Tag: guest relations
Keeping the Smile in ‘Service with a Smile:’ How to Deliver Service Beyond the...
What has happened to customer service? It is the essence of, and foundation upon, which our industry has been built. Excellent customer service is...
On-Property De-escalation: Guidelines for Dealing With Agitated Guests
The vast majority of risks to hotel security are posed by unruly guests or patrons of the hotel bar who have had one too...
Nine Steps for Communicating a Hotel’s Reopening
By mid-March, more than 4,953 U.S. hotels and 16.2 percent of rooms had closed or been converted for other uses due to COVID-19, according...
Look Out! Helping Guests Be More Aware of Their Surroundings
Guests rarely encounter the housekeeping attendants who clean their accommodations, maintain the hotel’s public areas, and process the hotel’s laundry. The majority of this...
Service Sells: The Psychology of Service Recovery in Hospitality
Consumer psychology is a fascinating thing. Brands across industries harness the deeply rooted needs, desires, and even fears of the public to sell things...