Insights

Michelin status: is it still relevant in measuring guest experience?

Insights

26th October 2017

Guests are increasingly setting their own standards - has the Michelin standard had its day?

What’s the secret to knowledge that sticks with staff?

Insights

16th October 2017

With high staff turnover and constantly evolving teams common in hospitality, it can be tough to arm staff with the necessary knowledge to provide a great guest experience.

Cultivating a concierge mentality from the bottom up

Insights

2nd October 2017

Over 900 guests shared their best hotel experiences to shed light on how hoteliers can create the coveted concierge experience every time.

Gamifying Selling

Insights

18th September 2017

How to motivate staff and increase sales by finding fun ways to motivate your front of house team.

Upselling well: make it responsive

Insights

8th September 2017

How a preemptive and empathetic approach to upselling can add value to the guest experience.

Know your margins (and make sure all your staff do too)

Insights

14th August 2017

Every team member can influence sales - we explore how ensuring your team understands this can help you business grow.

Party in the front, business in the back: a template for organisational success

Insights

2nd August 2017

Why the 'reverse mullet' business model can pay off when it comes to consistent guest experience.

Maintaining consistent guest experience in fast-expanding businesses

Insights

21st July 2017

In an expanding business, keeping your guest experience from slipping can be a challenge - we explore how to mitigate this risk.

Meeting the Brexit challenge in hospitality: an opportunity for guest experience

Insights

21st July 2017

What are the implications for staff retention and guest experience after Brexit?

Science of perfect timing

Insights

17th July 2017

It can be one of the trickiest aspects of hospitality - getting timings right is key.

Bill time: how to end on an up

Insights

8th June 2017

How to make the most of the opportunity for interaction during a bill payment.

All day service: effective team briefing

Insights

5th June 2017

An 'open-all-hours' approach to food service can make finding time for a team briefing a challenge.

Pace and family dining

Insights

31st May 2017

When it comes to families, an attentive and flexible approach from your front of house team is key.

Pitch perfect brand delivery

Insights

14th April 2017

A top-down approach is key to establishing strong brand values.

The fine art of saying 'no'

Insights

1st April 2017

Appearing reasonable, empathetic and confident during difficult situations can be tough.

The secret of happy staff

Insights

31st March 2017

Our unique insight into the techniques used by businesses to create a positive work culture.

Five steps to a great welcome

Insights

13th March 2017

Breaking down the challenging task of creating a great guest welcome.

Welcome clichés and how to avoid them

Insights

13th March 2017

Tips for modernising and personalising your welcome.

Respecting silence

Insights

1st March 2017

Managing Director Steven Pike on the importance of gauging guests' need for conversation.

The evolution of the welcome

Insights

27th February 2017

The welcome is a key aspect of the guest experience - but is the integration of technology a positive step?

Delivery: your brand in their hands

Insights

25th January 2017

How might third-party delivery affect your guest experience?