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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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Topics: Hospitality operations, Reputation management, Tips for hospitality managers, 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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Topics: Hospitality inspiration, Reputation management

Use the voice of the customer: how to improve operations at your restaurant

Posted by Megan Wenzl on May 3, 2017 9:05:00 AM

The 1950s-style diner Hwy 55 Burgers Shakes & Fries is dedicated to customer service. 

Andy Moore, director of communications at Hwy 55, says that using customer feedback data has helped the expanding franchise improve operations.

“Reviews are becoming increasingly important, to the point now where it’s one of the major things we look at when we’re trying to find really good customer feedback,” he says in an interview with the American Marketing Association. “We primarily go into smaller communities and try to become the go-to burger joint, and we really rely a lot on repeat visits. One bad experience can wreck customer loyalty for a long time.”

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Topics: Reputation management, Tips for owners

11 tools to help you manage your hotel's online reputation

Posted by Tanya Timmers on Feb 2, 2016 9:00:00 AM

Roughly 4 out of 5 travelers start research for their next trip on the web, and they visit a helluva lot of pages in the process. On average, travelers make 12 visits to an OTA website, looking at 7.5 pages during each visit, before making a booking, according to a study by Cornell University

What does this mean for hotels?

It means that managing your hotel's online reputation is crucial. With so many eyes watching and business hinging off what people read about you online, you can't afford to neglect managing your online reputation

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Topics: Reputation management, Tips for hoteliers

How to respond to negative hotel reviews

Posted by Tanya Timmers on Dec 29, 2015 8:30:00 AM

Since hoteliers get the majority of their bookings through online channels, online reputation management is super important (check out our course to learn more). A whopping 148.3 million travel bookings are made online each year, and 4 out of 5 travelers start their travel planning online too.

Those travelers are coming across countless user reviews about your hotel through search engine results, review sites, social media pages and OTA listings. Did you know a hotel has an average of 238 reviews?

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Topics: Reputation management, Tips for hoteliers

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