http://www.wellhousemanor.co.uk/events/dailyview Hotel articles that might inspire en-us Sat, 1 Mar 2008 13:10:01 GMT Employee Inspiration Sat, 1 Mar 2008 13:10:01 GMT http://blogs.law.harvard.edu/tech/rss Weblog Editor 2.0 lisa@wellho.net (Lisa Ellis) graham@wellho.net (Graham Ellis) 5 http://ehotelier.com/browse/news_more.php?id=D13917_0_11_0_M Despite all the negative publicity we read these days about the erosion of customer service, genuine, authentic hospitality is still being delivered daily by frontline superstars. Tue, 24 June 2008 02:00:00 GMT http://ehotelier.com/browse/news_more.php?id=D13917_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13816_0_11_0_M Top reasons why customers stop using companies: 9% of customers leave because of competitors; 14% of customers leave because of dissatisfaction with the product; 67% of customers leave because of an attitude of indifference on the part of a company employee Tue, 10 June 2008 02:00:00 GMT http://ehotelier.com/browse/news_more.php?id=D13816_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13814_0_11_0_M A study of 200 companies worldwide indicates a difference in productivity: 1/3 of the difference is due to technical skill and cognitive ability while 2/3 is due to emotional competence. Tue, 10 June 2008 01:58:00 GMT http://ehotelier.com/browse/news_more.php?id=D13814_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13603_0_11_0_M In business, your price point says a lot about the promise you make to your current and future customers. High prices suggest an exceptional, not just "good" experience. As a customer, I am expecting the business to create a total service experience. Mon, 12 May 2008 01:59:00 GMT http://ehotelier.com/browse/news_more.php?id=D13603_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13441_0_11_0_M "He, who reduces his rate, is the only one who knows what his product is really worth". The traveling consumer today is well informed. In the absence of first-hand knowledge of your facilities and service, your rates define your hotel in the marketplace. If you reduce your rates, you could be reducing consumer perception of your hotel. Fri, 18 Apr 2008 02:00:00 GMT http://ehotelier.com/browse/news_more.php?id=D13441_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13414_0_11_0_M If you take care of your customers, value their patronage, and provide them with memorable service, then they will return to give you more business. Here's an outline of 7 Principles, which are the key learning points. Tue, 15 Apr 2008 01:58:00 GMT http://ehotelier.com/browse/news_more.php?id=D13414_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13232_0_11_0_M Benchmark Hospitality International, a leading hospitality management company, announces its annual "Top Ten Meeting Trends," as observed by its properties. Wed, 19 Mar 2008 01:58:00 GMT http://ehotelier.com/browse/news_more.php?id=D13232_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13202_0_11_0_M European travel strong in '08 as 50 percent of Americans trekking across the pond this year. Fri, 14 Mar 2008 01:59:00 GMT http://ehotelier.com/browse/news_more.php?id=D13202_0_11_0_M http://www.ehotelier.com/browse/news_item.php?id=P12973 Empowering your people is absolutely essential to creating a culture that champions your brand. So why are some organizations reluctant to empower their employees Tue, 12 Feb 2008 08:58:00 GMT http://www.ehotelier.com/browse/news_item.php?id=P12973 http://ehotelier.com/browse/news_more.php?id=D13005_0_11_0_M While working my way up the ladder, I noted the closed doors and watch-dog secretaries of many general managers. Those managers rarely took tours of their properties, never said good morning to guests, and had their secretaries screen all calls. I vowed that someday I would be a very different kind of general manager-the kind that I never had. Mon, 18 Feb 2008 08:59:00 GMT http://ehotelier.com/browse/news_more.php?id=D13005_0_11_0_M http://ehotelier.com/browse/news_item.php?id=P12968 How does your organization view and define the training experience before it takes place or before it leaves the station? Tue, 12 Feb 2008 08:58:00 GMT http://ehotelier.com/browse/news_item.php?id=P12968 http://www.liveleak.com/view?i=13b_1175841446 A film report on hotel cleanliness, graphic report about bedbugs. Fri, 06 Apr 2007 08:56:02 GMT http://www.liveleak.com/view?i=13b_1175841446 http://www.gadling.com/2007/12/12/staying-in-a-hotel-bring-your-own-drinking-glasses/ A film report on how some hotels (don't) clean their drinking glasses. Wed, 12 Dec 2007 12:31 GMT http://www.gadling.com/2007/12/12/staying-in-a-hotel-bring-your-own-drinking-glasses/ http://www.hotel-online.com/News/PR2008_1st/Jan08_Touchpoint.html Engaging your customers is not rocket science. With all of the articles, books, blogs, videos and conferences that are available, it can seem that creating an engaging service experience requires a lifetime worth of training. Tue, 06 Nov 2007 02:00 GMT http://www.hotel-online.com/News/PR2008_1st/Jan08_Touchpoint.html http://www.hotel-online.com/News/PR2007_4th/Dec07_EngagingService2.html It's been said that one bad apple can spoil the bunch. Well what if the entire apple tree was bad to begin with? Let's pretend that the "apple tree" is a hotel's culture, and the "apples" are the workforce. Most times, it is the hotel's culture that will dictate how the workforce performs. Sat, 01 Dec 2007 02:00 GMT http://www.hotel-online.com/News/PR2007_4th/Dec07_EngagingService2.html http://www.hotel-online.com/News/PR2007_4th/Oct07_ServiceExcellence.html Appreciate where you are, but imagine where you could be. That is the mantra of continuous improvement. World-class hotels, restaurants, and spas are never content with the status-quo. Good is not good enough. Mon, 08 Oct 2007 02:00 GMT http://www.hotel-online.com/News/PR2007_4th/Oct07_ServiceExcellence.html http://www.hotelmotel.com/hotelmotel/In-Depth+Reports/Turn-front-desk-clerks-into-front-desk-salesperson/ArticleStandard/Article/detail/402439 If your company is serious about improving revenue management, It's time to change the perception of the role of front desk employee. The front desk team faces myriad sales opportunities each day. Expand your training focus to take advantage of this. Mon, 05 Feb 2007 02:00 GMT http://www.hotelmotel.com/hotelmotel/In-Depth+Reports/Turn-front-desk-clerks-into-front-desk-salesperson/ArticleStandard/Article/detail/402439 http://www.hotelmotel.com/hotelmotel/In-Depth+Reports/Hospitality-begins-at-check-in/ArticleStandard/Article/detail/391733 Here are nine quick tips that will help your front-desk staff master the (nearly) lost art of extending the generous and authentic gift of hospitality to your hotel's guests at check-in. Mon, 11 Dec 2006 02:00 GMT http://www.hotelmotel.com/hotelmotel/In-Depth+Reports/Hospitality-begins-at-check-in/ArticleStandard/Article/detail/391733 http://www.hotelmotel.com/hotelmotel/In-Depth+Reports/Mentoring-to-the-max/ArticleStandard/Article/detail/409986 Frontline supervisors and managers have the opportunity to mentor new associates and inspire the next generation of hospitality recruits onward and upward. Here are eight tips on how to train your supervisory team how to reinforce the principles of hospitality excellence. Mon, 5 Mar 2007 02:00 GMT http://www.hotelmotel.com/hotelmotel/In-Depth+Reports/Mentoring-to-the-max/ArticleStandard/Article/detail/409986 http://www.hotelmotel.com/hotelmotel/Columns/Walking-the-thin-line-between-excellence-and-medio/ArticleStandard/Article/detail/425056 Why is it that some associates choose excellence, while others choose mediocrity? It just has to be more than a mere coincidence that some hotels can succeed in even the toughest labor markets, while others wallow in mediocrity even where the unemployment languishes in double digits. Here are my six observations about hotels who aspire to a daily culture of hospitality excellence. Mon, 28 May 2007 08:59 GMT http://www.hotelmotel.com/hotelmotel/Columns/Walking-the-thin-line-between-excellence-and-medio/ArticleStandard/Article/detail/425056 http://www.renaissanceconsultingltd.com/a8.html Does nobody see anything obsolete about the tendency of hotels to copy each other's guest experience, while the chains clone theirs throughout the hotel group? It's high time to move on from this practice. Thu, 31 May 2007 01:57 GMT http://www.renaissanceconsultingltd.com/a8.html http://www.renaissanceconsultingltd.com/a10.html Advances in human knowledge have opened the door to the possibility of a completely new kind of hotel guest experience that has no limit to its nature. Thu, 31 May 2007 01:57 GMT http://www.renaissanceconsultingltd.com/a10.html http://www.htrends.com/trends-detail-sid-30356.html Employees need to know how to do their job effectively in order to ensure the consistent success of your business. Employees who receive inadequate training or are unaware of their job responsibilities will cost you customers and revenue. Thu, 31 May 2007 01:57 GMT http://www.htrends.com/trends-detail-sid-30356.html http://ehotelier.com/browse/news_more.php?id=D13107_0_11_0_M The goal of a good employment ad is exactly the same as the goal of any advertising--it's sales. An employment ad should sell an employer and a position. Mon, 3 Mar 2008 01:59 GMT http://ehotelier.com/browse/news_more.php?id=D13107_0_11_0_M http://ehotelier.com/browse/news_more.php?id=D13128_0_11_0_M Being a service-professional is not about what you do, it is about who you are. The specific job is almost irrelevant because true service professionals will find ways to serve their customers under any circumstance. Mon, 3 Mar 2008 01:59 GMT http://ehotelier.com/browse/news_more.php?id=D13128_0_11_0_M