Use staff engagement to enhance guest experiences
Read moreWith the number of accommodation options available to travelers, it is important for Ontario hoteliers to deliver unique customer service and experiences that stand out in a crowd. In the hospitality industry, we know that guests are often outside their comfort zone and want a place to call home. To better satisfy your customers, go back to basics and make
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Is it time to rethink your customer service protocols?
Read moreWhen guests at your establishment have an issue, problem or concern, it is likely that they are experiencing a mild feeling of dread leading up to talking to your employees about it. This is not necessarily your frontline staff’s fault — people have been conditioned to have low expectation when it comes to interacting with customer service representatives, no matter
Should you join Hospitality and Tourism Associations in Ontario?
Read moreWhen you are looking to expand your footing in the hospitality and tourism industries in Ontario, finding a network of like-minded professionals can make a huge difference in how you think about the way you are running your business. Having people to bounce ideas off of and to learn from is a great way to figure out what changes need
Customer service to deal with bad customer behaviour
Read moreIn the hospitality industry in Ontario, you strive to ensure the best guest experience possible. You have invested in the best mystery shopping services to find out where you employees can improve, but sometimes, a guest experience audit doesn’t cover all the situations you might encounter when it comes to guest behaviour in your restaurant or hotel. While poor customer
The Sharing Economy and its impact on Boutique Ontario Hotels
Read moreRecently, there has been a dramatic change in the trends in the hospitality industry that is disrupting the traditional tourism and hospitality industries — the sharing economy. There has been a noticeable increase in services like Airbnb, Uber, Lyft, etc., that are changing the way people are booking and interacting with accommodations, transportation and almost every other aspect of trip
