Remember when you used to discuss at your team meetings how a guest who has a positive experience in your hotel tells 5 people but a guest who has a negative experience tells 20 people and how as a result everyone had to concentrate on giving great service? If only that were still the case; now the potential PR damage of poor service or poor quality can be much worse…..much, much worse. Continue reading
So you’ve got your morning coffee, you’ve logged onto your PC and the first task of the day is to review and monitor any online reviews from your customers. If this is the start to your typical day then you are probably way ahead of the majority of hoteliers. To some, monitoring your online reputation is considered the most important part of the daily routine in the hospitality sector but to others it’s either not important or is carried out infrequently. Continue reading
I noticed a post on TripAdvisor which said that our breakfast buffet was not as extensive as the hot items which were cooked to order from our kitchen. This prompted an immediate review of our breakfast buffet as we’ve always operated on the principal that breakfast should be memorable as it’s the last food & beverage experience at our hotel before check-out. We want to be remembered as offering a memorable breakfast experience.
