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

Angels’ Griffin Canning shut down, but MRI shows only inflammation

first_img Angels offense breaks out to split doubleheader with Astros Jose Suarez’s rocky start sinks Angels in loss to Astros Canning was out for just under two weeks in early August. He returned and pitched twice, including an outing in which he gave up one run in seven innings on Sunday, before reporting more issues.Canning, 23, is 5-6 with a 4.58 ERA in 90-1/3 innings in his first season in the big leagues. A product of UCLA and Santa Margarita Catholic High, Canning came into the season as the Angels’ top pitching prospect.Canning’s scheduled start on Friday will be taken by Jose Suarez, who had just been optioned to the minors on Sunday. Suarez could return to the majors within 10 days because he’s replacing an injured player.UP NEXTAngels (LHP Jose Suarez, 2-4, 6.75 ERA) at Astros (RHP Zack Greinke, 13-4, 2.84), Friday, 5:10 p.m., Fox Sports West, 830 AMRelated Articles Angels’ poor pitching spoils an Albert Pujols milestone Angels’ Mike Trout working on his defense, thanks to Twitter center_img HOUSTON — Griffin Canning’s rookie season is over, although the Angels announced that an MRI exam on Thursday showed only inflammation in his elbow.The club announced that he would not pitch the rest of the season, allowing the inflammation to subside.Considering the Angels are out of the race for the postseason, it is no surprise they are taking a cautious approach with Canning, even absent evidence of any structural damage.Canning, the Angels’ top rookie pitcher, will be placed on the injured list for the second time in a month, both times because he felt mild discomfort and inflammation in his elbow after pitching. Angels’ Shohei Ohtani spending downtime working in outfield Newsroom GuidelinesNews TipsContact UsReport an Errorlast_img read more

Josh Hart, Moe Wagner, Svi Mykhailiuk pace Lakers in California Classic summer league opener

first_img🎥 Lakers rookie Svi Mykhailiuk talks about his summer league debut and adjustments to make moving forward. pic.twitter.com/uL86MWjkAy— Los Angeles Lakers (@Lakers) July 3, 2018 The Lakers face Miami on Tuesday at 6 p.m., take Wednesday off, then close the event with a game against Golden State on Thursday at noon.NOTEMalik Newman (sprained left foot) and Joel Berry II (right ankle sprain) sat out Monday’s game. PreviousLos Angeles Lakers guard Josh Hart, center, goes to the basket between Sacramento Kings’ Allerek Freeman, left, and Devin Williams, right, during the first half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Lakers rookie center Moritz Wagner, left, shoots against Sacramento Kings rookie forward Marvin Bagley III, right, during the second half of an NBA summer league basketball game Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Sacramento Kings guard Frank Mason III, right, is fouled by Los Angeles Lakers guard Xavier Rathan-Mayes during the second half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93.(AP Photo/Rich Pedroncelli) SoundThe gallery will resume insecondsLos Angeles Lakers guard Demarcus Holland, right, goes to the basket against Sacramento Kings forward Justin Jackson during the first half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. (AP Photo/Rich Pedroncelli)Sacramento Kings forward Marvin Bagley III, right, goes to the basket against Los Angeles Lakers guard Josh Hart during the second half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Sacramento Kings guard De’Aaron Fox, left, and Los Angeles Lakers forward Johnathan Williams scramble for the ball during the first half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. (AP Photo/Rich Pedroncelli)Sacramento Kings forward Devin Williams, right, battles for the rebound against Los Angeles Lakers’ Moritz Wagner, left, and Johnathan Williams during the second half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Los Angeles Lakers guard Jeffrey Carroll dunks on a breakaway against the Sacramento Kings during the first half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. (AP Photo/Rich Pedroncelli)Sacramento Kings guard De’Aaron Fox (5) goes to the basket against Los Angeles Lakers’ Demarcus Holland, left, and Johnathan Williams, center, during the second half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Sacramento Kings forward Harry Giles III, right, commits an offensive foul against Los Angeles Lakers forward Nick King during the second half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Marvin Bagley III, right, shoots over Los Angeles Lakers guard Josh Hart, left, during the second half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Los Angeles Lakers guard Josh Hart, center, goes to the basket between Sacramento Kings’ Allerek Freeman, left, and Devin Williams, right, during the first half of an NBA summer league basketball game, Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)Lakers rookie center Moritz Wagner, left, shoots against Sacramento Kings rookie forward Marvin Bagley III, right, during the second half of an NBA summer league basketball game Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)NextShow Caption1 of 11Lakers rookie center Moritz Wagner, left, shoots against Sacramento Kings rookie forward Marvin Bagley III, right, during the second half of an NBA summer league basketball game Monday, July 2, 2018, in Sacramento, Calif. The Kings won 98-93. (AP Photo/Rich Pedroncelli)ExpandSACRAMENTO — Josh Hart picked up where he left off in the regular season and rookies Moe Wagner and Svi Mykhailiuk turned some heads, but the Lakers started summer league play with a 98-93 loss to the Sacramento Kings on Monday night in the California Classic at the Golden 1 Center.Hart and Wagner led the Lakers with 23 points apiece, while Mykhailiuk added 15, going 6 for 10 from the field (3 for 6 from 3-point range). Wagner, a late first-round pick out of Michigan, added seven rebounds and went 6 for 17 from the floor (2 for 8 from 3-point range) but 9 for 10 from the free-throw line, drawing his share of fouls with strong head-fakes and fancy footwork on the block.“I thought he did a great job of knocking down shots, early in the game setting the tone defensively,” Lakers summer league coach Miles Simon said of Hart, who was 7 for 15 from the field (4 for 7 from 3-point range). “He was super aggressive on the offensive end, which we love, and he also, in doing that, found a balance not only just scoring but getting us in our offense as a point guard, which is not a natural position for him to be in.”Wagner’s second 3-pointer of the night followed consecutive 3-pointers by Mykhailiuk to pull the Lakers within two points with about a minute left. Kings rookie Marvin Bagley III, the No. 2 overall pick in last month’s draft, converted a three-point play at the other end, but Wagner answered with a long 2-point jumper. AD Quality Auto 360p 720p 1080p Top articles1/5READ MOREUCLA alum Kenny Clark signs four-year contract extension with PackersThe Kings made a free throw following Hart’s ejection (second technical foul), then added a Frank Mason 3-point basket with 22 seconds left to seal the victory.The California Classic is a four-day, four-team event in Sacramento before all 30 NBA teams convene in Las Vegas later this week for the traditional summer league. Hart, who had a strong finish to his rookie season, including a 30-point, five-rebound, five-assist effort in the season finale against the Clippers, is not expected to play in the Lakers’ two remaining California Classic games, and he might play in just one of the team’s five guaranteed games in Las Vegas.The game had its share of sloppy play on both sides, but Hart moved from shooting guard to point guard in the first quarter and promptly led a 9-3 run to turn a 15-15 tie into a 24-18 Lakers lead. Hart, who had five turnovers, scored all six points during a second-quarter run that gave the Lakers their largest lead of the night at 32-20. His buzzer-beating 3-pointer gave the Lakers a 54-48 lead at halftime.Xavier Rathan-Mayes was another bright spot for the Lakers, contributing a game-high 12 assists, along with six points and four rebounds with just one turnover in 29 minutes.Second-year point guard De’Aaron Fox led Sacramento with 23 points, eight rebounds and six assists (five turnovers), going 9 for 15 from the floor. Bagley finished with 18 points, six rebounds and three blocked shots – all on Wagner. Newsroom GuidelinesNews TipsContact UsReport an Errorlast_img read more