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15 reasons a prospective customer might not make it past your front door Jun 22, 2012: “I Won’t Go In – 10 Reasons Why” | By Conor Kenny

In this article, Conor Kenny, Head of hospitality & tourism industry consultants Conor Kenny & Associates, looks at 15 reasons a prospective customer might not make it past the front door of your Irish Pub. (or any other hospitality business as well)

Hotel pet peeves from host of 'Hotel Impossible' Jun 18, 2012: This undated image from the Travel Channel shows Anthony Melchiorri, host of a new show called “Hotel Impossible.” On the show, Melchiorri, who has been in the hospitality business for 20 years, advises hotels on improving facilities, service and decor. He describes himself as a "germaphobe" when it comes to hotel rooms, and his pet peeves as a guest include dirty grout and Internet fees. Photo: Travel Channel / AP

Communication is critical in every hotel and the front desk is the center of that information exchange. A brief meeting at the beginning of the shift to pass along information, challenges, arrivals, rates, policies or other discussion points can make a tremendous difference in the shift that follows.

How to Deliver an Amazing Customer Experience Jun 5, 2012: These tips may be simple, but they are powerful. And, as simple as they seem in theory, practical application may
be more difficult. The key is to apply these (and any other ideas you may want to add to the list) on a consistent basis. The best companies aren't great some of the time. They are great all of the time. That's customer amazement. And, another reminder... Being amazing is simply being better than average - all of the time. So, be amazing!

Pre-Opening a Hotel? Don’t forget you need guests! (part 2) Jun 1, 2012: In our last article with tips on pre-opening a hotel we focused on PR, the website and SEO. We will now expand our pre-opening checklist with key points concerning revenue management, distribution, reservations, sales and the systems needed to make your success story complete.

Loss Prevention & Risk Management Newsletter May 31, 2012

Loss Prevention & Risk Management Newsletter

April 2012 . Volume V, Issue 2

In this edition:

The Secret to Incredible Service May 30, 2012: In this video, Mark Sanborn talks about the perspective of the legendary Fred (The Fred Factor).

What Guests Want - USA Hotels Amenities Survey May 28, 2012

According to a survey conducted by Hotels.com Free WIFI is the most important amenity for hotel guests, beating out a free breakfast.

We have always wondered how the whole Free vs Pay WiFi works. It doesn't really make any sense at all. How come I can stay in a midrange major brand hotel and get free WiFi but if I stay in a high end hotel and pay in excess of $250 per night for a room I have to pay. You would think that it wold be the other way around. Or, perhaps there is a simple explanation. The high end hotels figure if you are paying $250 for the rooms what's another $15. The less expense hotels are trying to add value to get you to stay with them.

What do hoteliers think of this list? Top 10 Do's to Make Your Stay Memorable May 26, 2012: Top 10 Do's to Make Your Stay Memorable

Anthony Melchiorri, host of Hotel Impossible gives his list of the top 10 things to do when checking in to a hotel.
What do hoteliers think of this list?

How to Add Value: It’s Got Nothing to Do with Price! May 26, 2012: How to Add Value: It’s Got Nothing to Do with Price!

Conor Kenny On How To Add Value

Outstanding Service Strategies #56-75 May 21, 2012: Strategies for Providing Outstanding Customer Service

The best differentiator for a business is providing an outstanding, memorable (in a good way) customer experience. Carol Roth reached out to experts and entrepreneurs for insights on how businesses can make customers feel like kings and queens and create strong customer loyalty. Her Blog presented more than 100 ways you can provide outstanding customer service (in no particular order) that may have some similar themes, but insights are separate as they were framed differently (and are frankly just that important).

Memorable Customer Service Strategies #36-55 May 16, 2012: The best differentiator for a business is providing an outstanding, memorable (in a good way) customer experience.