Ostrich effect – part II

This week at Millbrook Contract Beds, we've been thinking about the hazards of sticking our heads in the sand when it comes to disgruntled guests. In particular, those hazards can be manifested in stinging online reviews, some of which are plain unfair.   And, this is where the ostrich effect once again comes into play...

Ostrich effect, part I

No hotel can afford to keep its head in sand when it comes to disgruntled guests.   Gone are the days when a difficult guest leaves and staff breathe a sigh of relief that they didn't actually unleash hell at reception. Nowadays all that means is that they're about to unleash hell online, in social...

Heritage

This month, Raffles announced they will be opening a hotel in London’s Old War Office.   Formerly the office of Winston Churchill during the second world war, this famous landmark is set to become the latest unique hotel offering from luxury brand Raffles Hotels & Resorts. The building, which was also home to the British...

Boutique unique

This month The Telegraph unveiled it's list of the 50 best boutique hotels in Europe. Compiled by the Telegraph Travel experts, the article describes boutique hotels as 'the catwalk models of the accommodation world'. Read the article in full at The Telegraph now and pick your next holiday from their list of dazzlingly intriguing and...

First impressions

Nothing beats a positive first impression. Whatever your line of work, this mantra almost always applies, and it certainly applies in the hospitality industry.   In terms of physical space, a hotelier's best opportunity to make a first impression is in the hotel lobby. Your guests enter your hotel and they are naturally anxious to...

Old and new

We Brits can be a bit of an anomaly when it comes to our hotel habits and preferences.   We like contemporary notions and nods to modern styling in the decor, fixtures and fittings of our hotel rooms. But there are some traditional aspects and etiquettes that will never go out of fashion for us....

Be amazed

 Being amazed is nothing short of a modern day obsession.   Whether you want your Facebook page or Instagram account to be jam packed with 'amazing' photos that help identify your personal brand, whether you want your children's childhoods to be punctuated by 'amazing' experiences to inspire who they become or whether you're in search...

Your slice of the pie

Apple and blackberry pie? No. Banoffee pie? No.   Fruit and cream pies may be a regular feature of your hotel or guest house menu but, on this occasion, we're thinking of a much bigger pie.   Visit Britain is a hugely valuable resource for anyone working in the U.K. hospitality industry, particularly so in...

Clean sleep

Some hotels pride themselves on their housekeeping, boasting high standards of cleanliness and hygiene in their rooms and communal areas. Some don't, for which they are usually penalised for that inattention on TripAdvisor.   Cleanliness is a bigger theme than ever in 2017, but not for the reason you might think.   A progression from...
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