Closing the customer service gap by putting your customer service policy first takes dedication, insight, and the right tools.
The new club culture: what hoteliers should learn from private membership clubs
These inexpensive tricks can give your hotel a significant competitive edge over short-term rentals.
You lost me at hello Ð Are you falling at the first hurdle of the guest journey?
A truly hospitable greeting is one of the most under-utilised activities in hospitality, but it must become a keystone habit.
Why hotels need to turbocharge their service optimization capabilities
Leading hotels have always sought to handle the deluge of guest requests in a satisfactory and time-sensitive manner. The challenge today lies in the fact that guests expect ever-faster responses and ever-better service quality. They also expect a vast array of options for communicating their requests. Hoteliers, in turn, need to meet these expectations. And because the frontier on guest experience management continues to advance, they also need to ensure that they are driving optimal performance improvement on an ongoing basis.
Are you making service recovery tougher than it needs to be?
Mistakes will happen, so proper service recovery is essential, but it takes planning, training and trust in your team.
How long do you take to respond to guest requests?
Guests have a right to complain if hotel staff does not respond to their text requests in about 12 minutes, to emails in 26 minutes, and via social media in 27 minutes or less, according to new research.
Getting to Yes – How to overcome a guest problem
By incorporating these four principled negotiation techniques into a hotel’s complaint handling process, it is likely that a win/win outcome can be achieved.
Is the customer always right?
Yes, you can, and should at times, “fire” customers, but pick your battles carefully.
Win your guests’ hearts with one word
Don’t overlook this simple and important phrase for you to train your staff in its effective use.
A positive way hotels can use leverage over the sharing economy
From the first call, guests can be reminded of the main benefit that hotels will always be able to leverage over sharing-economy accommodations: great customer service.
