How to hire the right receptionist?

Selecting the receptionist is probably one of the most crucial because they create the first impression to the clients. So it is important to choose the right receptionist for your company’s image. Then this might be just the image you are looking for: business ambassadors (business’s image); personality counts (help customer). By hiring the right receptionist, you are on your way to having a successful, smooth running company. How to hire the...

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How is emotional intelligence (EI) important in workplace?

What is Emotional Intelligence? Emotional intelligence (EI) is the ability to perceive, control, and evaluate emotions. Emotional intelligence can absolutely be learned and strengthened in daily habit. How is emotional intelligence important in workplace? If a business (organization) wants to lift itself from averagely successful to excellent, there is only one area they needs to address : emotional intelligence. Emotional intelligence...

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6 unforgettable stories in customer services

Customer service is the great cornerstone of all successful businesses. There are many amazing stories of the top brands, as well as the warm services that they provide to consumers. Today, we will review six of the most unforgettable stories relating to customer service: Sainsbury’s took advice from a 3 year old When Lily Robinson, a 3 and a half years old girl wrote a letter to Sainsbury’s (albeit with a little help from her parents), she didn’t...

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How to Build Customer Loyalty

Are you committee do building customer loyalty? You should be. Most companies can increase revenues 50% by increasing customer loyalty by only 5% That’s great, but how do I do it? Here are 4 Steps to build customer loyalty: Step 1: Build Employee Loyalty It's easy to understand that if you don't take care of your employees, they won’t take care of your customers. To develop your brand, the first is developing your staffs loyalty. Step 2:...

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Customer Satisfaction vs Customer Loyalty - What's the difference?

In customer services, you’ll likely hear people talk about “customer satisfaction”, and sometimes you’ll hear about “customer loyalty”. It’s important to recognize that they are two sides of the same coin. To be clear that: “Satisfaction” is an attitude — it’s how I feel, and as such it’s distinctly subjective. I have an attitude that I’m satisfied, or I have a perception of myself as being satisfied. In contrast, “loyalty” describes behavior....

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How to become a good listener? (Part 2)

Last some days, I said about some tips to become a good listener? Now we will come to other tips to improve your listen skill. See more: How to become a good listener? (Part 1) 5. Wait and Watch for Non-Verbal Communication Gestures, facial expressions, and eye-movements are all important. In fact, we don’t just listen with our ears but also with our eyes so to become a good listener, you should watch and pick up the additional information being...

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How to become a good listener? (Part 1)

It's difficult to become an effective speaker but to become good listener is not easy. A good listener will listen not only to what is being said, but also to what is left unsaid or only partially said. Effective listening involves observing body language and noticing inconsistencies between verbal and non-verbal messages. For example, if someone tells you that they are happy with their life but through gritted teeth or with tears filling their...

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How to use humor on the job? (Part 2)

Last days, we knew some tips to use humor on job. Now we will learn more techniques to get success at work. 6. Observe the rule of threes Have you ever noticed how many jokes involve a minister, a priest, and a rabbi? Or a member of ethnic groups 1, 2, and 3? An old saying tells us that "A cord of three strands is not easily broken." Triangular structures are among the strongest ones possible. The number three represents symmetry and completeness....

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How to use humor on the job? (Part 1)

Do you want to distinguish yourself in the workplace and be able to function more effectively there? Consider using humor. Whether you use it during a presentation, on the telephone, or in personal interactions, humor can break the ice and set the tone for your audience. Below are a few tips on effectively using humor at work. For more information, I recommend the book A Funny Thing Happened on the Way to the Boardroom, by Michael Iapoce. 1....

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Which good books for hospitality managers?

#1. Service Operations Management (4th Edition) Robert Johnston, Graham Clark, Michael Shulver Apr 2012, Paperback, 488 pages Description: This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling...

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Advantages of Laughter

Advantages of laughter #1. Laughter is the Best Medicine.  It’s a cliché because it’s true. A good laugh reduces blood pressure, increases our heart rate, massages our internal organs and reduces serum cortical (a hormone released in response to stress). People who have a positive, healthy sense of humor may, according to some researchers, get sick less often and recover more quickly from illnesses. So if you want to live a healthier life,...

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How to communicate effectively?

Do not say the first thing that comes into your head but instead take a moment and pay close attention to what you say and how you say it. Focus on the meaning of what you want to communicate. Aim to increase understanding by considering how your message might be received by the other person.  By communicating clearly, you can help avoid misunderstandings and potential conflict with others.  By speaking eloquently you will come across...

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Hospitality Industry Trends in 2015 (part 2)

Last time, we talked about 4 hospitality industry trends in 2015. Now we will discuss more factors affect success of  hospitality business in 2015. See more: Hospitality Industry Trends in 2015 (Part 1) 5. The sharing economy It's not in hospitality industry, any industry to be success, the firm have to share economy. No one can be top of the world just alone. 6. Political uncertainty Absolutely, no one want to relax in a political...

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Hospitality Industry Trends in 2015 (part 1)

v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Hospitality is an active industry, it changes day by day. If the manager do not update the latest trend, they will be push out of the race. Below there are some 4 hospitality industry trends in 2015, hospitality managers should pay more attention. See more: Hospitality Industry Trends in 2015 (Part...

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