5 Hospitality Phrases Guests Remember Most
What are the words and phrases our hotel guests remember most? Is it “Welcome to our Hotel, Mr. Smith” or “What brings you to the area’? Learn the top 5 hospitality phrases you can say...
Category: Customer Service
What to Do When Guests Threaten Your Hotel with a Bad Review?
Every hotel professional knows that online reviews such as those published on TripAdvisor can make or break a hotel. Recently, it has become evident that it’s not only us in the hotel industry who know...
Celebrate Housekeeping Week
Celebrate Housekeeping Week with our beautiful and engaging Housekeeping Squares. Show them you care. #housekeepingweek – September 7-13, 2014 to September 14-20, 2014 Buy exclusively at https://smartguests.com/housekeeping-cards-square
Hotel Reviews: 4 Tools to Help Get More
Are you struggling to get positive reviews? Is your hotel only getting a few a month? Do you have a reputation management strategy in place? Does your hotel have an incentive program for the...
Top 5 Reasons Why ALL Hospitality People Need Business Cards
Making the Business Case for Business Cards: Five Reasons Why All Hotel Employees Need Business Cards Remember receiving your first set of business cards? Remember feeling so proud and excited that you handed one out to all...
Ten Fast Ways to Becoming Highly Ranked on TripAdvisor
TripAdvisor.com is arguably the leading travel review site by leaps and bounds. With more than 150 million reviews and opinions and 100 new contributions posted every minute, the reach and influence of TripAdvisor on...
How to Boost Staff-to-Guests Engagement at Your Hotel
Staff-to-Guests Engagement. Can You Spot Bad Service? In an era wherein almost most hotels offer the same rooms, the same amenities, the same rates and even the same food and dining menu, a key...
Inexpensive Ways to Deliver Personalized Experiences to Your Hotel Guests
Know thy customers – this is a mantra every hotel owners and managers need to imbibe in today’s ultra-competitive hospitality business. In an industry wherein almost everyone offers the same thing, personalization is key in generating repeat...
How to Offer Outstanding Customer Service With Social Media Care
Many companies use social media as a way to increase brand awareness and drive sales, but few consider social media as a solution for their customer service. Social media is not a ‘set it...
How to Prevent Guests from Leaving Unhappy
Capturing feedback before customers leave your business should be a priority. Learn how to stop guests from leaving unhappy and posting negative reviews. One bad review — in this day and age when word-of-mouth...
How to Get More Reviews on Tripadvisor
Is Your Hotel Part of the Online Conversation? Who reads reviews anyway? This was the prevailing nonchalant attitude among hotel owners until the Internet changed everything. Before, reviews were published on newspapers, written by...
Ten Resolutions Every Hotel Manager Should Have for 2014
We can almost hear a collective digital sigh from the other end of our screen. We can almost hear you saying: “Another resolutions list? You’ve got to be kidding me.” But if there’s one...
Must Read Before Hiring:
Can Seasonal Employees Still Deliver Great Customer Service? By Steve DiGioia
Recently I was asked to teach a customer service training class for the new hires of a ski resort. The seasonal resort just completed their job fair and had their newest set of fresh-faced...
Top 17 Questions Staff Must Ask at Check-in
If you want to beat the competition online, then your staff needs to be trained very well when guests come into your hotel. Offering top-notch service is what drives great online guest reviews. Not...
5 Best Ways to Deal With An Upset Hotel Guest by Steve DiGioia
Regardless of your business there will be the inevitable situation where a customer is dissatisfied with your product or service. It is a situation we never want to deal with but know we must. ...
How to Build Highly Engaged Employees
Do you want staff who make a positive contribution to your business? Who make clients and guests want to come back? Who find new clients and make more sales and profits? Of course you...
Value is in the Eyes of the Customer
The Subjective Theory of Value states that value of a product or service is based on the subjective importance of it to an individual. You can read more about the details and economic theory behind this...
Six Words to Avoid When Dealing With Guests
By Feature Writer Alan Fairweather You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly guests and even your staff. However, using...