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Tuesday , November 21 2017

Tag Archives: service

Phone manner matters

“The hotel room wasn’t clean or very comfy, the roof leaked… but Paul the reception guy was awesome,” said one Sydney hotel reviewer...

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CRM success is built on partnerships

Participating in a recent panel discussion in Toronto sponsored by Global Hotel Alliance (GHA) alongside experts from Acxiom, Serenata, Oracle and Cendyn served to be a truly enlightening hour and half on the future of customer relationship management (CRM).

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When guests complain, be all EARS!

Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on any given night, it should not be surprising to any hotelier that at some point during a shift every colleague is likely to encounter complaints.

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The communications hierarchy in 3 principles & 5 tips

For going on a decade now, Larry Mogelonsky has encouraged professionals to reexamine their B2B and B2C communications in terms of how the medium impacts the message itself. To help organise his thoughts on the matter, he proposed a heirarchial flowchart outlining 13 different forms of modern communications based on the level of importance conveyed by each.

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Limited service does not mean limiting your imagination

Family Checking In At Hotel Reception

Long-term capital appreciation and on-going income, coupled with perceptive timing and commitment to success will ultimately make for a highly profitable return on investment. This is why hotel investors purchase limited service properties. But it does not mean that you have to limit everything that isn’t immediately suggested in this formula. One of the secrets to limited service property success …

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Malodours in your rooms will likely come at a cost

Accommodation managers have a lot of things to think about to keep their guests happy in a competitive market, and unfortunately smell is one of them. If guests do not notice any odour to offend their nostrils when they walk into their room, or if there is an attractive scent, all should be well. But if there is something offensive …

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What is an online payment gateway: the basics for small hotels

Accepting online reservations is necessary, but you also need to have a safe and secure online payment gateway to make it work. While travellers prefer the ease and convenience of booking online, they also want to make sure that they are working with a reputable vendor who will keep their personal, financial information secure. So, what is an online payment …

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