Have you ever wondered how a hotel gets a top rating at Trip Advisor. Well look at L`oscars feedback site, and you know. There are just over a hundred reviews with 96 of them being excellent, while few, show room for improvement.
All in customer service
Switching sides or switching focus
Switching sides is based on the belief of a Customer Service Development department (CSD) versus a Learning and Development department (L&D). Three strategic stages connect and enable the CSD namely; Waigaya, a base for creative customer service development; Poka Joke, a practice for quality assurance and fail saving; and The Community of Practice, a development zone for active knowledge sharing.
How do boutique hotels train customer service without a trainer?
We don’t have time and budgets to employ a customer service trainer or training manager for 12 month a year.
Overcoming perceptions and staging journeys - when the destination becomes a stage!
The newest venture of Jacque Garcia has taken boredom in luxury travel to new heights. The stage is the destination.
Housekeeping goes Mobile
Top luxury hotel company goes for mobile learning! "Yes - it is practical work, but weare in a situation where our teams need to know about processes, standards and procedures first, before the start servicing a room."
When jogging maps become useful brand communication tools
Love jogging in new cities, but not sure which path to take? Many hotels these days offer guests jogging maps, but the Hilton San Diego Bayfront came up with a clever way to deliver it: On your water bottle.
5 Star Green : An Eco Friendly Hotel in Manhattan
Want to globetrot without the guilt of an oversized carbon footprint? Well relax and trot away, because many hotels have started making it easy to stay green while you're out on the road for business or pleasure.
When the housekeeping cart changes the image of the housekeeper
Big, rolling housekeeping carts are disappearing from many hotel hallways, just like the floral polyester linens they used to carry. Hotels say they're replacing cumbersome carts with smaller ones sometimes akin to golf caddie bags out of necessity, in addition to convenience and even appearance.
What do CSR, Green Policies and Cost Cutting have in common?
More hotels are cutting back on housekeeping services. With their business sharply reduced, hotels are looking to save money by urging customers to forgo daily changing of linens, towels and toiletries.The trend isn't new, but the urgency is spreading to more chains as the industry battles a historic downturn in travel.
Rethinking Arrival Services
Dana Jackson, Senior Vice President of Consulting Services at Richey International, explains how hotels can rethink arrival service and make a better first impression when guests first step into the lobby.
Fly the Mile
The more frequently we do something, the more often we forget about the small things around us. It happens that we take them for granted. We don’t appreciate them anymore. Now, being the SWISS Explorer I get around a lot.
A short history of Hotels - be my guest
A short history of hotels. Why did somebody bother to write standards? Is that a think of the past?
What is the big deal with customer name use?
What is the big deal with using a guest name? Do you feel comfortable if you are called by your name every few minutes? David Richey looked into the issue...
What does Christmas Deko do to our Guests?
Our Friends at Richey Inc, have used their new tool "Metis" to find out what impact the Christmas Dekoration has on how a guest perceives and remembers a hotel. Check out the short Video in order to see the highlights.