Telephone Etiquette: Call Transfers

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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 … Continued

Kindness is the Key

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Kindness is key, says GM of hotel lauded for 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 … Continued

Why We Lose Group Business

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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:   RETURNING PHONE CALLS (emails) … Continued

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