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Raising Skills for Top Line Success

The Importance of Consistency by Harvey Mackay

In his article “The Importance of Consistency”, Harvey Mackay stresses how inconsistencies in business can lead to a loss of reputation and decrease in business. Mackay states that “In any business, customers expect the same standards. The last thing people want is to be surprised — they want predictability. Let’s face it — we live in…
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Active Listening

Below is a very good article around “active listening”. I’m an on-going student of this and appreciate how very important this is for our industry as we work with our guests and vendors. One of my customers, in describing his soon-to-be sales person said, “She’s a typical sales person and talks too much, and not…
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Spotlighting HSN Excellence

I had the privilege of interviewing Mackenzie with the Embassy Suites Lubbock, Texas, hotel. I say privilege because it is such a pleasure to speak with someone so dedicated to excellent skills in her HSN work and her life’s work. Mackenzie was selected to be spotlighted by her supervisor, Michael; Michael is responsible for everyone…
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Spotlighting HSN Excellence

Many years ago Tom Peters wrote a book In Search of Excellence about corporations in the United States who were delivering exceptional work to their customers. As I look through our HSN hotels, throughout the United States, I see excellence in many forms. Because my focus with HSN has been the first impression and selling…
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Reservations In-House or Send to CRO?

If you are considering this question, without a doubt, this well documented article will give you a solid answer. Sending your revenue to a 3rd party can be detrimental to your revenue conversation and first impressions.   EXCLUSIVE: How Contact Centers Can Drive Market Share, Increase Revenue

Front-line Employees – Key to Customer Service Success

Here’s a great article on how important our front line people are. Their customer service training and delivery absolutely makes or breaks us on a daily basis. Hope you can use this as an article to perhaps hang on your selling board. (Click to read the article.) Front-line Employees – Key to Customer Service Success…
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Personal Connection Wins and Keeps Customers

Richard Shapiro’s article, “10 Tips for Making Customers Feel Welcome,” is easily relatable to the hotel business.  A hotel is a guest’s “home away from home” and creating that ambiance begins from their first phone call.  Whether it is a Front Desk Agent or a Sales Manager, your staff’s responsibility is making the customer feel…
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Telephone Etiquette: Call Transfers

Series of Telephone Etiquette Opportunities in a Hotel that Impacting a Hotel’s Customer Service Level   If you’re wondering what “telephone etiquette” could be, you’re not alone! Because etiquette in general is not discussed that much, telephone etiquette is right up there with, “Who cares?” At a hotel, the telephone plays a vital role in…
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Kindness is the Key

  Kindness is key, says GM of hotel that is lauded for a positive work environment “Hiring pleasant people and making their jobs enjoyable is the secret to winning acclaim as an employer”, says Jim Bartholomay, general manager of the Renaissance Tampa Hotel at International Plaza   Be a strong leader. Motivate employees, mentor their…
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The Importance of Order in a Process

When a potential guest calls your hotel, Front Desk Agents will be more successful booking the room if they follow an order.  The guest wants to know how your hotel will be better for their trip.  Agents should be personable, conversational, and most important, inquiring. If potential customers don’t know about a service, they can’t…
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