With most guests, it is never a single flaw that drives them away; it is always a cluster of complaints along with a failure from the staff to ameliorate those grievances.
Insights into the excellent service culture at The Beaumont
True service excellence is about delivering the seemingly ordinary with care, consistency and empathy – a foundation upon which the extraordinary can flourish.
Three ways for the hospitality industry to track goods and services
Running a restaurant starts simple enough. Decide the kind of cuisine, pick a chef, a general manager, and begin to fill in the details.
Four ways to create unique hotel experiences
For nearly two centuries, five-star hotels have been providing exceptional services, anticipating needs and customizing attendances to pamper guests and distinguish from competition. In todayÕs age of experience, more companies seek to adopt this model and create memorable brand experiences for their customers.
Four ways to turn guests into loyal travelers
We all know direct bookings make the difference for independent hoteliers. Turning guests into loyal travelers and repeat customers is essential. Why?
TrustYou analysis identifies review topics that impact hotel reputation the most
TrustYou, the world’s largest guest feedback platform, identified the biggest drivers of positive and negative online reviews through a detailed ÒImpact ScoreÓ analysis of the 90 million reviews that were analyzed in 2016. When more than 95 per centÊof customers make their booking decisions based on online feedback, the ability to improve and spotlight hotels reviews is critical.
The challenge of delivering service excellence: EUHOFA Congress
The key questions for EUHOFA members as educators are equally valid for the industry. Does hospitality education and training really tackle these important dimensions that encapsulate being hospitable and can that be taught in the classroom?
Navigating the hospitality helix in Southeast Asia
An independent approach is key in an industry threatened by big brand monotony and the survivors will be those who do things slightly better, slightly differently, and most importantly, those who offer real value to their guests.
Housekeeping or loyalty points, you decide
Whoever thought this up in the corporate headquarters should be given a pat on the shoulder for a good attempt at solving our industry’s current woes…and then promptly taken out back to the whipping shed.
Concorde Hotel Singapore launches PressReader
The application offers guests all-you-can-read newspapers and magazines from more than 5,000 publications.
