Hotel guests can get a warm feeling from something simple like a smile from the doorman. The question is; “how can you inject the “WOW” factor into a welcome that makes your hotel stand out […]
Guest Arrival Standard Operating Procedure
Procedure for Receiving Raw Materials
Hospitality establishments have adopted procedures that govern the receiving process of raw materials or inputs in the organization. There are no specific laws that govern this process, especially in the private sector. However, in public […]
Hotel Reservations Standard Operating Procedure
Ensuring that the front office has clear and consistent reservation procedures is one of the best ways to increase a hotel’s efficiency. Reservations are the most reliable revenue stream for hotels, and they affect everything […]
Managing Service Process in Hotels
Ultimately one thing really matters in the service encounter – “the customer’s perceptions of what occurred” Processes are the architecture of services. They describe the method and sequence in which service operating systems work and […]
Hotel Promise to Guests
Most hotels are good at advertising. They have the right slogans and advertise in the best places. However, the creation of a brand is more than a marketing strategy. The nature of the hotel’s brand […]
Enhancing Customer Satisfaction in Hotels
Customers are the main reason for being in any business. As an entrepreneur, you must devise ways in which you would like customers to feel when they visit your establishment. Remember that, the first impression […]
Standard Communication Procedure
What is communication? Communication is the process of sharing information in a simplistic form that is from the sender to the receiver and getting feedback. Why do we communicate? We communicate to – Enhance relationships […]
Up-Selling and Cross-Selling Process
Up-selling and Cross-selling is a common term that is used in the hospitality industry to refer to the act of promoting products to customers. It emanates from a simple word “SELLING” Selling Selling simply means […]
Effective Time Management
Managing your time Time management is the process of organizing and planning how to divide your time between specific activities. Good time management enables you to work smarter not harder so that you get more […]
Customer Service Standard Procedure
“There is only one boss in a business – the Customer! And he can fire everybody in the company from the chairman to the staff, simply by spending his money elsewhere. (Sam Walton – Founder […]
