S5E2: Complaints and Karens with Andy Banner-Price

Torbay Hospitality Podcast

In this week's episode, we kick off our series of best practice advice with Andy Banner-Price, owner of The 25 Boutique B & B and hospitality and customer experience consultancy, Neon Duck. Andy dives into customer experience, improving reviews, acting on feedback, and handling complaints. This episode focuses on addressing complaints and nipping them in the bud.

New Format & Focus This season, we're launching video podcasting, and focusing on innovation, trends, and events.

Upcoming Events

• Electric Bay Festival this weekend. Drum n Bass enthusiasts, get ready!
• World Rum Day on the 13th at Shoreline, featuring Mermaid Spiced Rum.
• Balearic Beats at the Mercure every Friday night in July, with DJ Luna V on the Latitude 50 Terrace overlooking Paignton Green.
• Riviera Connect EXPO for tourism, hospitality, and business sectors. Register for free at riviera-connect.co.uk.
• Viva's ERAS Tour Bottomless Brunch for Taylor Swift fans on 3rd August, from 2-4 PM, £35PP.

Trendwatch

Hiring DJs Over Live Bands

• Atmosphere Creation: DJs have a knack for selecting songs that resonate with your desired ambiance.
• Seamless Transitions: Continuous playing keeps guests engaged and the dance floor packed.
• Social Media Buzz: Great evenings lead to social media shares and tags, boosting visibility.

Extending Business Hours

• Guardhouse Cafe in Brixham is open until 5 PM every day this summer.
• Lighthouse Cafe Bar in Torquay Harbour is open 9 AM-9 PM on weekends.

Kelly’s Question Corner Top 3 Skills for Front of House Staff

1. Excellent Communication:

• Essential for clear, effective interaction with guests.

2. Strong Interpersonal Skills:

• Creates a welcoming, pleasant atmosphere.

3. Problem-Solving Abilities:

• Essential for handling unexpected situations efficiently.

Andy Banner-Price, Owner of award-winning The 25 Boutique B & B and Founder of Neon Duck Consultancy, shares his insights on dealing with anticipating and dealing with complaints and entitlement.

Listen to Andy share his incredible journey in hospitality in our 2023 special episode.

If you have any questions for our experts—Sean White from Soak, Rob Holmes from Allsop & Pitts, Kelly Widley, or Andy Banner-Price—drop us a line!

Stay tuned for more expert advice and industry insights in our upcoming episodes. Don't forget to engage with us on social media and share your stories!

Listen and Learn from the best in the hospitality industry, and let's make Torbay a top destination for excellent customer experiences.

Listen to the podcast featuring John Ross and his incredible JR Shout Out community here.