Reviews: The Good, The Bad, and The Ugly

February 6th, 2017|employee engagement, enthusiasm, Guest Experience, Problem Guests, service|

Lets Describe the 3 Types of Reviewer: 1. Obligated – These are the people that always review the place they stay at or eat at. There are never huge swings in their reviews., Often they [...]

Do Other People’s Opinions of Your Business Matter?

November 8th, 2016|enthusiasm, excellence, motivation, Problem Guests, Workplace Environment|

It's an interesting question, but lets break it down: Do people's opinions matter? Of course other people's opinions matter. Do I care about their opinions? Sometimes, if I value their input and respect their wisdom. [...]

Well Served… AND Heard – A Problem Guest, or a Problem Listening?

September 6th, 2016|Guest Experience, Problem Guests, service|

All guests want to be served well. The main goal of any hotel or restaurant employee is to serve their guests well. The people that come through your doors are the only reason businesses succeed. We [...]

4 Tips to Prevent Bad Reviews: The Dark Clouds of Travel & Hospitality

June 6th, 2016|Problem Guests|

As the days grind along and clients' faces begin to blend together, it is important to remember that it only takes ONE bad review to discourage potential guests. We have to refresh ourselves regularly and be cognoscente of [...]

Exile your worst guests and clients.

June 4th, 2016|Problem Guests|

What do you do when your guests or clients no longer want to be served? At some time or another, we have all reached a point in a business relationship where we question how much value we [...]