Staff

While predictions are to be taken with a grain of salt, it’s fun to see how the experts think our industry will continue changing in 2018. The influence of...

We’re not going to tell you how to clean your hotel rooms, you can handle that. Here, we’re offering some housekeeping ideas that other hotels have found useful. From...

Ah, New Year’s resolutions. So many good intentions. And with the impulsivity of January well and truly over, it’s time to set some genuine resolutions in concrete. There are...

Phew! The Christmas and New Year rush is done for another year. How did you fare? Try looking back over recent weeks – while it’s still fresh in your mind...

In our previous three articles we looked at using the LAST method for dealing with guest complaints. Above all, through everything, remain calm and in control no matter how incoherent...

When a guest comes to you with a problem, if they’re raving mad, yelling or clearly frustrated, your first job is to keep your cool. If you start yelling too...

In Part 1 we went over the single most important thing in dealing with difficult guests: Keep your cool. If the guest is shouting you’re calm and measured. If...

No, in fact, the guest is not always right. There will be times when the guest is clearly wrong. How do you handle such situations sensitively but firmly so you’re...