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The secret customer: how allowing staff members to pose as a guest will benefit your team

Posted by Sara Carter on Nov 8, 2021 4:00:00 PM

Using a mystery shopper to improve customer service is a tactic that’s been used by the hospitality industry for years. This program allows businesses to assess their customer service from their guests’ perspectives. This can also serve as an employee evaluation in certain instances. 

However, it’s not just an outside guest that your business should be using for this program, you can also recruit fellow employees to participate. Allowing other staff members to take part in mystery shopping scenarios provides countless opportunities to teach your team about improving customer service. Find out the benefits in today's blog post from Sara Carter.

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Topics: Hospitality operations, Hospitality managers

5 tips for improvement if you're in the hotel industry

Posted by Emily Burton on Oct 29, 2021 4:00:00 PM

The hotel industry is the pinnacle of customer service. Hotels compete within the industry by providing excellent facilities and top-tier guest services. With the booming home-sharing market rising as a competitor, hoteliers are looking for ways to improve now more than ever.

In this blog, Emily Burton presents five tips to help you improve in the hotel industry. 

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Topics: Hospitality operations, Hotels, Hospitality managers

5 housekeeping software tools to improve efficiency

Posted by Felicity Thomlinson on Sep 29, 2021 4:36:00 PM

Like many industries over the past two years, hospitality has been hit hard with COVID-19 restrictions. But, as the world continues to open up, the industry is beginning to see a drastic increase in holidaymakers. Although this is a massive positive for venues all 'round, hotels are seeing a concerning shortage in key departments including housekeeping. 

In this blog post, we explore five housekeeping tools that will ease the pressure on staff, revolutionize your housekeeping department, and provide your team with consistency and clarity on a day-to-day basis.

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Topics: Hospitality operations, Hotels, Hospitality managers, Hospitality training

Unique resources hotels should provide for their guests

Posted by Adrian Johansen on Sep 27, 2021 4:58:00 PM

With over 700,000 hotels around the world, any business in the hospitality industry already knows how competitive things are. For many people, it’s easy to think that hotels are constant money-makers. After all, anyone traveling needs a place to stay, right? 

But, between the growing popularity of Airbnb, rental properties, and bed and breakfasts, the hotel industry specifically needs to remain as competitive as possible. 

That starts by making a great first impression. In this blog post, guest contributor Adrian Johansen shares with you some unique resources to make your hotel stand out from the crowd.

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Topics: Hospitality operations, Hospitality managers, Travel & tourism

How can a hotel PMS enhance the customer experience?

Posted by Gjermund Damgaard on Aug 30, 2021 9:15:00 AM

Today, hotels are seeking the help of suitable property management systems (PMS) more than ever. A perfect PMS not only helps save time and money but also improves the guest experience. Using a PMS allows hotel staff to focus on meaningful relations with guests, which can help to boost customer satisfaction.

In this blog article, guest blogger Gjermund Damgaard explains what a hotel PMS is and how hotel managers can use one to enhance the guest experience and satisfaction. 

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Topics: Hospitality operations, Hospitality managers, online hospitality training