5 out of 5

Published: Tue, 07/02/13

Imagine you run a hotel. You work hard, you want to create the very best customer service and your guests are at the centre of everything you do.

And because of hotel review sites, led by Trip Advisor, your success (or lack of it) is completely transparent.

Now imagine the feeling when your hotel makes it into the Trip Advisor top ten. Not anywhere, but in London, one of the most competitive cities in the world for amazing hotels with over 1,000 listed.

That would be good - but this is brilliant.

Today, as I write this, Red Carnation Hotels hold all the top positions. Yes, from No.1 to No. 5 they all belong to the same group. The best of the best, not once but 5 out of 5!

So what do they do that other hotels don't?

Here are five observations I've made on what makes Red Carnation Hotels different.

1) Your stay starts well before you go and lasts for long after you've left. Before you go they want to know what will make your stay special so when you arrive, they're ready. And when you've checked out they'll remember you.

2) They love TNT's, that's the Tiny Noticeable Touches, which make your stay special and unique for you.

3) You'll want to spend time (and money) in the hotel. Often London Hotels are just a place to get some sleep. Red Carnation do all they can to create a home from home (sorry about the cliché but it's true) experience.

4) They have staff who are proud to serve. Service has become a dirty word in some hotels, replaced by; speed, discount or efficiency. Red Carnation find people who LOVE to serve people and their guests feel it.

5) They are constantly training their staff. Service training isn't a one off event, it's a daily part of every department's routine. Plus I'm very proud to say they invest in using a training provider who is very close to my heart - ME!

Congratulations to our brilliant friends at Red Carnation Hotels on your amazing achievement.

Be Brilliant!

Michael Heppell

PS If you'd like to talk to us about how we can help you to dominate the top five at what you do, give my team a call - they love people too! Please call 08456 733 336.