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Article
The housekeeping experience: How to make your staff shine   16 Mar, 2009

Housekeepers are an integral part to a guest's stay, from the spotlessness of the room they clean to the helpfulness they provide. BY ONLINE COLUMNIST JOHN ELYMore>>

Day 8 Article
Day 8: March 11, 2009   11 Mar, 2009

Experts offer success strategies for small design firms in the second of a three-part series; Forrester Research provides tips on bumping up customer service; and five trends you'll want to watch in 2009.More>>

Article
Staff management is key for smaller budgets   24 Feb, 2009

Much has been written about the recession—lending has halted, occupancy is down and rates are being cut. But what's going on at the actual hotels? Despite all the gloom and doom, hotels still need to operate and provide the optimum level of service on a smaller budget. / BY ASSOCIATE EDITOR CHRIS...More>>

Newswire
Thayer Lodging to double allergy-friendly rooms   10 Feb, 2009

Thayer Lodging Group, an Annapolis, Maryland based private equity real estate investment firm with a portfolio of 14 hotels, announced they will double their inventory of PURE Allergy Friendly rooms from 280 to 560 this year.More>>

Article
Crisis situations call for clear communication plans   1 Feb, 2009

National Report–Hotel crises can come in a variety of forms, from a hurricane heading toward a property to local media uncovering dirty drinking glasses in guestrooms.More>>

Article
Evaluating, understanding and acting on customer satisfaction survey results   29 Jan, 2009

While comment cards are a common way to evaluate your staff and your hotel, there are other more effective ways to hear the good and the bad experiences of guests.More>>

blank Article
Guests expect more from green programs   29 Jan, 2009

The hotel industry is no stranger to environmental issues and conservation strategies, yet the landscape has changed due to an unprecedented increase in consumer awareness and demand.More>>

Article
Crisis situations call for clear communication plans   29 Jan, 2009

Hotel crises can come in a variety of forms, from a hurricane heading toward a property to local media uncovering dirty drinking glasses in guestrooms.More>>

Glenn Withiam Article
Scripts can ensure quality but must be used carefully   29 Jan, 2009

Service scripting directs how employees should conduct services by specifying words, phrases and gestures as well as setting time deadlines and other expectations for the service process. Although managers may believe scripts help employees maintain quality standards, there's not much evidence...More>>

Newswire
Tom Wolfe, America's first concierge, honored    6 Jan, 2009

Tom Wolfe, chief concierge of The Fairmont San Francisco, was recognized for his visionary achievement as the first concierge in the United States by Les Clefs d'Or USA and the Northern California Concierge Association at a special tribute hosted by the landmark hotel.More>>




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