Giovanna Grossi: The four most common mistakes hoteliers make

first_imgGood eye contact, a smile, engagement are very important. It is important to ask open-ended questions instead of closed-ended ones – “what was your journey like” is much more open than “was your journey pleasant”. Giovanna will present the four most common mistakes made by hoteliers. Second mistake: Treat all guests equally Source: Booking.com For many guests, especially due to the growth of online bookings in recent years, the first real interaction with the hotel will be when they arrive. The first 30 or 60 seconds are the most important – then they form their opinion about the hotel, and many hoteliers fail to take advantage of the opportunity. Mistake XNUMX: Insufficient investment in staff One way to motivate staff is to invest in them. If you invest in their development and let them know that they are valued, the staff will be satisfied. Hotel staff should be part of the collective. It is very important that different departments connect and communicate with each other. Hotels should provide new employees with insight into the activities and operations of all departments. Guests expect every employee to know what is going on at the hotel. You cannot consider guests numbers, but have to treat them as individuals – each guest has different needs. You have to understand them. Imagine that at one table in a hotel restaurant you have a group of business partners, and at the other a married couple celebrating their wedding anniversary. Those two tables certainly won’t want the same treatment. Business people generally like sleek service and don’t want to be bothered by frequent requests for satisfaction. It is more likely that a married couple will want more attention. Encourage your teams to find out as much as possible about the guests, but they must be careful not to be intrusive.center_img Hotel expert Giovanna Grossi has joined AA for the first time, a prestigious British brand that has been monitoring and recommending hotels for more than 110 years. Starting as an inspector, she progressed ten years into an inspection team leader, accumulating a wealth of experience. She is also part of the AA Awards jury and, in a new way, is a participant in Sauce Intelligence, a consulting company for hotels and restaurants. Cleanliness is always one of the most important things for guests. No one wants to stay in a dirty hotel. It is, however, a broader process than cleaning rooms. Guests do not want to see cigarette butts in front of the hotel or a pile of papers at reception. Equally, they don’t want to see leftover food at the table from previous guests or use a fork and knife that aren’t polished. Hotel maintenance also implies the responsibility of each employee to report problems related to the hotel. Mistake Three: Misunderstanding room maintenance First mistake: Scheduling a welcome It is important to develop team spirit. If your staff is fully trained to work and works well, they will feel good which will result in their confidence in providing services. And satisfied staff includes satisfied guests. It’s like when a friend visits you. You will not only open the door and greet him, but you will smile and engage around him. The same principle applies to hotels. These first moments should be warm and welcoming, whether you are staying in an international, branded five-star hotel or a less rural two- or three-star estate.last_img read more

Property firm boss to sell former family home

first_img29 Prenzler St will go to auction on November 27Place Estate Agents founder and CEO Damian Hackett has fond memories of exploring the bushland behind his former family home.Located at 29 Prenzler St in Upper Mount Gravatt, the house was built by his parents after the family moved down from North Queensland many years ago. Damian Hackett is CEO of Place. Pic Darren England.Property records show the Hackett’s sold the 1893sq m property back in 2000, and the current owners have undertaken extensive renovations of the original five bedroom residence.And while it has been a long time since Mr Hackett has walked its corridors, life has now gone full circle.The franchise that he launched in 2002 has now been tasked with selling it for the same owners who bought it off his own parents almost 20 years ago. The house built by Damian Hackett’s parents has been fully renovated“Our family moved down from North Queensland when I was four-years-old,” Mr Hackett said. “They bought the block of land in Upper Mount Gravatt where they built our family home.“A renowned architect at the time had designed the property.“We spent a lot of time as kids exploring the reserve as it backs onto bushland.“The home has undergone a massive renovation since we lived there. It is almost unrecognisable.” The property is being marketed by husband and wife duo, Simon Caulfield and Courtney Maguire, of Place Kangaroo Point. It sits on a large, elevated, double block close to the Griffith University campuses, hospitals, Westfield Garden City, and has direct access to the Toohey Forest Reserve.More from newsParks and wildlife the new lust-haves post coronavirus11 hours agoNoosa’s best beachfront penthouse is about to hit the market11 hours agoFeatures include a manicured flat lawn and established, landscaped gardens, a pool and a north-south facing tennis court. There is also a separate media or formal lounge room, five bedrooms, including the majestic master bedroom with its large walk-in robe and luxury ensuite, and a second master bedroom or guest suite. Inside, the house has been extensively renovated while retaining some of the home’s original features.It has soaring ceilings and double height voids, a statement kitchen with a marble island benchtop, designer appliances and an enormous butler’s pantry, several living and dining spaces, and a formal lounge room. The property will go under the hammer at 6pm on November 27.last_img read more

Heerema Marine Contractors Appoints New CEO

first_imgHeerema Marine Contractors has appointed Koos-Jan van Brouwershaven as chief executive officer, effective June 01, 2018. Furthermore, Wijnand Tutuarima will join the board of Heerema Marine Contractors as chief financial officer.Koos-Jan van Brouwershaven joins Heerema Marine Contractors (HMC) from sister company Heerema Fabrication Group (HFG) where he has worked as chief executive since 2013. He will remain CEO of HFG as well, the company informed.Van Brouwershaven started his career as a trainee at Heerema Offshore Services in 1986 and then joined Genius Offshore Services as a field engineer on a project in the Red Sea in Egypt.Koos-Jan van Brouwershaven holds a Bachelor in Civil Engineering of the Institute of Technology of Haarlem and Master of Business Administration of the Kingston University.Wijnand Tutuarima, who joins the board of HMC as chief financial officer, joined the company in 2013. Prior to this appointment he held the position of senior vice president Finance at HMC and was a member of the management team of the company.His career started in 1995 at the Global Shipping Group with Fortis MeesPierson where he was commercially responsible for the client portfolios in Central Europe and subsequently Asia, holding positions in Rotterdam and Singapore.Tutuarima holds a Master in Maritime Engineering of the Technical University of Delft and a Master of Business Administration of Nyenrode Business University.Pieter Heerema, chairman of the board of Heerema Marine Contractors said: “I am delighted to bring Koos-Jan van Brouwershaven and Wijnand Tutuarima to our board. I am confident they will help lead our business through the current, significant changes in the industry working together with our colleagues in the areas of heavy lift, decommissioning and renewables. Koos-Jan is a leader with a great entrepreneurial spirit and extensive knowledge of the offshore oil and gas industry. His appointment will bring new views and a new momentum to our team which will be crucial whilst pursuing new growth opportunities for our company. Wijnand’s deep knowledge of finance, banking and change management will be invaluable to our business development and strategic objectives.”last_img read more

Summit Racing Equipment awards total $14,000 for drivers in eight IMCA divisions

first_imgTALLMADGE, Ohio (Feb. 6) – Gift cards with a value totaling $14,000 go to drivers in eight IMCA divisions again this season, courtesy of Summit Racing Equipment.The Tallmadge, Ohio, high performance parts retailer gives $100 gift cards to top 10 finishers in each of the five IMCA Xtreme Motor Sports Modified regions, both IMCA Sunoco Stock Car regions and the two IMCA Sunoco Hobby Stock regions. Gift cards of the same value go to top 10 drivers in national standings for IMCA Late Models, IMCA Eagle Motorsports RaceSaver Sprint Cars, Karl Chevrolet Northern SportMods, Scoggin-Dickey Parts Center Southern SportMods and Mach-1 Sport Compacts. Gift cards will be presented during the national awards banquet in November or mailed from the IMCA home office beginning the following week. “Summit is always quick to renew their program and that sort of commitment to IMCA racing has been evident throughout their tenure as a marketing partner,” observed IMCA Marketing Director Kevin Yoder. “We’re honored to continue the relationship with Summit and encourage our racers to explore their extensive line of retail products.” Summit also returns to the national decal program for Modifieds this season, its sixth as an IMCA marketing partner. Drivers in the division must display two Summit decals on their race car and send a picture of their car proving decal placement to the IMCA home office by Aug. 1 to be eligible for regional point fund shares. Information about Summit products is available at the www.summitracing.com website or by calling 800 230-3030.last_img read more

NFF: Abba Kyari was a colossus

first_imgRelatedPosts Buhari to Okorocha @ 58: Your large heart will always stand you out Buhari to Kaduna indigenes: Without peace there can’t be development Buhari mourns Emir of Zazzau, Shehu Idris The Nigeria Football Federation has expressed profound shock and a sense of deep sorrow at the passage on Friday of Mallam Abba Kyari, the Chief of Staff to President Muhammadu Buhari. “Mallam Abba Kyari’s death is a big loss to the NFF, Nigerian Football family and the entire country as a whole,” NFF’s Director of Communications, Ademola Olajire, said in a statement on Sunday. “Nigeria’s football industry has lost a friend and a great man who showed tremendous interest in the progress of the country’s game. He was, indeed, a colossus.” Olajire said the NFF retains abiding fond memories of Kyari’s love and support for the various National Teams, accentuated by the passion, energy and resolve with which the Cambridge-educated lawyer and former banking titan attended to and presented to President Buhari matters concerning the teams. He said: “The NFF never had reason, even for one day, to doubt Mallam Kyari’s commitment to the development of Nigerian football and the National Teams. He had keen interest in the teams and treated matters concerning them and Nigerian football generally with his well-known empathy and utmost sense of duty. “In his interactions with the leadership of NFF and even the teams, Mallam Kyari was an embodiment of simplicity, humanity and integrity. His personal presence at the airport in Abuja to receive the victorious Super Falcons’ contingent to the Women Africa Cup of Nations competition in Ghana in December 2018 only underscored his passion and keen interest in matters of the National Teams and Nigeria football. “We loved him, but Almighty God loves him more. We can only pray that God grants his soul eternal rest and also grants his immediate family, President Buhari, top officials of Government, his friends and indeed the Nigerian Football family the fortitude to bear the big loss.”Tags: Abba KyariNFFNigeria Football FederationPresident Muhammadu Buharilast_img read more

Pelle strike seals Saints win

first_img Former Southampton boss Redknapp received the hate-filled welcome he anticipated, after quitting Saints for bitter rivals Portsmouth in 2005. The ex-Tottenham boss was subjected to vitriolic chanting from home supporters, but would have chuckled to himself when Austin stole the second half equaliser. The former bricklayer had a fine chance to double his tally, but headed wide, while Nico Kranjcar also hit the woodwork with a fine free-kick. The ex-Portsmouth midfielder fired a set-piece goal to steal QPR a point against Stoke last weekend, but was just unable to repeat the feat at St Mary’s. Pelle’s stunning volley won the day however, the £8million summer recruit notching his fifth Southampton goal. Southampton’s victory kept them second in the table, after Chelsea eased past Aston Villa at Stamford Bridge, to continue new boss Ronald Koeman’s fine Premier League start. Dusan Tadic spent the first half gamely battling to cajole Southampton’s staccato attack into something resembling fluency. Despite his best efforts however the hosts were unable to break the deadlock before the break, even with QPR remaining largely toothless up front. Morgan Schneiderlin squandered the chance of the half, screwing his low shot well wide after being sent clean through by Sadio Mane. Serbia striker Tadic wasted a gilt-edged chance himself, unable to connect cleanly enough in the box to provide the power to beat Rob Green. The relieved Rangers keeper tapped wide at full stretch when Tadic should have buried his point-blank effort. None of Saints’ big men were able to meet Tadic’s early whipped free-kick with any accuracy early on and that missed opportunity set a frustrating tone for the opening exchanges. Pelle fired wide of Green’s left post when he could have aimed across goal too, as Saints continued their wasteful half. Eduardo Vargas and Austin spent precious little time combining with their midfield to offer any tangible threat for Rangers, but Kranjcar and Leroy Fer had to shoulder their share of blame for not bridging the divide. Matt Phillips blasted high and wide after a botched clearance from Nathaniel Clyne, before Austin chipped wide in first-half stoppage time. Redknapp’s men were fortunate to turn around on level terms, desperately hoping to grow in stature with every chance Saints fluffed. Just when the visitors thought they could frustrate Southampton into a costly error though, Koeman’s men opened the scoring. Mane’s prescient back heel opened the QPR defence, Bertrand raced through the door and blasted the ball under Green to wrestle control for Saints in the 54th minute. Austin disabused any Saints notions of coasting to victory with a fine finish 12 minutes later, firing home on the spin after controlling Vargas’ cross. Rangers’ return to level terms was meant to stun Saints into a state of shock, but instead the hosts struck straight back. A peripheral figure for much of the afternoon, Pelle forced the tie to turn on his acrobatic finish. The Italian striker teed himself up before unleashing an unstoppable scissor-kick blast into the top corner to put Saints 2-1 to the good only two minutes after the visitors had levelled. Steven Davis rattled the woodwork from 20 yards as Saints pressed again, before Austin headed wide in another fine opportunity for QPR. Kranjcar hit the angle of post and bar for QPR as Redknapp’s men ground on in search of a second equaliser. Tadic struck a post as the match edged into stoppage time, but Saints eased to victory despite failing to add a third goal. On-loan defender Ryan Bertrand opened his Saints account to hand the hosts the lead before Charlie Austin blasted home on the turn. Italian striker Pelle trumped Austin’s smart finish with a true showman’s goal to secure Saints’ fourth win in six Premier League ties this term. Press Association Graziano Pelle’s acrobatic volley ensured an unhappy south coast return for Harry Redknapp as Southampton saw off QPR 2-1 at St Mary’s.last_img read more

Toure keen to help Man City become ‘bigger’ than United

first_img(REUTERS)Midfielder Yaya Toure is determined to realise his dream of helping Manchester City eclipse arch rivals Manchester United.The side have a long way to go to overhaul England’s most successful club but backed by the wealthy City Football Group, Toure felt huge strides had been made since he joined from Barcelona in 2010.“I have already won two Premier League titles and I want more than that, another new story,” Toure told British media.“What we are seeing is the Premier League is so tough, this year it’s going to be tougher than any other years. When I signed for City, I came to this club to make history.“I want this club to change, I want this club to be bigger than United. I know it’s going to be a lot of work, but that’s my dream.”City made a flying start under manager Pep Guardiola, winning their first 10 games, but have won just six of 17 matches since, a run which has left them third in the Premier League, seven points behind leaders Chelsea after 17 games.Toure, however, is certain Guardiola will not buckle under pressure to tweak the tactics that have served the manager well during trophy-laden spells at Barcelona and Bayern Munich.“You always have to do what you know. I don’t think he’s (Guardiola) going to change many things,” Toure said.“I think he’s seen how difficult this league is physically, but he’s a very intelligent guy, he understands football very well. He always has to win, to conquer a league, but he’s seen that in England it’s complicated.”City travel to face last-placed Hull City on Monday.last_img read more

Study: Too much info for students

first_imgA recent study conducted by Project Information Literacy, an ongoing research project based in the University of Washington, suggests that college students in the digital age are facing new problems conducting research.The study surveyed 8,353 students from 25 college campuses across the United States and found that in an era when vast amounts of information is easily accessible, students struggle sorting through everything and making sense of their research.According to the study, 84 percent of students said that the most difficult part of the research process was simply getting started. Sixty-six percent struggled defining a topic, and 61 percent said they frequently had difficulty filtering through irrelevant results once they began their research.Alison Head, who co-wrote the report along with Michael Eisenberg, said the study focused on revealing the truth behind the difficulties students face in conducting research.“Our research was different because we really wanted to find out from the students’ perspective what it’s like to be a student today and do research in a college setting,” Head said. “What we were trying to do is tell the students’ story, get away from standards and tell what it’s like to be a student today on a college campus.”When students have access to thousands of sources at their fingertips, the study suggested that this proliferation of information is precisely what causes problems for students. With so many sources available, simply navigating the information becomes overwhelming.Robert Labaree, the head of the Von Kleinsmid Center Library, agreed that research skills have changed dramatically with the growth of technologies such as the internet.“The original conceptualization of the digital divide was that you had people who didn’t have access to computers or the Internet,” Labaree said. “Nowadays, it’s more of a divide between those who are skilled in locating the right type of information and those who struggle to understand how to search it effectively.”According to the study, students often turn to online search engines such as Google to start their research, but Labaree and Head said that such techniques can often overwhelm students because of the amount of information that is returned by a search.“Search engines are the most difficult part of doing research,” said Matthew Redhead, a sophomore majoring in philosophy, politics and law. “It’s such a pain looking for information you need that is stuck in the [complicated] mess that is the Internet.”Resources are available through the university to assist students in conducting research. Labaree said some of the most helpful and underutilized resources for students are the librarians.“We’re here for the purpose of helping facilitate the research and the learning of students here on campus,” Labaree said. “We can make their lives so much easier if they just ask for help.”However, he acknowledged that libraries still have work to do in order to adapt to the changing information landscape and continue to help students.One suggestion Labaree made is that libraries need to extend their technological presence and take advantage of things such as smartphone applications, to be more accessible to students. Labaree said that there are still several basic fundamentals that libraries can improve upon in catering to students’ needs at USC but that some obstacles stand in the way.“The ratio of the number of library faculty here and the number of students at USC is not on par with similar research universities,” Labaree said. “The faculty that are here do a great job, but when you see peer institutions that have twice as many, you become concerned about who you’re not reaching.”Hugh McHarg, executive director of communications and public programming for USC libraries, said there is still progress being made by USC libraries despite some struggles faced by students and staff.“We’re trying to reverse the trend of students not going to librarians as a resource,” McHarg said. “In 2009, we re-established the reference desk in Doheny and staffed it with librarians. For the fall semester last year, the number of students going to ask for research help increased by 68 percent.”“Those numbers suggest that USC students are finding those resources,” he said.last_img read more

UW play-action bewilders NIU

first_imgJames White (center) attempts to slip by two NIU defenders Saturday, something he did often in gaining 126 total yards a score.[/media-credit]CHICAGO – Opposing defenses are going to have to learn not to turn their backs on Wisconsin’s passing game.Time and time again in Wisconsin’s (3-0) 49-7 win over Northern Illinois (1-2) Saturday, quarterback Russell Wilson feigned a handoff and connected downfield to an open teammate, taking advantage of the tendency of Northern Illinois’ safeties to fill the holes against Wisconsin’s well-known run game.Midway through Wisconsin’s second drive of the game, on a handoff to running back James White, wide receiver Jared Abbrederis was flagged for a block in the back when the Northern Illinois defender quickly turned his back on the wide receiver to cover the run.The play caught the eye of UW head coach Bret Bielema and his coaching staff, who then deduced that the play-action should leave targets open downfield.“That first penalty on Abby, the safeties were turning their shoulders right away to fill on the run game and we can’t put our hands on them – Abby did,” Bielema said. “But as soon as they do that, the counter-action to that is, they can’t see what our receivers are doing. Once they started doing that, that’s why I went to the play action.”Easily the best example of that strategy’s success came in the third quarter with the Badgers on the Huskies’ 9-yard line. Wilson faked the hand-off to running back Montee Ball, turned around and tossed a touchdown pass to Jacob Pedersen, who was standing upright and alone in the endzone.Nobody was within five yards of the redshirt sophomore by the time the ball landed in his hands.“That was nice,” Pedersen said. “We’ve been working on that all week. We saw teams bringing that safety down hard and everything and it popped and worked just the way we hoped it would.”Two of Wilson’s three touchdown passes stemmed from the play-action while several other chain-moving throws – including a 38-yard pass to Abbrederis and a 55-yard pass to Pedersen – did, as well.The long passes to Abbrederis and Pedersen were two other examples of the play-action’s effectiveness, as both plays saw the two Badgers slip by all three levels of NIU’s defense before making the grab.In completing 23-of-32 passes for 347 yards (and one interception) Wilson was able to hit seven targets – four of which gained at least 50 yards receiving.Abbrederis led the team in that category, with six catches for 83 yards, while Nick Toon scored two touchdowns on top of his five catches for 75 yards.Pedersen and fullback Bradie Ewing, meanwhile, combined for 115 yards on six receptions.“It’s a positive thing for our football team, that a lot of guys can make a lot of great plays,” Wilson said. “Just giving the ball to the right guy, that’s my job, to just facilitate the ball to the right guy at the right time and make plays when I need to. So that’s a positive thing and we’re doing a great job of doing that right now.”Wilson also combined the play-action with rolling out of the pocket – sometimes appearing by design and other times as improvisation.With Northern Illinois determined to stop Wisconsin’s running backs, Wilson’s ability to expand the game outside of the pocket – to throw or tuck and run – went a long way in helping UW gain a season-best 621 yards of total offense.Wilson gained an additional 37 yards on the ground on five attempts and avoided getting sacked on the day, leading his head coach to come away from Saturday’s win with the highest of praise.“Russell Wilson, he’s a guy that he knows the plan, he knows how to stick to it, but he can adapt very well,” Bielema said. “Very creative. Some of those plays that he got us out of with his feet were extraordinary.“He’s playing at a high, high level, if there’s somebody that’s better out there right now I’d like to see him compete.”last_img read more

Anthony Davis: Celtics, Lakers, Knicks are on his list … along with 26 other teams

first_img Anthony Davis situation a ‘dumpster fire’ for Pelicans, says Alvin Gentry Without actually naming the organizations, Davis confirmed the three as potential destinations during Media Day for the NBA All-Star Game in Charlotte, North Carolina.At first, he dispelled talks about the Celtics. Davis said multiple times, “They were never not on my list,” erasing the perception he wasn’t interested in Boston. Related News Anthony Davis was asked about the perception the Celtics were not a preferred destination. He then repeated several times: “They were never not on my list.”— Tim Bontemps (@TimBontemps) February 16, 2019This, however, didn’t stop questions about the Celtics, prompting Davis to finally proclaim: “They are on my list.”Anthony Davis is asked about the Boston Celtics not being on his list. “They are on my list.”— Tim Bontemps (@TimBontemps) February 16, 2019His response for the Knicks and Lakers? “Whatever list that came out. That’s between my agent and the Pelicans. It’s true.”As the questions continued, we soon learned that the Celtics, Lakers and Knicks are not alone on that “list.””All 29 teams are on that list,” Davis said.Davis is under contract with the Pelicans through next season, but before the NBA trade deadline, he asked to be traded, touching off a firestorm and flurry of activity. NBA trade rumors: Celtics F Jayson Tatum ‘wouldn’t mind’ being sent to Pelicans in Anthony Davis dealcenter_img Pelicans All-Star Anthony Davis confirmed the Celtics, Lakers and Knicks as teams he is interested in playing.But as fans of those teams learned a little bit later, those three teams have company — sort of. “I don’t have a preferred destination,” he said. “I just want to win.”And to put a cap on this line of questions — at least until the next time — Davis said, “I never gave a destination.”Pump the breaks, everyone (especially those in Boston)Anthony Davis says all other 29 teams are on his list and he doesn’t have a preferred destinationHe just wants to win pic.twitter.com/Ech6uDTRI0— Def Pen Hoops (@DefPenHoops) February 16, 2019last_img read more