Entries by Jonathon

Effectively Managing the In-Room Minibar Experience

Ciao Jonathon, I’m a restaurant manager, but I was just curious about something else in hospitality: the minibar. Why are minibar prices always so crazy? Are they even necessary anymore? I’ve seen a lot of hotels offer grab ‘n go items in the lobby instead of in the hotel room. Is that a better option […]

Handling Influencer Requests for your Hotel or Restaurant

Ciao Jonathon, I’m a manager at a large city hotel in the United States. At least once a day we receive a request from a social media influencer (usually via Instagram) to stay at our property in exchange for a free room. It’s nearly impossible to stay on top of all of the requests. We […]

Your Guests Care About Your Sustainable Waste Management

Ciao Jonathon, I work in the housekeeping department of a hotel, and I’m shocked by how much waste gets thrown out every day: mini bottles of shampoo, conditioner, shower gel, lotion, soap. Also a few years ago our hotel added recycle bins in the guest rooms, but they don’t separate their trash a lot of […]

Rites of Passage: Responding to Negative Guest Reviews

Ciao Jonathon, Can you give me some pointers on responding to negative guest reviews? Best, Feeling Feisty – Ciao Feisty, Responding to negative guest reviews is a kind of ‘rite of passage’ for hotel and restaurant managers. Responding to negative reviews helps managers learn from service failures, show past and potential guests you care, and attempt […]

UPDATED Staff Performance is Measured by Appraisals not Guest Reviews

Ciao Jonathon, I’m a Guest Relations Director for a luxury hotel in a large city. This means my job is to arrange welcome/apology amenities, purchase gifts, arrange for extensive celebrity rider requests…anything it takes to make our guests happy. However, my company is highly financially-minded and most frequently measures department and manager success by the […]

Make Team Building a Priority to Improve Service and Staff Retention

Ciao Jonathon, I have a question about staff motivation. We run a small restaurant in the countryside using ingredients we cultivate on our farm. We’re only open during the summer, and we hire seasonal staff from nearby towns. We get good reviews for our menu, location, and commitment to the local communities but often receive […]

The Real Cost of Air Conditioning

Ciao Jonathon! There are millions of challenges when renting out self-catering holiday apartments, such as satisfying the guests’ expectations and hoping for a good review, even if things go wrong. Apart from the constant threats of bad reviews if their wishes are not fulfilled asap and to their fullest satisfaction, you also have to battle […]

Double Selling Guestrooms Leads to Ethical Dilemmas

Ciao Jonathon! I’m a front desk manager for a hotel in a major city in the US. When there are major sporting events at the nearby stadium, our hotel fills up months in advance. Our revenue management accounts for these weekends and imposes a 2 night minimum which is paid in advance and non-refundable. A […]