Train Your Hospitality Team To Say 'YES!' To Guest Complaints - By Doug Kennedy
With the continued growth of online guest reviews, social media postings, and videos of customer rants on YouTube, it is obvious that a hotel’s level of guest service is increasingly transparent to the outside world. This is why in today’s world it is more important than ever to train your hotel hospitality staff to not only welcome guest complaints, but to actually encourage them.
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2010's Upside-Down Pyramid: All Hail King Consumer - Luxury Travel and Lifestyle Trends - By Karen Weiner Escalera
No one knows for sure what 2010 will bring. Most economists say the global recession has probably peaked, but what will the recovery look like? In some sectors, consumer spending is on the rise, and we're spotting more and more post-recession flowers blooming. Whether their pocketbooks were squeezed or not, many affluents are now transformed. They want value, quality, and products with a 'moral conscience.'
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Managing Hotel Revenue and Everything That Drives It - Five Considerations Worth Repeating - By Neil Salerno
I first started writing about revenue management in 2001 and, frankly, I haven't seen overall business conditions change too much since then; markets are highly competitive and many hotels are still openly discounting rates to drive business.
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Food & Beverage - Happy Yet? Creating More Pleasure at Work - By Ken Burgin
Happy, friendly, fun, cheerful...all words you want associated with your business, yes? Sometimes you've chosen well with staff who smile and share their enjoyment of life. And occasionally a gloomy character slips through: it's been months since they saw the lighter side of anything, but their speed or efficiency saves the day.
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