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The Ultimate Sin |
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You have a confirmation of your reservation in your hand as the hotel’s Guest Service Agent tells you: “No rooms at the Inn tonight!” It probably sounds familiar and in my opinion is the ultimate sin and break of trust in a client-company relationship....more
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It Is Your Money! |
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When I first became involved in the hotel business in North America, I was totally amazed how easily guests were satisfied with mediocrity. I remember an occasion when I was the Manager on Duty on a Saturday Night, in what would be considered an upscale hotel....more
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Pricing Integrity |
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You may recall from a previous article, hotels sell a perishable product. The rooms that aren’t sold tonight can’t be put on sale tomorrow at a discount. This obviously creates a scenario whereby the hotelier will try to get the best, which in his case means the highest, rate possible for any room sold....more
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Water Slides and Other Fun Stuff |
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Many hotels are upgrading their fitness or lifestyle facilities to attract the corporate traveler and to increase their share in the growing leisure market. If these facilities influence your buying decision you should be aware of a few things....more
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Dialing For Dollars |
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It’s a busy morning. You’re running late. As you wait for the clerk to print your hotel bill you think:” Will I miss my plane?” These thoughts leave you very quickly as your body goes into shock when you look at the bill - The telephone charges require you to re-mortgage your home!...more
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Hotel Reward Programs |
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When selecting a hotel often times your decision is influenced by the type of reward program the hotel offers. The larger chains all have their own ranging from Starwood’s Preferred Guest to Holiday Inn’s Priority Club. ...more
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Your Best Friend – The Concierge |
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One of the keys to make your stay in a hotel and in a city more enjoyable is the hotel concierge. The Accredited Professional Concierge is a member of “Les Clefs d'Or” (Golden Keys), which is an international association of concierges....more
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In-Room Movies |
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In-Room entertainment or movies can be a great diversion when traveling and trying to relax in the hotel for a while. It can also be an irritant. ...more
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Hotel Security |
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This past week, I and many other industry professionals received an email from a lady that was assaulted in a Singapore Hotel. Her complaint was not the actual attack, but the manner in which the hotel dealt with it. Apparently there was a complete lack of compassion for the guest and no follow up whatsoever. ...more
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Your Housekeeper |
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Room Attendants, or Maids as they were called in a previous life, are probably the most under appreciated employees in a hotel. They work for eight hours, pretty much by themselves, completing repetitive tasks, and rely very much on being self-motivated. Why tell you, the guest this?...more
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