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Dealing with guest complaints is one of the biggest challenges for any member of a hotel staff. Even staff that have no ability to make changes or fix the problem are often confronted with an upset or angry guest. While you can’t prepare for every possible complaint, it is possible for a prepared hotelier to […]
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You’ve just offered assistance to one of your guests or customers, and they say, “Thank you!” In that very moment, what is your response to this expression of gratitude? Perhaps you reply with the traditional “You’re welcome.” But perhaps you’re in the habit, instead, of saying “No problem” — or “Not a problem” — or […]
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It should come as no surprise that customer service that is infused with empathy, kindness, and compassion results in better overall interactions, and more successful outcomes. But how exactly does this happen? What’s the skillset that needs to be developed, that will make empathy-based customer service your default mode? In the heat of the moment, […]
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There’s nothing more frustrating than an angry guest, especially one that you’re unable to do anything about. You may fully sympathize with their circumstances and their complaints, but it’s difficult to work with it when there’s a customer yelling at you! If you’re struggling with an angry guest, there are five key steps you can […]
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Digital reviews have changed the way many businesses interact with their customers over the past several years. Savvy customers check out reviews before they ever come near a website. They’re interested in past customer experiences: the quality of the food in restaurants, the quality of customer service, the atmosphere in the place. While it’s impossible […]
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