Hanging onto Talent ~ Part 1

We already know that there is a lack of new talent entering the industry so it’s important that we hang on to our best people. The hospitality industry has always had one of the highest labour turnover rates in all sectors of the economy, so are we just deluding ourselves if we think we can […]


Help guests find your hotel

Where is your hotel? Last week I wrote about Google places, but it seems some restaurants or hotels haven’t yet mastered the concept of including a postcode or zip code. Today I went to look up the location of the hotel where I had thought about staying to see how long it would take me […]


Are you on Google Places?

Are you on the map yet? Have you entered your hotel or restaurant onto Google places? Increase your visibility by adding your details including a brief description of what you offer, a link to your website, photos and even videos. You can update it as often as you like. You can even adjust your location […]


How to get your staff Upselling ~ Part 5

Practice makes perfect Here’s the final part of what to consider in getting your team to upsell effectively, and to include in your hotel or restaurant staff training. Its all very well know what to say, but you know how sometimes when you come to say something the words just don’t trip off the tongue […]


How to get your staff Upselling ~ Part 4

Behaviours Here’s part 4 of what to consider in getting your team to upsell effectively, and to include in your hotel or restaurant staff training. Teach staff the mechanics of upselling The need for open questions to identify what the customer wants How to listen actively to customers’ requests or preferences How to respond, and […]


How to get your staff Upselling ~ Part 3

  Spot the opportunities Here’s part 3 of what to consider in getting your team to upsell effectively, and to include in your hotel or restaurant staff training. Let staff identify all the situations that lend themselves as an opportunity to upsell – not just in their own department – but across all areas. Options […]


How to get your staff Upselling ~ Part 2

Product knowledge Here’s part 2 of what to consider in getting your team to upsell effectively, and to include in your hotel or restaurant staff training. In order to talk about, recommend or upsell staff need to fully understand each of the products and services available. Do they know: What are the high profit items […]


How to get your staff Upselling ~Part 1

Upselling is something we are all exposed to from time to time.  And whether you sell meals, bedrooms or widgets, it’s technique that can not only help your bottom line, but done well can give your customers an all round better experience if done well.  Here are some of the things to consider in getting […]


What’s the point of a business card?

Whenever I visit a hotel or B&B I like to take a business card – well, I do if I think I will want to remember the place. But I sometimes wonder why people bother with business cards. I mean, why have them if they are tucked away, where guests can’t see them? Let me […]