Hurricane Irma Evacuees and Recovery in Florida–Your Hotel’s Role

You can take advantage of natural disasters and be embraced as a wonderful servant of those evacuees who have been displaced and those in the Disaster Relief! This creates a wonderful public relations momentum for your business and your brand … Continued

Hurricane Harvey Evacuees and Recovery in Texas–Your Hotel’s Role

You can take advantage of natural disasters and be embraced as a wonderful servant of those evacuees who have been displaced and those in the Disaster Relief! This creates a wonderful public relations momentum for your business and your brand! … Continued

Things Hoteliers Need To Know About What Their Guests Like And Dislike.

Qualtric has published its 2017 Hotel Pain Index and the results are revealing.     2017 Hotel Pain Index details what makes positive, negative stays: Qualtric’s 2017 Hotel Pain Index goes through what makes a bad hotel experience, what makes a … Continued

Are Your People Really Presenting Your Business As They Should? First Impressions!

Are you losing business because the FIRST THING your customers hear from you barely acknowledges their existence? You as an owner or manager may not fully recognize how important a turn-off such a damaging interaction can be for your hospitality … Continued

What A Dog Knows About Business That United Airlines Does Not.

When you have injured someone and you are truly sorry, you apologize quickly and sincerely.  When you begin by blaming your customer and explain why you are really right and justified in what you have done, you have become United … Continued

Is Your Facility Rules And Systems-based or Customer Satisfaction-Based? What About United Airlines?

How do rules and systems differ from customer satisfaction? Rules and systems are focused on what the company wants.  This focus thinks only of the needs and desires of the company often to the nearly complete disregard for the best … Continued

Do 1- And 2-Star Guests Expect Too Much And Complain Too Much On TripAdvisor?

What happens when your hotel or motel gets too many unfavorable reviews on sites like TripAdvisor? You may wish you did not have a TripAdvisor Business Account.  You may want to simply delete it. You can’t delete your TripAdvisor Business … Continued

Big Hotels: 5 takeaways on the state of revenue management … Good for Small Hotels, Too.

But revenue management in a time of shrinking profits for hotels is even simpler than that for small hotels. The first 3 elements discussed at The Hospitality Sales and Marketing Association International (HSMAI) conference in Toronto deal with the data.  While … Continued

Meet Your Competition And Add A Little More . . . A Guaranteed Way To Fail!

Copycat competition NEVER allows you to distinguish yourself and your business in your marketplace! Too often, a business will attempt to compete in their marketplace by surveying the competition and matching their performance and offerings.  They will then do their … Continued

Are Your “Customer Satisfaction Surveys” Irritating Your Hotel Guests?

Initially, short customer satisfaction surveys were very popular … in 2003. As Scott McKain of Create Distinction points out, even the inventor of the idea, Fred Reichheld, wishes it would go away.  It seems that anything we do on the Internet … Continued