Educate and build credibility through your mailing list

Depending on the nature of your target market you could use your mailing list to engage with your customers by sharing your knowledge. For example: Ask your head chef to provide a recipe of the month, tips on baking the perfect meringue or crusty bread, a buyers’ guide to choosing fresh fish recipe ideas based […]


Build rapport and build a sense of anticipation with your customers

Before your customers arrive, start to build the relationship and get your customers excited about their visit. Let them know in advance what they can be doing the make the best of their time with you. Offer your help in booking restaurants, (yours or JV partners’), entertainment, outings, taxis, accommodation, attractions. etc. Anything that will […]


Keep in touch with your customers

Have you ever heard yourself saying ‘Keep in touch’? When we leave a job, or made friends on holiday we often come out with a remark such as this, whilst at the back of our mind thinking we are unlikely to see or speak to these people ever again. But can we afford to do […]


Building a customer mailing list

Your customer mailing list is one of the most valuable assets of your hotel or restaurant. I am amazed how few hotels and restaurants use e-mail marketing. It’s never too late to start building a database, and e-mail marketing is a great way to continue to build the relationship with your customers and keep you […]


Are your profits going down the drain?

Every day of our cruise I was horrified at just how much food and drink, and therefore profit, was literally being poured the drain. The main culprit was a drink all you like coffee deal. At the start of the cruise you could purchase your own ‘souvenir’ mug, and refill it as often as you […]


How to achieve great customer service – Part 4

Recognition Recognise and reward staff who go the extra mile and give exceptional customer service. Listen to your guests and acknowledge the feedback they give you and pass that on to your team. This helps both you and your team or to understand what your guests appreciate and value, and help identify where you may […]


How to achieve great customer service – Part 3

Empower Upskilling your team by giving them the appropriate training, coaching and support enables you to delegate authority and gives your  staff a sense of responsibility, so they take the initiative and make decisions. You’ll be surprised how often they end up improving the process.  It means you don’t have to keep an eye on […]