Blog

Service, revenue and team practices for hotels, apartments and tourist schools.

What to do about a bad review before it appears

An unhappy guest almost always shows signs while still at the hotel. How to spot them and what to say so the person leaves in a different mood.

Where guest requests get lost in a multilingual hotel and how to build a chain from message to completed task.

When a guest is willing to pay for a couple of extra hours in the room and how to phrase the offer.

Twenty questions asked every day, and why the answers shouldn't live in one receptionist's head.

Where to place the sign, what to write on it and what should happen after scanning.

How to hand over knowledge to a new team a couple of days before the season.

Reminders, confirmations and easy rescheduling: what works better than penalties.

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