How to Overcome Objections When Upselling | INNsider Tips-065

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Overcome Objections When Upselling. . . You need to train for objections It is important to train your staff to see and handle different situations. Is the objection real or just a guest's way of saying, I need more time or information? . Here are examples of situations they could come across: The guest would like something but not what you offered . Maybe the timing [...]

How to Overcome Objections When Upselling | INNsider Tips-0652023-07-18T09:48:45+02:00

How to Upsell at Your Property | INNsider Tips-063

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Upsell at Your Property. . . Why Should You Want to Upsell? Two simple reasons; upselling will make your guests more satisfied . and your business is more profitable. . Properly trained employees can add apparent value to a room sale that a guest is already willing to make, increasing their stay worth as well as increasing your bottom line. . This is a Win-Win. . [...]

How to Upsell at Your Property | INNsider Tips-0632023-06-09T16:51:37+02:00

How to Respond to Negative Reviews | INNsider Tips-062

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Respond to Negative Reviews. . . Social media has the ability to attract new customers while helping you retain the loyalty of past guests. . It allows your guests to communicate with you directly, praises you for an excellent experience, or give you positive feedback, but it can also be a method for guests to share a negative experience. . “One bad review on Twitter or [...]

How to Respond to Negative Reviews | INNsider Tips-0622023-06-09T16:50:46+02:00

How to Handle Negative Reviews | INNsider Tips-061

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Handle Negative Reviews. . . Almost 3000 respondents were surveyed about the importance of a hospitality property by responding to online reviews. . They showed that 85% of users agree that an appropriate management response to a bad review improved their impression of the property. . 64% of users agreed that an aggressive or defensive management response to a bad review made them less likely to [...]

How to Handle Negative Reviews | INNsider Tips-0612023-06-09T16:49:31+02:00

The Most Common Hospitality Property Complaints | INNsider Tips-060

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about The Most Common Hospitality Property Complaints. . . The following are the most common hospitality property complaints. Room cleanliness: At a minimum, rooms must meet basic hygienic standards. . Poor room service: If you offer room service, make sure you have the staff to handle it. . Restaurant food quality: I was told once by a restaurant inspector, that the first two things he looks for at a [...]

The Most Common Hospitality Property Complaints | INNsider Tips-0602023-06-09T16:48:50+02:00

Tips For When Guests are Complaining | INNsider Tips-059

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about Tips For When Guests are Complaining. . . Here are tips for employees to use when customers complain. The first one is a skill or a trait every good employee should have; the ability to listen without speaking. Let the guest explain their complaint. . Maintain eye contact, demonstrating concern but remaining quiet. If you're taking the complaint on the phone, don't respond until the complaint is finished, [...]

Tips For When Guests are Complaining | INNsider Tips-0592023-06-09T16:47:04+02:00

Training Employees To Ask For Complaints | INNsider Tips-058

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about Training Employees To Ask For Complaints. . . I have seen many cases, where an employee might sense there's a problem but will purposely avoid asking for any feedback to avert a confrontation. . An employee with the right training and attitude will avoid any kind of confrontation by asking the right questions. . Questions you should stay away from are the ones where one-word answers can be [...]

Training Employees To Ask For Complaints | INNsider Tips-0582023-06-02T12:25:41+02:00

How to Get Guests to Tell You Their Complaints | INNsider Tips-057

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Get Guests to Tell You Their Complaints. . . I have an example, not from the hospitality property but a restaurant, a very well-known restaurant, on the waterfront in Halifax, Nova Scotia, Canada. . Over the years, I had recommended this restaurant to many people and one day, while eating there, the owner came over to me and said: “Gerry, you send many people our way, [...]

How to Get Guests to Tell You Their Complaints | INNsider Tips-0572023-05-15T14:39:02+02:00

How to Handle Customer Complaints | INNsider Tips-056

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about How to Handle Customer Complaints. . . With the continued evolution of online hotel, resort, inn and bed & breakfast review sites, social media, forums, and fuming customers on YouTube, a property's level of guest service is increasingly visible to the outside world. . For this reason, it is vital that you have a working operation manual with the appropriate policies to handle customer complaints, as well as [...]

How to Handle Customer Complaints | INNsider Tips-0562023-05-15T14:08:33+02:00

More Ways to Surprise Guests | INNsider Tips-055

Welcome to INNsider Tips. In today’s INNsider Tip, I will talk about More Ways to Surprise Guests. . . In the last INNsider Tips episode #54, I talked about ways to surprise guests. . The following are some other ideas we have seen. Handwritten notes left on a pillow saying “Have sweet dreams” and “Have a pleasant sleep”. . Take-home puzzles of the property are left in rooms of families with children. . One property I stayed at was so [...]

More Ways to Surprise Guests | INNsider Tips-0552023-05-08T12:33:46+02:00