Are you Blind to the Mediocrity of Service?
My sudden blindness had left me unable to engage in one of life’s great pleasures; an experience that I’ve had the good fortune to lose...
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5 min read
Empathy, let’s stop talking about it….
Pleasingly, there would appear to be an uplift in the amount of airtime around the topic of empathy within the context of service. It...
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3 min read
Service resumes - are you ready? Beware the pitfalls of process.
What we’re all going through is unprecedented, everyone agrees. Hospitality folks have had every right to be gloomy over the past months,...
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3 min read
The Innocent Crime of Hospitality - Are you Guilty?
Giles Gordon-Smith This blog also appeared on The Huffington Post - http://www.huffingtonpost.co.uk/giles-gordonsmith/the-hospitality-pan...
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4 min read
You lost me at hello. Are you falling at the first hurdle of the guest journey?
Yesterday, I walked out of a very posh restaurant in St James’s, London, eleven seconds after having walked in with the intention of...
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6 min read
Seven behavioural techniques to help you avoid negative TripAdvisor reviews
US medical malpractice litigation gives us a surprising insight into what drives our guests to take their gripes online Love it, loathe...
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4 min read
Put your people first for a prosperous 2019
If you search the internet for ‘hotel trends 2019’, you’ll find plenty of advice and opinion on product, marketing and technology as well...
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4 min read
Why you must ask "How do I feel"?
Giles Gordon-Smith During my time as an inspector of fine hotels, the emphasis of the post stay feedback sessions with General Management...
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3 min read
Advocacy is built on emotions, so let feelings be our focus
There is an undeniable place for quality assurance (mystery shoppers, inspectors, auditors - call us what you will) in the hospitality...
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