Articles
Browse our latest articles, insights, and resources.
-
How Independent Hotels Can Win Over Guests from Chains
How to Compete with Big Hotel Chains as a Small Property I’ve owned and operated independent hotels in BC for more than 17 years. I’ve watched the big brands roll into town with shiny lobbies, rewards programs, and marketing budgets that look like phone numbers. And yet, year after year, our small properties still win…
-
How Hotels Set Their Room Rates Every Day
How Hotels Set Their Room Rates Every Day(Podcast) After 17+ years running hotels here in British Columbia, I can tell you this: there is a logic to hotel pricing, even if it doesn’t always feel that way from the guest side. In this post, I’ll walk you through how and why your room rate changes,…
-
Understanding Hotel Overbooking: What Guests Need to Know
After 17 years running hotels in British Columbia, I can tell you this: overbooking is one of the least-loved tools in our toolkit, for us and for guests. But it exists for a reason. In this article, I want to explain why hotels overbook, what actually happens behind the scenes when we’re truly full, what…
-
What to Say at the Front Desk to Get a Better Room
What to Say at the Front Desk to Get a Better Room After 17+ years owning and operating hotels in British Columbia, I can tell you this: most guests have no idea how close they are to a better room. Sometimes it takes one good sentence. Sometimes it takes saying nothing at all. Let me…
-
Understanding Hotel Room Scents: What You Need to Know
Why Your Hotel Room Smells the Way It Does As an owner-operator, I’ve sniffed my way through thousands of rooms, from mountain lodges in ski season to city hotels in wildfire smoke. So let’s pull back the curtain on what your nose is actually noticing when you walk into your room. The Scent Cocktail: What…
-
How to Make Your Late Hotel Check-In Smooth for You and Staff
The author reflects on late hotel check-ins after 17 years in the business, emphasizing their complexity despite guest fears. Different types of late arrivals are described, along with the staff’s perspectives. Tips are provided for ensuring smoother late check-ins by communicating, respecting policies, and being considerate toward exhausted hotel staff.
-
Customer Service Scripts to Improve Hotel Check-Ins
The content emphasizes the importance of effective communication at hotel front desks, particularly within the first 20 seconds of guest interactions. It provides six practical scripts to enhance guest experience, including greetings, handling complaints, delivering bad news, upselling, managing late check-outs, and addressing booking errors. The goal is to ensure each interaction is positive and…
-
How Tour Directors Coordinate with Hotels and Cafes
Businesses in tourist-heavy areas like the Canadian Rockies can boost revenue by targeting tour bus markets. They should prioritize operational efficiency and develop strong relationships with tour directors by offering quick service, ample facilities, and pre-arranged meal options. Proactive outreach, professionalism, and understanding tour structures are essential for success.
-
Hotel manager’s guide-Burst Pipes and Water Leaks – Emengency
Water leaks in hospitality are critical emergencies requiring swift management to prevent extensive damage. Prompt action includes assessing the leak’s urgency, isolating affected areas, documenting damage, and communicating with tenants. Knowledge of the building’s plumbing layout aids in efficient response, minimizing risk and maintaining tenant relationships during such incidents.
-
Beyond the Rules: How to Build a “Context-Aware” Operational Manual for hotel
The article advocates for a “context-aware” operational manual in hospitality, emphasizing the shift from a static, rule-based culture to a dynamic, principle-based approach. By prioritizing understanding, empowering staff to make decisions, and creating feedback loops, hotels can enhance guest satisfaction, improve operational effectiveness, and foster staff development.