The hidden cost of customer complaints

As someone who works in hotels, dealing with customer complaints is something that will always be part and parcel of your role.

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5 min read

5 tips to help your hotel survive a crisis

Instead of reaching for the panic button straight-off, learn how to survive a crisis without damaging your business in the longer term.

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4 min read

5 very practical ways to help you reinvent your hotel

With guest preferences changing all the time, how do you stay ahead of the competition and keep on giving your customers exactly what they want?

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3 min read

5 key life lessons that I learned from catering school

Just over 10 years on from my catering college graduation, here are 5 things things I took away from catering college, that have played a vital role in ...

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3 min read

How well do you understand the value of guest retention?

We all need new customers but the real key to success for your business is in turning these new customers into loyal customers who will return to stay w...

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4 min read

9 great ways to make the morning briefing productive, effective, and a lot more fun

If a manager is using a morning briefing purely to tick a box, staff will quickly sense that it’s a complete a waste time, will become demoralised, and ...

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7 min read

6 reasons why a hotel manager should always write things down

Rather than relying just on your brain to remember every single piece of information you require, we’ve identified these 6 great reasons why every hotel...

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5 min read

Four reasons to create a formal shift handover process

Just like a hospital, a hotel is a 24-7 business as we in the industry know all too well. There’s no rest for the wicked and customers rightly expect th...

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5 min read

Why first impressions are everything for your hotel

Your hotel has only a split second window to make a good first impression on the guest who walks in the front door of your premises for the first time.

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2 min read

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