With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry.
Guest agreements are essential to protecting owners, guests and property managers. But given how important and widely used these documents are, management companies don’t always spend the time required to optimize them.
What are the subtle techniques that enable buyers to walk away feeling like they just had an awesome experience? The foundation of the sales experience is the tone we use with our different voice fluctuations as well as the warm words we use.
Recently I was asked by a long-term client to offer a training module specifically geared toward handling guest complaints. I’ve always covered service recovery as part of my existing hospitality excellence training, focusing on using proactive hospitality and anticipating guests’ needs in order to
Every summer I look forward to visiting my home by the beach in New Jersey.
As much as I love the house, the summer and the beach, maintaining the home isn’t a simple job. After my husband and I make the nearly two-hour drive to our summer home, there’s always work to be done.