Selected Free Articles
A Quick Six inspection for guest rooms - Vol. 3 No. 3
Looking for a quick way to determine whether a guest room is top-to-bottom clean? Maybe there just isn't time to do a thorough inspection that includes every nook and cranny? Well, here's a QUICK SIX inspection that can be done in less than two minutes.
Moments of truth used for WOWing guests - Vol. 7 No. 4
It's 10 p.m. and the phone rings at the front desk. The guest in room 226 wants an iron and board. No problem for Luke, the guest service representative at the Acme Hotel. He calls the night housekeeper of this 400-room property and the items are promptly delivered. But Brenn, working at the front desk of an 80-room property across town, is all alone. Literally all alone. He's the only employee on property. What should Brenn do?
This is a moment of truth in the world of hospitality. There are many such moments in this business - moments when there is a great opportunity to meet guests' expectations, to surpass their expectations, or to fail miserably. Read this great article for tips about how to respond to guests in ways that will win loyal, return customers.
Is your hotel heart safe? - Vol. 12 No. 1
Automated external defibrillators, or AEDs, hit the news again recently with the Carlson Hotel chain's announcement in September that it plans to install AEDs at all of its U.S. owned and managed hotels. Though AEDs are proven lifesaving devices and their use has been shown to be highly effective in a variety of settings, they are less prevalent in the hospitality industry than would be expected. This article discusses the use of defibrillators in hotels as a response to incidents of sudden cardiac arrest by guests.
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