Negative reviews are part of the hospitality industry, so don’t think of bad reviews as a death knell for your establishment.
Do you employ university students to serve your guests?
By Stephen Hickmore: I don’t have a problem with students working in hospitality per se – I am simply a concerned hotelier who objects to being served by someone who would rather be doing something else.
The unsung heroes of hospitality – Executive Housekeepers
By Larry Mogelonsky: an interview with Sonakhanum Mammadova at the Fairmont Flame Towers in Baku, Azerbaijan.
Excellent customer service is the cornerstone for hotels
The quality of customer service depends on subjective expectations and varies from guest to guest, so we need to provide special attention to the expectations we create and the way we manage them.
Using guests to market your hotel
If guests share with their family and friends about their trip to your hotel, you know that you’re marketing to a readily available, enthusiastic audience that considers their social media network a trusted source.
Hotel technology should not be vendor-lead
In our final interview with Michael Levie, COO and Founder of CitizenM Hotels, he discusses why hoteliers need to be deeply involved with technology, even if they don’t want to.
Room keys using NFC technology: benefits and drawbacks
The cost to install and educate guests about these locks is disproportionate from their current benefits.
Are the long hours hoteliers work really necessary?
By Stephen Hickmore: Are hotel managers being given a life sentence or a rewarding career? We should be training competent heads of departments so managers don’t need to be there “Just in case”.
Leadership mentoring – what’s most important
By Larry Mogelonsky: Molding the next generation of hospitality leaders is far easier said than done.
Public Relations a ‘must’ for small hotels
As many small hotels have a unique story to tell or a unique service to offer, they are interesting to the media and a good media placement can lead to a substantial increase in sales.
