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Which London hotels best handle complaints?
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...
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Does Malmaison London live up to the hype?
The innocent-looking building hides a sexy beast of a hotel 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...
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How top London hotels recruit talented staff.
What sort of staff do you want serving you at your London hotel? As one hotelier once put it to me, the hotel business is simply “people serving people”. So the quality and training of staff,...
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How top London hotels train and retain staff.
There are big differences between various London hotels’ people management policies In an earlier article we compared how leading London hotels recruit talented staff. In this follow-up, we share...
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Can you handle The Stack at Malmaison?
The stylish Malmaison London in Clerkenwell is going big – in fact very big – and we don’t mean it’s expanding in room size. No, it’s all happening in the kitchen where they’ve jumped on the current...
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