Starline News

What kinds of wine you serve is between you and your customers. The range and quality of spirits you sell is up to you. If you sell a variety of...

Let’s assume you clean your property, and you do it well. You polish things up every now and then, and you give all guest-facing areas, rooms and public areas the...

Part of offering a breakfast buffet that’s a selling point for your hotel is making sure you offer options for as wide a range of guests as possible. Pastries...

In these days of TripAdvisor, Yelp and other social media outlets, you as a hotelier have less control than ever before over your brand. It used to be that...

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...