Consider recruiting by personality, not just skillset, if you want to build genuine connections and inspire employee as well as guest loyalty.
Fighting nontraditional accommodations through upgrades and room selection
You can fight back is through offering guests fantastic deals for add-on services, amenities or activities to make their time with you exceptional.
Academy Course of the Week: Enhance the Customer Service Experience
Enhance the Customer Service Experience course explores how to provide a quality service and proactively preventing service issues.
Dubai College of Tourism’s Chinese Travellers Standards Program
The Chinese Traveller Standards will be embedded into the Dubai Way program, one of the interactive training tools developed by Dubai College of Tourism.
Building guest relationships in an age of disloyalty
Loyalty may not be dead, but we need to think critically about whether the modern consumer has shifted the goal posts.
Four common customer service mistakes in hospitality
We’ve all heard the cliché that “customers vote with their feet”, but it’s really up to you to decide what to do with them once they get there.
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”.
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.
Customer service for hotels via social media
Although traditional customer service is thought of as phone calls or in-person interactions between sales associates, customer care agents and customers, social media is the next step towards having positive interactions with a brand online.
