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December 4, 2019

Keep Good Guests Coming Back, Part 2

All customer relationship management experts agree — it’s much cheaper to keep an existing customer than it is to gain a new one.
August 1, 2019

Improving Your Guests' Experience Part VI

Positive guest feedback is gold in the hospitality business. Maximizing its value for your property doesn’t require you to spend money, but it does take time. Here are some strategies that can work for you:
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.
July 18, 2019

Improving Your Guests' Experience Part IV

It's a Customer Relationship Management axiom: There is no stronger indicator of customer satisfaction, across all business sectors and industries, than the level of employee satisfaction in an organization.
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.”
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.
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.
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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