Christine Trippi, Hospitality Consultant and Author of “Yes Is the Answer”, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the “art of saying yes” and importance of taking the time to build relationships and keep the conversation positive when addressing guest complaints.

Given the large percentage of new hires in the hotel industry who have no previous hospitality experience, Trippi believes that it is now more important than ever to invest in training that infuses staff with the confidence to employ creative problem-resolution skills which result in higher guest satisfaction levels and increased brand recommendations.