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 […]


How to achieve great customer service – Part 2

Direction We’ve already talked about defining what we mean by great service, now this needs communicating. Discuss with your team what your guests expect and how to meet those expectations. Focus on telling people what you want to achieve, i.e. the end result, rather than dictating how to do it.  This gives people flexibility to […]


How to achieve great customer service

The service your guests receive will often be the most memorable part of their stay. Few people will return by choice, where they’ve experienced poor service, nor recommend a hotel even when they’ve received average or good service. Service is invariably your opportunity to create a key differentiator to your hotel. So as a manager […]


Celebrate Success !

Celebrate and reward success Establish regular opportunities and events to enable others to share their successes and achievements. This could be as simple as team meetings where individuals talk about their successes and what others can learn from these, but add more weight to this by publicly recognising their success e.g. sharing achievements with your […]


Build confidence in others

This is part two of this week blog ‘Building Confidence’: Limiting confidence just to your own abilities comes over as arrogance and failing to express confidence in the capability of others becomes a self-filling prophecy. People soon pick it up when you fail to trust or allocate any responsibility to them, leaving them doubting their own […]


How to Build Your Team’s Confidence

Are you a glass half full or glass half empty type of person? I’m sure we can all relate to the type of person who constantly looks at the downside of everything; the type of person who drains your energy and your enthusiasm the whole time; the ‘Mood Hoovers’ who suck the life out of […]


Red tape getting in the way of a good performance.

Yesterday’s blog was about time and people preventing a good performance, today it is about having the right system in place to support a good performance. Systems Having systems and procedures is usually a good thing. Having systems in place for when things go wrong is key if staff are to take responsibility for putting […]


Are your team dependant on others?

Time Not having enough time to do the job to standard can be very sole destroying for people, particularly when they want to do a good job, but they just don’t have the time to do that effectively.  Spend time with your staff to assess how long a task should take. And if it is […]