While we cannot list all 100 tips here (you will need to find the PDF for the full list), we have categorized the most transformative advice into five core sections that appear in the original document.
Printing a PDF and handing it out rarely works. Venison knew this. Here is a 4-week implementation plan: 100 Tips for Hoteliers Peter Venison pdf
Week 1: The "Top 10" Select the 10 easiest tips (e.g., the Six-Foot Smile, the Notepad Trick). Put them on index cards at the front desk. Only focus on these. While we cannot list all 100 tips here
Week 2: Role-play Complaints Use Venison’s complaint tips during the morning briefing. Act out an angry guest. Reward the staff member who uses "You are right to be upset." Here is a 4-week implementation plan: Week 1:
Week 3: The Silent Observer Designate a "Venison Manager" for one day whose only job is to watch for the 100 tips. They give out small prizes (free lunch, late checkout) for staff caught following a tip.
Week 4: The Audit Create a scorecard based on 25 tips. Audit two guests per day. Post the results publicly.
Venison was a master of psychological judo.