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Tag : customer service

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What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement

May 3, 2019

By Doug Kennedy My career as a hotel industry trainer and conference speaker keeps me on the road nearly every week, so I try to take advantage of every...

When Customers Speak To Us, Are We Listening?

April 17, 2019

By Gary Hernbroth I firmly believe that we can learn a lot from our failures and setbacks – IF we pay attention. In fact, I recently spoke on this very...

3 Ways to Serve a Customer Even When We’re Not at Our Best

April 16, 2019

By Steve DiGioia As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains...

Sales “Steps” and “Funnels” Are SO 1990’s; Here’s What It Takes for Hotel Sales Success in 2019

April 11, 2019

By Doug Kennedy While the hotel sales environment has completely transformed, hotel sales training models seem to be stuck in the 1990’s. When I meet...

Want More Direct Bookings? Give the Best Answers

March 6, 2019

Driving direct bookings on your hotel’s website isn’t just about using tactics like social advertising, PPC campaigns and SEO to ensure a steady...

It Is Impossible to Walk on Our Heads… And yet…

February 27, 2019

Georges Panayotis A little logic, a little common sense, and we quickly understand that it is impossible to walk on your head. So why do we keep trying? Our...

How Engaged Are Your Employees?

December 5, 2018

By Jana Love When evaluating an employee’s performance, it is also important to reflect on how they are being treated. The way in which an employee is...

Condition Your Reservations Team so That When They Hear “Ring-Ring” They Think “Cha-Ching!”

November 27, 2018

By Doug Kennedy When you speak with marketing and distribution executives these days, everyone seems obsessed with increasing direct bookings and reducing the...

5 Steps Great Leaders Take to Help Employees Recover After a Difficult Customer

November 26, 2018

By Adam Knight From time to time in any customer facing business, employees will be faced with someone that truly brings them down. Oftentimes customers...

Giving Thanks Isn’t Just “Thank You”

November 21, 2018

By Katie Scheer It's an obvious and fitting time of year to discuss "giving thanks." It's certainly a time of reflection as we pause and...

THE SALES PROCESS: Step Three GAINING COMMITMENT

October 26, 2018

By Jana Love As we wrap up the third step in the Sales Process Series, your number one goal in sales is to gain commitment from the customer....

Sense of Place Has a Human Side

October 24, 2018

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Too often when we refer to the concept of a ‘sense of place’, our thoughts tend to drift...

THE SALES PROCESS:: Step Two ADVANCING THE SALE

October 2, 2018

By Jana Love Are you ready to explore the next significant step of building a successful sales conversation? Knowing the steps to take to move the call along...

What Four Things Impact First Impressions?

September 20, 2018

By Katie Scheer First impressions are paramount since they are highly accurate; how you are instantly evaluated can make or break your success. And you have...

The Profession of Hospitality: Enough With Elites, Welcome Entrepreneurs!

September 11, 2018

By Georges Panayotis The entire profession agrees that the sector is short of manpower. Very often, restaurants, bars, hotels are unable to find...

THE SALES PROCESS: Step One THE OPENING

September 11, 2018

By Jana Love Let's get knee deep into the fundamentals of the Sales Process. This new blog series will take the components of the sales process a little...

Loyalty Begins With a Smile

August 22, 2018

How a trip to Budapest reignited my love of travel By Alan E. Young, CEO, Puzzle Partner Loyalty begins with a smile. It sounds simple enough however it can...

5 Customer Service & Sales Steps to Success

August 22, 2018

By Katie Scheer You only get out of it what you put into it. So how much effort are you putting into making sure that your customer service and sales...

Don’t Blame Me. I Just Work Here

August 3, 2018

By Shep Hyken I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive –...

Round 4: Your Customer Service Questions Answered

August 3, 2018

By Katie Scheer Are you ready for the 4th in this series?  Here we are covering topics of customer service efficiency, accessibility, and...

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