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

Tea Time With the GM Communication Program

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

Hospitality On May 24, 2012  By  0

Items to be assembled before the meeting are all the invitee’s personal files, and the tea trolley, with the GM’s computer, mobile phones and office Read More

Give More to Get More

Article 10 – Give More to Get More…

Hospitality On May 19, 2012  By  0

Hugo Chavez considers Fidel Castro to be his. Richard Branson says that Freddie Laker was one for him. Apparently, the late Ayrton Senna played the Read More

Managers Are from Mars, Employees Are from Earth…

Managers Are from Mars, Employees Are from Earth…

Hospitality On May 19, 2012  By  0

“I think the challenge for many managers is not to bring out the best in their employees; instead, they ought to stop bringing out the Read More

The hospitality language

Train Your Hotel Team To Use The Language Of Hospitality: Part Two

Hospitality On May 19, 2012  By  0

As we have said, there is no doubt that non-verbal signals such as eye contact, body language, and facial expressions strongly help convey meaning during Read More