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Tag : customer service

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Hotel Guests’ Most Common Complaints and How to Prevent Them

February 21, 2018

People who travel often know that hotel service isn't always as seamless as they've grown to expect. Furthermore, people who do travel a lot tend to...

Get Your Hotel Operations Team Onboard The Tricycle of Guest Service

February 14, 2018

By Doug Kennedy As hospitality industry trainers know, using symbols and models can help trainees grasp abstract concepts and make seemingly-complex paradigms...

Tourism Tidbits: Customer Service: Going Beyond the Expected

February 1, 2018

by Dr. Peter Tarlow Leisure travel and tourism are all about turning dreams into realities.  Be it the traveler seeking adventure, spirituality,...

How is the Hotel Industry Using AI to Provide an Awesome User Experience?

January 29, 2018

by Mitul Makadia In the 21st century, industries that remain adamant about integrating new technological revolutions are most likely to regress in their...

The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts - The Human Heart

January 17, 2018

By Doug Kennedy As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month.  Although I have...

Why Your Guests Return, and Why They Don’t: Your Employees

January 10, 2018

By Chris Dornfeld Every company, to a greater or lesser extent, has to be about customer service. In the hospitality industry, it’s much simpler...

Customer Service & Sales: Be Authentic

December 13, 2017

By Katie Scheer Let's stop faking it. Deliver the customer service that you want to receive, and sell honestly in such a way that you would want to...

Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!

November 6, 2017

By Doug Kennedy As a hotel industry hospitality trainer, I surely have a more critical eye for detail than the average guest, yet I still try to be patient...

5 Things the Hotel Industry Can Learn from Cruise Lines

October 12, 2017

By Kacey Bradley As an industry, finding useful lessons from other industries that seem completely different may feel impossible. But sometimes that...

When Guests Complain, Be All EARS!

October 11, 2017

By Doug Kennedy Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on...

The ProSo Method to Achieving Service “Wows”

October 9, 2017

By Jana Love In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they...

Avoid These Worthless Questions in Customer Service or Pay the Price

November 29, 2016

by Dr. Dennis Rosen As a former university professor, I figured out a while ago that a common classroom question my colleagues and I had been asking for years...

How to Handle Customer Complaints Properly to Build Business

October 5, 2016

No business likes to get complaints. However, we have to accept the fact that complaints will happen. Customers may complain about our products, service, or...

Why Customer Loyalty Should Not Be Your Goal and What You Want Instead

September 27, 2016

By Dr. Dennis Rosen Loyalty has become a goal of many businesses. Many consultants claim they will help businesses accomplish this goal. However, it is...

4 Ways Luxury Hotels Can Use Technology To Provide Better Customer Service

January 16, 2016

By Alex Shashou For some luxury hoteliers, the idea of mobile technology in hospitality is fraught. When customer service is understood as face-to-face...

Love and The New Age of Service

December 1, 2015

By Steven Ferry Much attention has been placed by training departments of luxury hotels and resorts on bringing new hires up to the required standard of...

Customer Service Training Is a Waste of Time

November 23, 2015

By Bryan K. Williams It’s amazing how many companies waste their time and money on customer service training. Year after year these companies bring...

To Rock At Customer Service, You Need To Know These 8 Statistics

July 10, 2015

​By Katie Scheer It’s no coincidence that companies that deliver rockin' customer service are industry leaders and innovators. So why aren’t companies...

Great Service Isn’t Rocket Science

June 23, 2015

By Jana Love I personally enjoyed our blog last week because the outcome was a GREAT customer service experience, where the associates went over and above to...

Handling Customer Complaints 101

February 10, 2015

By Katie Scheer February 10, 2015 Customers come in all shapes and sizes, and we can probably all agree that the most difficult is the angry customer. This is...

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