By: Andrew Carey As hoteliers, we spend our days focused on providing a safe, comfortable refuge for our guests while meeting the challenges of the day. We provide beautiful common areas to gather and commune; we design rejuvenating guestrooms; we care about our customers’ wellbeing. But, at the present, we are leaving our sensitive dataRead more
INSIGHTS
By: Lizz Chambers Scenario One: You walk by the hotel reception area, you hear the phone ringing and ringing…five…six…seven times. You observe Robert at the front desk checking in a guest and ignoring the phone. So you run to the back office, handle the call and say nothing to Robert. What have you just told Robert? ScenarioRead more
By: Lizz Chambers You are more than likely working for an abusive manager when a day at work can be described in any of the following terms: Walking on egg shells Living in fear Never knowing when the quake will strike Expecting sabotage Stress levels soaring the moment you walk through the doors With stressRead more
By: Wayne West Hotel management isn’t rocket science; it’s blocking, tackling and caring. It can’t always be distilled into a formulaic approach. Too often management teams lose sight of their primary objective: to deliver excellent service to their associates who in turn deliver excellent service to their guests and to the community at large. ItRead more
By: Lizz Chambers How many of us get up in the morning absolutely on-fire looking forward to another day at work? While this may be something more often obtained by those in senior positions, in the case of housekeepers the world over, it’s, “Yes, another glorious day at work cleaning up after our hotel guests!”Read more
