Articles

Resources

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...

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...

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...

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...

Hospitality Leadership Self-Assessment

August 08 2015

Hospitality Leadership Self-Assessment

A Great Guest Experience Leader will demonstrate these behaviours and skills. It is not an exhaustive list. It's a starting point for you to assess yourself. Does this describe you? Some of the time? All of the time? Not at all? If you would like to develop your or your teams leadership capabilities and performance take a look at our Hospitality Leadership Programme and Case Studies. You...

How Emotionally Connected Are You?

August 07 2015

How Emotionally Connected Are You?

All guests demand an outstanding experience when they stay with you, so it has become business critical that you can deliver this. Guests seek experiences that connect with them emotionally, are personalised to their needs and leave them feeling valued and special. The more you achieve this, the more guests spend, return and recommend you, making your guest experience a key revenue driver. Vital to...

Categories

Social Feeds

Sunwing flyer sues because he got sparkling wine not #champagne - mismanaging #CustomerExperience #leadership https://t.co/iMdmhh72mO
Read More »
Excited to be attending #AHC2017 today and tomorrow - come and say hello to @SidonaG #hotels https://t.co/3Yp2RAX4uB
Read More »
Delighted to be involved in the judging of #DASLSLegalAwards again this year - get those nominations in now… https://t.co/vFwGe0gzTp
Read More »
Are you doing everything you can to create #EmployeeEngagement in your business? #Leadership https://t.co/98MRWkianN
Read More »
Good luck to our friends @Cofton_Holidays tonight #FDDAwards17 - bound to be a great night with @DeerParkHotel as… https://t.co/aY1worAbzV
Read More »
Looking forward to attending #AHC2017 this week #hospitality https://t.co/Nw8OeYo2tX
Read More »