Five-star service at villa scale
Opinion piece examines how small villa teams can sustain five-star service standards by front-loading operations, building redundancy into key roles, and planning recovery responses before problems occur.
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Expressing Empathy Truly Resolves Guest Complaints
KTN trainer argues that expressing genuine empathy before apologizing is the most effective yet most commonly skipped step in guest complaint resolution, with coaching key to breaking ingrained staff habits.
By Doug Kennedy, President of the Kennedy Training Network, Kennedy Training Network (KTN)
The One Thing Most Companies Fail To Do After Receiving Customer Feedback
Research shows 65% of customers never hear back after completing a survey, but a hotel case study demonstrates how closing the feedback loop with action and personalized follow-up drives trust and loyalty.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
A GM’s perspective on guest feedback at national scale
G'day Group GM Louise Kipling shares how the 330-property Australian network transformed guest feedback from post-stay reporting into a real-time operational system, including mid-stay pulse checks and network-wide fixes driven by sentiment data.
How to Prepare for Failure
Companies should train frontline staff, monitor complaint patterns, and create consistent recovery processes to transform service failures into trust-building opportunities.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.