Customer Service

How to achieve great customer service

Hospitality On Dec 20, 2011  By  0

The service your guests receive will often be the most memorable part of their stay. Few people will return by choice, where they’ve experienced poor Read More

Measure of Hotel Performance

Guest Satisfaction Index: the Next Big Measure of Hotel Performance?

Hospitality On Aug 24, 2011  By  0

 Traditionally, hotels have made pricing decisions based on a combination of demand forecasts, supply, operating costs, competitor activity, and gut feel. Market performance is measured Read More

Room Style

Hot hotel room style

Hospitality On Apr 12, 2011  By  0

In the hotel business the initial impact your room has when you turn the key and walk in is priceless. Hotel decorators understand the psychology Read More

Ten Things Hotels Won't Tell You

Ten Things Hotels Won’t Tell You

Hospitality On Mar 25, 2011  By  0

  1. “In tough times we have to discount—creatively.” For the hotel industry, 2009 was the worst year since the Great Depression, and last year Read More

new Customers

Do you really need new Customers? What Hospitality Businesses can learn from Retail

Hospitality On May 4, 2010  By  0

Many in the Hospitality Industry felt they knew everything about the Customer Experience. Even the very definition of Hospitality percolated with terms like care, attention, Read More

improving hotel customer service

Five tips to improving hotel customer service with user generated reviews

Hospitality On Mar 10, 2010  By  0

Providing a consistent level of quality customer service is always a work in process for hotel managers.  Couple that with the fact that the labor Read More

where your customer is

Do you know where your customer is? Or Knowing where your business originates

Hospitality On May 4, 2009  By  0

Gandhi is best known as a spiritual leader and activist that gained a following because his ideas on peace and his peaceful civil disobedience inspired Read More

guest experince

How to address the “guest experience” with your staff!

Hospitality On Dec 10, 2008  By  0

  Starbucks, once the darling of Brand excellence, devalued, and now on a tentative ascension, was never about the coffee.  It was about the Experience Read More

first impression

Customer experience: if at first impression you don't succeed … You better try again

Hospitality On Nov 24, 2008  By  0

To begin with, please excuse my mangling of the time-honored maxim “If at first you don’t succeed, try, try again” in the headline. I fear Read More