By feature writer Steve DiGioia: Our young workforce is not trained in the nuances of customer service, let alone in the simple, courteous & professional terms that should be used during a conversation between a customer and employee. Our conversations have been reduced to short, cutesy phrases that may be suited for friends at a party but not in a business setting. Here are a few examples.
Book Review: Llamas Rule – A New Tool for Hoteliers
The inspiration for “Llamas Rule” by Larry Mogelonsky is to give hoteliers a new tool in their arsenal– one that takes into account all the recent changes to our system of commerce. This is not an introductory textbook on the hospitality industry, but rather a compilation of selected topics that highlight both modern success stories and potential pitfalls.
Marriott International Shares Rare Look Into Innovative Next Generation Marketing Strategy
Brian King, Marriott International’s Global Brand Officer for Marriott Endorsed Brands, shares three key learnings into how Marriott brands design and create effective strategies to reach target guests.
Kenya Tries to Reassure Tourists after Shopping Centre Massacre
Kenya's tourism chiefs have issued a statement in a bid to calm fears following an attack on a shopping centre.
The Pleasure Principle
By feature writer L. Aruna Dhir: In general, everyone’s life and work-life has its share of crests and troughs, sometimes fair, many times not so. With so much at stake on the work table, it only makes wise sense to create a set of pleasant, happy experiences in that all-important zone. Let us look at the times we ride the high wave and reflect on the reasons and contributing factors intently, so that we can endeavour to extend the ride for greater times much more than the lows we are bound to hit upon.
Ways to Save Your Hotels Reputation after a Bad Review
By Melody Ciria: Whether you love them or hate them, online reviews do get read and they do have a great influence on a customer’s booking decision which means hoteliers need to take notice and most importantly they need to take action. Studies have shown that more people tend to leave reviews if they’ve had a bad experience than a good one. That being the case, it is important to follow these tips to save your hotel’s reputation after a bad review.
TripAdvisor Tops ‘ Most Trusted Online Review Sites’ List
Do you read online reviews before buying a product, reserving a table at a restaurant or booking a trip? A new study from Maritz Research shows that while you may not want to believe everything you read, larger, more established ratings sites such as TripAdvisor and Zagat are much more likely to be trusted over smaller, newer sites.
Seven of the World’s Quietest Hotels
By Adam H. Graham: Whatever the scenario, even the loftiest skyscraper accommodations can't always escape the din. Thankfully, the age of ultra-quiet hotels — tranquil urban cocoons that are ideal for guests in search of an escape or simply a space to rest and concentrate – is upon us.
Opening A Hotel in China: The Small Gestures
By feature writer Yoland Perras: My “Critical Handover date” and “Critical Opening date” have now been set in writing. More than 6 weeks to get there. I can now confirm entry dates for my Key Executives which was, I admit, concerning me. Time for a bit of reflection on some of the smaller things that had slipped my attention.
Customer Satisfaction in the Hospitality Industry
By Lynda Moultry Belcher: If there's any place where customers are likely to be paying attention to the type of service they receive, it's within the hospitality industry. From restaurants to hotels and everything in between, your job as a hospitality service provider is to maintain customer happiness and satisfaction. Keep your customers at the forefront of your operational plans to hold your hospitality business afloat.
