All prices exclude GST
October 9, 2019

Building A Better Hotel Website, Part 4: Website Conversions

Attracting attention to your property via the website is half the battle. The other half is getting people to use the site to book with you.
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August 8, 2019

Improving Your Guests Experience Part VII

Let's review this series of blog posts on very low-cost ways of improving your guest experience so you get more profitable return business:
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July 25, 2019

Improving Your Guests' Experience Part V

Are you thankful for guest problems? You should be. They’re chances for you to win the strong customer loyalty that can’t be won any other way.
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July 11, 2019

Improving Your Guests' Experience Part III

Placing what seems like undue emphasis on guests' arrivals and departures is actually smart business, hotelier Jeroen Quint tells customer service guru Micah Solomon: "It is proven when a guest has an initial good impression, it carries throughout his or her entire stay.”
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July 4, 2019

Improving Your Guests Experience Part II

Setting correct expectations is winning at least half the game. Don't present as a five-star resort if you're offering a perfectly wonderful three-star experience. Your guests will be disappointed and will trash you mercilessly on TripAdvisor and badmouth you to friends and family, whereas if you had promised a perfectly wonderful three-start experience they would have reported good things about you.
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June 26, 2019

Improving Your Guests Experience Part I

You've cleaned the rooms, spiffed up the landscaping, installed free Wi-Fi for guests and have upgraded and replaced beds, sheets, furnishings and room amenities, and you've trained your staff on how to properly interact with guests.
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June 20, 2019

Spinning Guest Problems into Gold by... Thanking

In the past three posts we've seen that when a guest comes to you with a complaint, be it valid, idiotic, your fault, their fault, you do not lose your cool, you listen to them and demonstrate that you care and you see their point of view.
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June 13, 2019

Spinning Guest Problems Into Gold by… Fixing

We're going step by step through the process of not just addressing guest problems, but doing so in a way that turns them into loyal return guests based on how you made them feel during the process.
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