London Hotels Insight provides up-to-date, independent advice for your perfect stay in London. We research guest feedback, meet management and identify hotels at the top of their game.
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Malmaison Hotels
In an earlier article we compared how leading London hotels recruit talented staff. In this follow-up, we share research on how the same hospitality leaders go about training, motivating and retaining their best people. Here’s a review of findings from a set of personal interviews with hoteliers: Rocco Forte Collection (Brown’s in London). Sir Rocco [...]
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As one hotelier once put it to me, the hotel business is simply “people serving people”. So the quality and training of staff, particularly at the luxury end, is absolutely critical. Different hotels have subtly different recruitment philosophies. Why should you care about this when you choose a hotel? Because attentive and friendly staff are [...]
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I must admit I was a little sceptical when I first met the CEO of Malmaison Hotels (Robert Cook). This is despite it being one of Britain’s up and coming hotel groups renowned for modern décor and service with a smile. But after a couple of meetings, I was gradually won over by a certain [...]
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Even the best hotels mess up occasionally! What separates the elite hotels, the ones you come back to time and time again, is how well they respond after things go wrong. We conducted some in-depth research of London hotels and hotel brands to see which ones have the best process for complaints. In most of [...]
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