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How hospitality businesses can effectively measure customer service 

Posted by Andrew Carlson on Apr 3, 2018 7:15:00 AM

When it comes to evaluating your business based around metrics, it’s easy to see metrics based around sales, marketing input vs output and even to see performance based metrics around initiatives you roll out to your teams.

But evaluating customer service metrics are a little more difficult because it seems that they are tied to more of a philosophy vs actual measurable metrics.

You could be thinking to yourself, it’s easier for larger companies to be able to track metrics because they have software to track these metrics, and they have people focused on this. But we all have the power to evaluate the impact customer service has on your business.

Here are some metrics that you can use today, to start measuring the impact your customer service has on your hospitality business. 

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Categories: Reputation management, Customer service, Tips for owners

7 tips to get meaningful reviews from your restaurant customers

Posted by Garrett Smith on Mar 26, 2018 8:08:00 AM

Leaving a bad review is one of the most common things an upset customer will bring up when they’re dissatisfied with their service. Great reviews, meanwhile, entice new customers to come check out your restaurant for the first time.

With so much importance now placed on online ratings and food reviews, what do you need to do to get meaningful ones for your hospitality business?

Here are some simple tips you can use to improve your customer reviews.

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Categories: Reputation management, Tips for owners

How you should (and shouldn't) respond to employee harassment claims

Posted by Juliette Gust on Feb 26, 2018 8:30:00 AM

A growing number of lawsuits alleging discrimination and harassment at some of the most famous restaurants and hotels in the United States (and other parts of the world) have made headlines recently.

However, to anyone who has worked in hospitality operations this unfortunately is not a recent phenomenon. Across all segments of the industry, these allegations are a daily challenge. According to the U.S. Equal Employment Opportunity Commission, the hospitality sector alone filed almost 6,000 sexual harassment claims from 2005 - 2015, making up 14.2% of total claims made during that period.

Why then, are managers, supervisors, chefs, and owners still struggling with how to resolve them?

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Categories: Tips for hospitality managers, Reputation management, Tips for owners

How to handle a food poisoning accusation

Posted by Ivana Rnjak on Oct 19, 2017 10:04:40 AM

There aren’t many things that will switch on the panic button for a hospitality venue owner as quickly as a food poisoning accusation.

A food poisoning accusation will put your reputation on the line, and may even jeopardize your entire business.

Handling such an accusation correctly is vital for the good of your business – and for the health and wellbeing of your customers!

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Categories: Hospitality operations, Tips for hospitality managers, Reputation management, Tips for owners

How to earn a Michelin star for your restaurant

Posted by Glennise Pinili on Oct 17, 2017 8:05:00 AM

When you hear ‘Michelin star restaurant’, you automatically think prestige, excellence and unbelievable food. For restaurants and chefs, it’s arguably one of the best awards to receive because of its timeless and global recognition.

It’s fascinating that Michelin star restaurants started as a genius PR exercise for the tire company of the same name. In 1900, French Michelin brothers Ándre and Édouard published the first Michelin Guide.

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Categories: Reputation management, Hospitality inspiration

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