Friday , July 20 2018

Doug Kennedy

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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7 trainer tips for hotel reservations

If you're like most hotel managers, chances are you are highly focused on securing more direct bookings and thus reducing the costs of customer acquisition. If so, here are some train-the-trainer style tips for providing your reservations and/or front desk colleagues with the skills they need to covert today's over-informed, channel surfing callers.

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Leadership lessons learned

Earlier this month I observed a difficult situation playing out at hotel where I was a guest, and it provided an invaluable reminder of just how important effective leadership is when things go wrong in the hotel business.

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Best practice for the era of electronic inquiries

As anyone who has worked in the profession of hotel sales and catering sales for 10 or more years knows, the skill-set required to be a top performer is quite different these days. Today's sales superstars still have to have exceptional 'people skills', which today is more formally referred to as emotional intelligence.

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Use new technology to deliver authentic hospitality

It has come to pass that the number of phone calls made has declined, and at most hotels the job of PBX Operator has been folded into the front desk. Guests now receive personal calls directly on their mobile phones, and hotel websites answer most basic questions that guests used to call about such as directions or transportation. In the meantime, the number of reservations booked online has increased while voice reservations have declined.

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