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Pet Travel Trends Jul 22, 2012: For many Americans, taking pets along on vacation can make the experience more fun for the whole family. A full 51 percent of travelers with pets say they would bring their pets along on every vacation if they could, according to a recent AAA/Best Western survey of individuals who traveled with their pets in the last 12 months. What hinders them from doing so?

Don’t settle for the “Customer Service Checklist” – Buy in to the philosophy Jul 19, 2012: Let it be known – customer service is not a checklist. It’s a philosophy. Each customer deserves special treatment. Checklists don’t make anyone feel special. They just reinforce the fact that we are all treated the same

Bigger, Better, Interactive: The Future of Hotel TVs Jul 16, 2012

Blending high tech with high touch has become essential today for optimal results Jul 14, 2012: Using guest history is not high tech – it is the fundamentals of many successful hoteliers today, ranging from Bed & Breakfast operators to gaming to resorts to business oriented properties.

To Sell More, Focus on Existing Customers Jul 7, 2012: HBR Blog Network Research from the AskForensics Knowledgebase reveals that there are four gaps business-to-business companies need to address to achieve best-in-class performance. These gaps were identified through in-depth, qualitative sales and account forensics interviews with prospect decision makers in accounts generating at least $15 million in contract revenue for Fortune 1000 companies:

Meet Your Complaining Customers, What Causes Them To Complain, And How Complaints Affect Your Business Jul 5, 2012: If you are a manager, frontline or back-of-the-house employee in the hospitality industry, or in any business for that matter that provides customer service, you are bound to get complaints.

We all understand that it goes with the territory but I want to delve a bit more deeply into the persona of those who complain, the reasons why they complain, and how complaints and customer defections affect your business.

Engage Your Staff to Frame the Guest Experience Jul 3, 2012

The Hospitality operator’s premise must be that what the Guest says we are, we are. Therefore, the more we know about our Guest and share with our staff, the better they will perform. Our employees are the ones who deliver on our promise. This is very easy to say, but very hard to accomplish in the current business environment. But, try you must, keeping in mind that everything comes back to the Guest, the patron, the visitor! Bring your staff together and begin to “hammer out” some dimensions they can relate to and advantage in their engagement of the customer.

DO's and DON'Ts of Hotel Technology v3.0 Jul 3, 2012

International Hotelier Terence Ronson shares his ideas on advances in technolgy that affect almost every department in a hotel in his "Pertlink BLOG"

How to use negative feedback about travel to create positive influence Jul 1, 2012: Nobody really likes receiving negative feedback. It stings, and as a hotel owner or manager, you immediately start kicking yourself for the missed opportunity when a guest leaves negative feedback about your hotel. Part of the beauty of negative feedback is that you know where you stand. You know what went wrong and what you need to do to improve.

Free To Choose Jun 28, 2012: Recruiting must always be a balance of the art and the science. The art is instinct, the science is track record. It’s no longer enough to tick boxes at interview, those days are over. You need to go way deeper than that, you need to interview attitude.

World Class Service 101: Know the difference between meeting and exceeding expectations Jun 23, 2012

You can’t just put processes and standards in place to avoid messing up. The guest does not expect you to mess up. Instead, actually exceeding expectations and impressing the guest is what leads to a perfect experience.