From Pricing Complaints to Personal Attacks: How to Respond to Challenging Guest Reviews

Hospitality On Nov 26, 2012  By  0

Responding to online reviews has become routine for many hoteliers, and yet every once in a while a real zinger comes along that makes you Read More

The 8 Things You Should Never Say to a Client

The 8 Things You Should Never Say to a Client

Hospitality On Sep 15, 2012  By  0

They say words make up just 10 percent of communication, while things like body language and voice inflection make up the majority. But words are Read More

Thinking Differently in Hospitality

Thinking Differently in Hospitality

Hospitality On Jul 24, 2012  By  0

  Working with hospitality companies over the years has taught our team to always expect the unexpected; regarding ideas, opinions, egos and random thoughts on Read More

Online Traveler Reviews

How To Respond To Online Traveler Reviews – The Good, The Bad And The Ugly.

Hospitality On Jul 21, 2012  By  0

In an increasingly technologically savvy world, it has become second nature for both business and leisure travelers to turn to the internet to research for Read More

Hotel Performance Dashboard

Understanding the New Hotel Performance Dashboard

Hospitality On Jul 12, 2012  By  0

 Understanding what guests are saying about their stay at your hotel and what is influencing their perspective enables your marketing and operational executives to determine Read More

Customers Complaining

Meet Your Complaining Customers, What Causes Them To Complain, And How Complaints Affect Your Business

Hospitality On Jul 4, 2012  By  0

If you are a manager, frontline or back-of-the-house employee in the hospitality industry, or in any business for that matter that provides customer service, you Read More

under performance

How Hotel Owners and GMs can Change ‘The Top 10 Reasons Why Hotels Underperform’ – Part 2

Hospitality On Jun 20, 2012  By  0

In Part I, I covered the first five reasons why hotels underperform in response to what hospitality professionals felt were the top 10 reasons why hotels underperform. Read More

Who Is More Important

GM or Guest, Who Is More Important

Hospitality On Jun 20, 2012  By  0

Evil Erik recently complained about all those guests who believe that they deserve the best service and expressed his surprise that some of them even Read More

A Guide to Motivating Employees

A Guide to Motivating Employees

Hospitality On May 26, 2012  By  0

Walk around the office of Dixon Schwabl in Victor, New York, and you’ll see countless paper notes tacked inside the employees’ cubicles. Each handwritten piece Read More

Communication Program

4 at 4: Tea Time With the GM Communication Program Part I

Hospitality On May 25, 2012  By  0

I started this HR (Human Relations) program on my second day in the GM’s office at Avari Towers Karachi, where it continues to the present Read More