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Welcome to the Typsy Blog

Body language – how to read it and how to use it

Posted by Chloe Papas on Nov 15, 2016 9:30:00 AM

We know that working in hospitality is all about positive communication. No matter what area you work in, from the top of the rung to those on the ground floor, being able to communicate effectively is likely vital to your role.

When we think about communication on the service side of things, we usually focus on the verbal – what we are saying, what our customers are saying, and how we choose our words and conversations to ensure that customers feel comfortable and in good hands.

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Categories: Tips for front of house, Customer service

How to offer luxury service on an economy budget

Posted by Ilona Wallace on Oct 11, 2016 7:20:00 AM

Customer service and luxury are both about the same thing: attitude.

While you may not be able to offer your guests handmade chocolates wrapped in gold leaf, there are simple ways to upgrade your service from economy to first class.

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Categories: Customer service, Tips for hoteliers

How to give business travelers an unforgettable experience

Posted by Ilona Wallace on Sep 27, 2016 9:08:00 AM

To have a sustainable hotel business, you need repeat customers. How do you secure your client’s loyalty, especially when the hotel market has become so saturated with choice?

Business clients are looking for location, privacy and peace. Even if you’re not a luxury hotel, you can still offer luxury service – especially for those who are paying a premium for the privilege.

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Categories: Customer service, Tips for hoteliers

Exclusive live talk – customer experience expert Amanda Stevens

Posted by Tanya Timmers on Aug 22, 2016 9:00:00 AM

If we had to name one thing we think is at the absolute core of hospitality, it would be customer experience. If you get customer experience right, your customers will love you, they will come back time and time again, and they will spread the word about you. 

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Categories: Live talk, Customer service, Tips for owners

How to deal with difficult customers

Posted by Ilona Wallace on Aug 2, 2016 9:30:00 AM

Challenging customers can turn up in the most unlikely of places, at the least helpful of times. They may be regulars. They may be having a bad day and taking it out on you.

Front-line hospitality staff are generally the first to encounter difficult customers, so it’s good to know how to diffuse the situation. Your workplace may have a policy for dealing with customer complaints – if so, refer to that. Calling customers’ issues “formal complaints” will ensure they know that you are taking them seriously.

Before you label someone a “difficult customer” ask yourself if their complaint is valid. Are the dishes dirty? Were they served the wrong thing? Did you forget their wake-up call?

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Categories: Tips for front of house, Customer service

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