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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:
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 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 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.
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.
June 6, 2019

Spinning Guest Problems Into Gold by… Apologizing

In our last post we noted that there's a four-step process for handling guest complaints in a way that not just mollifies, but impresses the guest, and leaves them with a positive feeling about you and your property.