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

One person injured in Franklin County accident.

first_imgFRANKLIN COUNTY, Ind. — One person was injured after an ice cream truck was involved in a roll-over accident in Franklin County on Sunday.According to the Franklin County Sheriff’s Department, Gregory A Leppert, 64, of Hamilton, Ohio was attempting to stop for a customer on US 52 near Hydes Road, when the rear brakes of the truck locked up, which caused him to drive off the right side of the roadway.Both Leppert and a passenger, Mark Isaacs, 62, of Hamilton, Ohio, were pinned in the vehicle and had to be extricated.Isaacs received injuries in the crash and was airlifted to the University of Cincinnati Hospital.last_img read more

Franck Tabanou critical of Swansea after returning to St Etienne on loan

first_img Press Association “I had gone to Swansea to get to the next level, to get my foot in the Premier League and to then go higher,” Tabanou said. “Unfortunately, it didn’t happen the way I wanted. They did not give me my chance. I do not understand. “And I think, if I had stayed, my situation wouldn’t have changed. The club is in a terrible situation and despite that, they never let me play. “Tactically, they are not at the top. They have their players, they will fight until the last minute. This is not the way I play. “I might have been able to make more effort but I also expect an effort from them.” The French club on Thursday announced the 26-year-old full-back will rejoin them until the end of the season, just months after he signed for Swansea on a three-year deal for an undisclosed fee. The former France Under-21 international has made only three appearances – all in cup competitions – for the Barclays Premier League side and told French newspaper L’Equipe of his frustrations as he headed home. center_img Franck Tabanou has hit out at Swansea after leaving the club to return to St Etienne on loan. last_img read more

Eriksen’s agent ‘flying to Madrid this weekend’ to meet Real chiefs

first_imgmost read in footballTHROUGH ITRobbie Keane reveals Claudine’s father was ’50-50′ in coronavirus battleTOP SELLERGavin Whelan has gone from League of Ireland to David Beckham’s InstagramExclusiveRIYAD RAIDMan City’s Riyad Mahrez has three luxury watches stolen in £500,000 raidPicturedAN EYEFULMeet Playboy model and football agent Anamaria Prodan bidding to buy her own clubI SAW ROORodallega saw Rooney ‘drinking like madman’ & Gerrard ‘on bar dancing shirtless’NEXT STEPJonny Hayes set to move to English Championship having been let go by CelticREF RELEASEDChampions League ref Vincic released by cops after arrest in prostitution raidKEANE DEALEx Man United youth ace David Jones says Roy Keane negotiated a contract for himREF RAIDChampions League ref Vincic ‘arrested in raid into drugs and prostitution ring’STIR IT UPBohemians post cryptic response to FIFA promoting a jersey with Bob Marley on itBut they prioritised the pursuit of other targets instead, with Eden Hazard, Luka Jovic and Ferland Mendy coming in.Prem rivals Manchester United have also been linked as Ole Gunnar Solskjaer plots a squad overhaul.The Norwegian boss knows that he is likely to miss out on the playmaker if Real come calling unless they offer him huge wages.2 Eriksen was forced to deny rumours that Vertonghen had slept with his partnerCredit: Instagram @chriseriksen8Christian Eriksen blasts rumours Spurs team-mate Jan Vertonghen slept with his girlfriend and sparked dressing-room bust-up with Harry Kane CHRISTIAN ERIKSEN is a step closer to securing his dream move to Real Madrid with his representatives heading for talks this weekend, according to reports.The Tottenham playmaker has so far rejected all offers to extend his deal at the North London club to force through a move to Spain.2 Christian Eriksen is hoping to secure his dream move to SpainCredit: ReutersHis contract expires at the end of the season meaning Spurs will need to sell him in January or lose him for nothing.Tottenham’s worrying form that includes Tuesday’s embarrassing 7-2 defeat at home to Bayern Munich will do nothing to convince Eriksen that his future belongs at the club.There have also been rumours of unrest inside the dressing room after Eriksen was sensationally forced to deny that team-mate Jan Vertonghen slept with his partner.The defender was then spotted with a black eye which Eriksen DID give him… but in a training ground accident.Real Madrid are ready to take advantage and have been in close contact with his agent to put the feelers out over a new year switch.According to the Star, talks are set to progress this weekend when his agent jets to the capital to meet club representatives face-to-face.Real were heavily linked with a move in the summer transfer window.last_img read more

Atletico seek home comforts in new stadium debut

first_img0Shares0000Construction work will continue even after matches begin to be held at Atletico Madrid’s new Wanda Metropolitano Stadium in Madrid © AFP/File / GERARD JULIENMADRID, Spain, Sep 15 – Atletico Madrid begin a fresh era on Saturday when their new Sh38bn ($370m) home opens with the visit of Malaga to the Wanda Metropolitano.Diego Simeone’s side have been forced to play their first four games of the season away as the finishing touches were made to the 68,000-capacity venue, nearly 20 kilometres north-east from their old Vicente Calderon stadium. Work will continue outside the ground for much of the rest of the season with access roads still to be completed, forcing Atletico to launch a marketing campaign this week encouraging as many fans as possible to access the remote location close to the city’s airport by public transport.“The people at the club are worried that the atmosphere is good and that everything goes perfectly, but perfection doesn’t exist,” said Simeone, after showing his commitment to Atletico’s future by extending his contract to 2020.“It will take months for everything to take shape. When you build a house, there are problems with the bathroom, or the air conditioning, or the heating, you need a plumber or you have an argument with the architect.“In a stadium of this size, of course we’ll have those issues, but above all outside the ground.”Inside it is a different story with an immaculate pitch laid last week the final touch.The stands hug the touchline on all four sides of the ground, much to Simeone’s delight, despite the initial construction on the stadium being done with an eye to Madrid’s failed bid to host the 2020 Olympics.“The stadium, the stands, the seats, it is all marvellous,” added Simeone.“Imagining the Atletico fans here and knowing them well, this will be a pressure cooker because the fans are glued to the pitch.“It generates hope and enthusiasm and when there is hope and enthusiasm, good things always happen.”Atletico have held up well under the strain of playing away as they remain unbeaten this season and should have comfortably won a 0-0 draw at Roma in their Champions League opener on Wednesday but for a series of wasted opportunities.Antoine Griezmann returns from his two-game domestic suspension, whilst Atletico couldn’t have hoped for a more amenable guest as Malaga travel to the Spanish capital without a point from their opening three games and with coach Michel fighting for his job.– Real Ronaldo-less –Like Atletico, Real Madrid have taken just five points from their first three games, but in very different circumstances after disappointing home draws against Valencia and Levante.Coach Zinedine Zidane also has a lack of strikers to choose from for the trip to Real Sociedad — who top the table alongside Barcelona — on Sunday.Cristiano Ronaldo serves the final game of his five-match domestic ban, while Karim Benzema is out with a hamstring injury.Zidane lamented Real’s failure to replace the departed Alvaro Morata in the transfer market this week, particularly in the absence of Ronaldo, who showed what Real have been missing by scoring twice in a 3-0 win over APOEL Nicosia on Wednesday.“He is a key player for us, he is always scoring goals,” said Zidane.“We’ll be without him again on Sunday and I hope it is for the last game this season.”Elsewhere, Barcelona will be expected to keep their fine run of form rolling with a fifth consecutive win when the visit newly-promoted Getafe on Saturday.Fixtures (all times GMT)FridayEibar v Leganes (1900)SaturdayLevante v Valencia (1100), Getafe v Barcelona (1415), Real Betis v Deportivo la Coruna (1630), Atletico Madrid v Malaga (1845)SundayAlaves v Villarreal (1000), Girona v Sevilla (1415), Las Palmas v Athletic Bilbao (1630), Real Sociedad v Real Madrid (1845)MondayEspanyol v Celta Vigo (1900)0Shares0000(Visited 1 times, 1 visits today)last_img read more