Bruce Prins is a dynamic and creative individual with over 25 years’ experience, having worked within the telecommunications, retail, fashion, education, manufacturing, entertainment and hospitality industries. He obtained a MBA from Oxford Brookes University in 2004 and has additional certifications in occupational directed training and information technology. He is a member of the MENSA high-IQ society.
- Insights and Tips for Owning or Managing a Hotel: Hospitality
Available also on Amazon in Paperback: http://a.co/hiri1rK
Available also on Amazon as an eBook: http://a.co/4sIpkLQ
Simple tips and advice on how to manage your hotel better. This book lets you see the basics from what the hospitality industry is about up and until aspects that makes a hotel work. It has a lot of ideas on how to manage your staff better and improve their performance. It also contains specific things to consider when working on improving customer service, which always starts from within the hotel itself.
- Customers are not the enemy, they‘re simply opportunistic
Available also on Amazon in Paperback: http://a.co/1fuEHxT
Available also on Amazon as an eBook: http://a.co/d34slGD
There are countless publications on customer service and in most cases, it is to improve the revenues of a business or ensure customer retention. However, this book focuses on how to understand and manage a customer service culture within a business or organisation. It goes into what customers are; effective communication; applying emotional intelligence; the value and application of disciplinary action; what trust is; avoiding employee apathy; avoiding bad habits and; dealing with customer complaints. It is full of content, insights and recommendations that have proven to be practical and useful over the years.