Doug Kennedy

As much as hotel managers think having great guest service is important, too many still are relying on the traditional means of measuring guest satisfaction, such as by post-departure guest e-mail surveys and even traditional comment cards.

As much as hotel managers think having great guest service is important, too many still are relying on the traditional means of measuring guest satisfaction, such as by post-departure guest e-mail surveys and even traditional comment cards.

Many hotels overlook the opportunity to upsell guests to higher-priced options.

When properly implemented, mystery shopping reports can help all agents provide a less transactional, more conversational, caller-focused sales experience.

Although providing excellent guest service always has been important for future word-of-mouth advertising, the numbers today are exponentially that much greater. It is vital to communicate just how important frontline team members are to the hotel's brand-management efforts.

One common theme of most hotel industry hospitality training programs is an emphasis on encouraging frontline associates to be proactive in anticipating needs in advance and in voluntarily mentioning additional, relevant details. Yet in order to deliver proactive hospitality, frontline associates...more >>

It is more important than ever to train your staff to not only welcome guest complaints, but also to actually encourage them.

At the conclusion of a call, agents should ask themselves if they gave the caller information they couldn't have found online.

If a hotel does not present a positive impression over the telephone for inquiry callers, many guests will decide to call elsewhere.

When you stop to consider which hotel associates actually spend the longest period of time interacting with in-house guests, it's maintenance or engineering departments. In planning your next round of hospitality training, be sure to consider the important contribution of these employees.