Resources

You are most unwelcome!

May 10 2016

You are most unwelcome!

We have observed and experienced many disappointing welcomes at hotels and restaurants recently and had some fantastic ones too.  We want to share with you how the emotions you evoke for your guests at this key touchpoint will make or break their experience and your revenue.The arrival experience sets the tone for the whole guest experience.  This will form part of their hotel memories and...

Disengaged employees are The biggest threat to your hotel

May 10 2016

Disengaged employees are The biggest threat to your hotel

Having spent a huge amount of money and effort acquiring the right staff for your hospitality business, you really need them to be performing to their best, wowing your guests and adding maximum value to your business at all times.So why is it that some staff give little effort, seem to complain a lot, are quick to make excuses without taking responsibility, seem to show no initiative and lack commitment...

How your hotels emotional package drives your bottom line

February 08 2016

How your hotels emotional package drives your bottom line

Most hospitality businesses understand the guest need for an experience that is beyond great service and the need to make an emotional connection with their guests and that emotion is the most significant driver of loyalty, revenue and competitive advantage.  A plastic card does not purchase a guest's loyalty any more.Emotions Drive DecisionsThe latest research identifies that over 70% of a customer...

Guest Experience Masterclass: 8 Videos That Will Change Your Hotel

August 12 2015

Guest Experience Masterclass: 8 Videos That Will Change Your Hotel

Created with hoteliers in mind, this new video series offers top tips and actionable insights to help increase revenue, drive guest loyalty, and gain serious competitive advantage. Tackling the end-to-end guest journey, the series is dedicated to ambitious hoteliers who want to stop talking and start doing! With information delivered in short, succinct videos, this is the perfect start to your learning...

Strategies for fixing staff problems

August 11 2015

Strategies for fixing staff problems

Sidona Group’s Anne Blackburn shares strategies for resolving staff problems.Are you spending too much time, effort and resource in dealing with problem staff? If so, I have some strategies to share for dealing with staff problems.Do you have staff with poor attitude, who cause conflict with team members and guests, don’t take responsibility for their actions, never meet your service standards...

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