I am a hotel owner, and let me assure you that without providing a guest the right service, there is no chance to survive in this industry.

When I read this question for the first time I was asking myself “Where does service start?” In my opinion, it starts with your online presence....

Have you ever read the feedback of an Amazon product? Have you ever purchased a product that had a half star?

Most people don’t bother checking out a product that’s rated half a star. However, they spend a lot of time reading feedback on a product with a five star rating. Feedback and...

The easiest way to get to know what you need to offer in your hotel to differentiate it from others is to find out what is being offered to guests by hotels nearby on a regular basis. Do not worry too much about special events that other hotels host. These events only take place two to four times...

How to stay polite while arguing with an annoying guest

In the first week of our Hotel’s opening, we had a guest that entered through the main entrance and the first sentences she said were, “Where the hell am I—this environment sucks—I am not used to such places.”...

Did you ever ask yourself what a guest means to you? Is a guest valuable to you? Is each guest an unique person to you? Do you treat each guest the same way? What makes a guest special? Do you prefer one guest over another?

Take a moment and think about these questions. The answers seem to be...