Journal

in-house vs. hiring-out for training Would you like training that really delivers? Would you like to be able to measure the extent of benefits you can receive through outsourced or internal training? You must have a look at this: Outsourcing skills and...

If you don’t survey your customers or collect feedback, if you are too busy to monitor your customers reviews online, or simply interrupt customers while they are talking instead of letting them finish (because you might know what they are about to tell you, or you...

Don’t judge a book by its cover = the opinion of someone or something cannot be formed solely by seeing what’s on the surface. Sorry to be the bearer of bad news but it doesn’t go this way in real life! The guests of your hotel will never say: <I had a...

If you missed Part 1 you can read it here 6) Turn your back on guests Turn one's back on = ignore (someone) by turning away from them.  When you turn your back on someone, you’re silently stating you are not interested in that person. “That’s definitely...

Your reopening date is getting closer! You have waited an entire year for this moment, worked hard to get to this point, fought to stay motivated! ... The last steps are making sure you take all the necessary safety precautions, and train your staff accordingly, so...

Have you ever noticed how arguments with your customers never go anywhere? Even when the customers are in error, trying to prove them wrong at all costs won’t make them admit they made a mistake, and be on your side. In fact you will get quite the opposite result:...