Here are some ideas of how your leadership efforts can craft a brand that goes beyond just transactional to attract top talent and foster a culture of loyalty in the fiercely competitive hospitality market.
The top 5 hotel guest complaints and how staff can respond
While you can’t prepare for every possible complaint, it is possible for a prepared hotelier to train their staff on how to respond to the most common complaints.
How to correctly respond when a guest says “Thank You”
Responding to a customer’s “Thank you” with a casual, downplayed “No problem” or “Not a problem” misses the opportunity to acknowledge your skillfulness and selfless generosity–as part of a job well done–and to dignify the exchange with an elegant “You’re so welcome”.
Empathy-Based Customer Service: Putting Yourself In Their Shoes
The skill set you need to make empathy-based customer service your default mode.
Four excuses your guests are sick of hearing
Your customers aren’t interested in the why’s of their problem—they want to know how it’ll be fixed.