How To Train Your Staff To Meet Luxury Service Standards Without Sounding Scripted And Insincere
Hoteliers in the upscale, luxury, and ultra-luxury segments of the lodging industry not only have to be concerned with the preferences of their actual guests, but also with the sometimes-ambiguous standards imposed on them by their brand, soft-brand, membership/affiliation, or by third party luxury hotel rating services. Indeed, achieving and maintaining those stars, diamonds or […]
Do Your Hotel Leaders Truly Understand The Difference Between ‘Hospitality’ and ‘Guest Service?’
My job as a hospitality industry conference speaker and training facilitator affords opportunities to speak with lodging industry leaders from a broad spectrum of management companies, brands, and independents. Based on my observations, I think there are a lot of leaders, including some with decades of experience that work at top-tier companies, who do not […]
The True Heart of Hospitality Is Human Kindness, Especially To Strangers
As a hospitality industry trainer specific to the lodging industry, I am always interested to learn what the word itself means to people across the spectrum of culture, language, and other human demographics. When I started out years ago, I first researched the word itself. Various dictionary definitions told me that it meant “Treating guests […]
Heart Failure The Leading Cause Of Bad Reviews
When you read a cross-section of negative comments from online reviews and guest surveys, it’s easy to recognize a common theme across all lodging operations: “Heart failure.” More specifically, I am referring to the failure to understand the true heart of hospitality, which is “caring about as well as caring for others.” When we care […]
Train Your Hotel Front Desk Team On The ‘5 Pillars Of Hospitality Excellence’
When a guest enters your lobby, chances are they are about to have their first human interaction with your hotel’s individual ‘brand’; In the past, most guests called to book by voice and then called back multiple times prior to arrival with questions about driving directions, transportation, area restaurants, hours of operations and the like. […]
The New CHH Train-the-Trainer Installation Webinar
Doug Kennedy Announces Updates To Program For Front Desk Staff To Become ‘Certified in the Heart of Hospitality.’ Doug Kennedy, who is the President of Kennedy Training Network, Inc., (KTN) says “Now more than ever, your guests’ experience at the front desk impacts the financial success of your hotel.” In the past we all learned […]
Train Your Front Desk Colleagues To Be ‘Memory Makers’
As Published Previously at 4Hoteliers The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest’s stay every shift, every day, whereas in the past, first impressions were made by a voice reservations agent or during a phone call to inquire about directions or hotel amenities, most […]
The Difference Between Caring For and About Guests
As Published Previously at Hotel News Now Hoteliers need to know the difference between caring about guests and caring for guests to put both into practice. For 30 years now I have been doing a workshop activity in my training classes where I have participants break into small groups and write out one collective definition […]