Category: Uncategorized

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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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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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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Why We Lose Group Business

Hotel sales people are supposed to close business not lose it, right? After 20 years in the mystery shopping business for hotel sales people, I can offer some insight into why we sometimes lose business:   1.  RETURNING PHONE CALLS (emails) IN A TIMELY MANNER: The key word here is “timely”. A group sales call-back…
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Even the “Regulars” Need Excellent Customer Service

Our first impression for call-ins and walk-ins is so important for setting the table for delivery of excellent customer service. I have had a discussion with a General Manager and an Assistant General Manager this week on this very topic and wanted to share this information with you.   Deliver the 4 steps of sales…
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