Guest Service / Customer Experience Mgmt
Roberta Nedry
  • Guest Service / Customer Experience Mgmt
  • Global Warming: A Weather Proof Strategy for Hospitality and Service Success
  • There’s nothing like warmth, when it comes to hospitality, that blanket of welcome that surrounds a guest or customer when caring and proactive efforts cause greater comfort to happen while making frigid moments forgotten. As guests contemplate their seasonal choices for leisure and business travel in the new year, global warming may be a genuine environmental concern but global warming takes on new meaning when through the eyes of hospitality and a meaningful service emphasis. In this case, warming the hearts of guests and customers is a weather proof strategy for all seasons in the arena of Guest Experience Management. Read on...

Chris Campbell
Judith Jackson
  • Guest Service / Customer Experience Mgmt
  • Extra Sensory Hospitality to Capture and Keep Your Guest
  • The race is on! How can you differentiate your hotel or resort from other attractive, well positioned and advertised properties? All you have to do is bet on the senses of sight, sound, smell, hearing, and touch to keep your property on the inside track. And if your guest offerings include a spa, that could be your sensory triple crown. Science has proven that the human limbic system, located deep in the middle brain, is the seat of memory, learning and emotion. Turn that on and your guest will never forget walking into your lobby and being seduced by the subtle fragrance of sandalwood. Let’s explore ways you can have your lobby, amenities, food and spa “kidnap” guests’ senses from the moment they step into your sensory haven…and, upon checkout, begin planning their return. Read on...

Bonnie Knutson
  • Guest Service / Customer Experience Mgmt
  • So, Just Who Leads Your Guest's Experience?
  • Today’s guests are more sophisticated, more experienced, and certainly more demanding than ever before. They expect the best overall experience, which is why the American Marketing Association revised its definition to: "Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large." While your promotional strategies make the brand promise, it is how you keep the promise – i.e. how you deliver – that matters most. With the proliferation of all things social media, how you deliver the experience is more important than ever before. No longer is it word-of-mouth, but it is now world-of-mouth. In this article, you will find out who should be the guest experience’s chief cheerleader in your hotel, and four critical metrics that you need to measure, monitor, and manage your hotel’s guest experience. Read on...

Benjamin Jost
  • Guest Service / Customer Experience Mgmt
  • Journeys That Shape Customer Experience
  • As a whole, the travel industry has been clawing its way forward to improve customer experiences. Many hotels have experimented with implementing various digital platforms and adding personalized factors to their communication systems to facilitate these improvements. Taking a step back, however, we need to first understand “customer experience” before we can address challenges therein. Throwing technology at the problem may seem like a simple solution, but instead, it’s only adding complexity and muddying the waters when it comes to creating clear, and obvious paths to improvement. Read on...

Pamela Barnhill
  • Guest Service / Customer Experience Mgmt
  • How CanTraditional Hotels Compete with Airbnb and Other Rivals?
  • The ability to provide a rich selection of goods and services for potential customers has aided the rapid growth of peer-to-peer platforms. Airbnb, one of the most successful of these, defines itself as “a social website that connects people who have space to share with those who are looking for a place to stay." Because of its rapid growth and popularity since Airbnb’s launch in 2008, hotel industry leaders worldwide have been attempting to answer the Airbnb challenge. Read on...

Judith Jackson
  • Guest Service / Customer Experience Mgmt
  • Hospitality to the Rescue
  • After the first stay, does your guest remember your property as “The Hotel Rescue”? Is your guest more refreshed when leaving than upon arrival? When you planned your guest facilities and services, were they designed to be genuinely unisex? Does everything in the room work – like thermostat, wall plugs and light bulbs? Is the clock set to the correct time? Is the television remote easily located? If the answer is yes, have you checked all of them lately? Read on...

Tema Frank
  • Guest Service / Customer Experience Mgmt
  • What Your Net Promoter Score Isn't Telling You
  • It’s easy to obsess about your Net Promoter Score (NPS). It’s simple to get and it’s a number your executives can grasp. But focusing too much on your NPS risks sending you off in the wrong directions. It can be misleading, and it doesn’t answer the all-important question of why people have given the score they have. Read on to find out the hidden downsides of the NPS, what it doesn’t tell you that you really need to know, how it can mislead you, and why sometimes it shouldn’t be your top customer experience improvement priority. Read on...

Benjamin Jost
  • Guest Service / Customer Experience Mgmt
  • Building a Culture of Feedback and Turning Reviews into Insights
  • Every hotel manager has a fear that wakes him or her up in the middle of the night in a cold sweat. It isn’t a standard fear that most people have; hotel leaders aren’t in the throes of the dream where they showed up to a presentation naked. This particular fear has to do with the ink that’s being spilled on the internet. It’s the fear of a negative review on a major review site or social network. To put context around the world we live in today, there are more than 3 million hotel reviews written each week. That’s 18,000 reviews per hour. Needless to say, not all of them will be from guests who loved every moment of their stay. Read on...

Steven Ferry
  • Guest Service / Customer Experience Mgmt
  • Emotional Engagement - A Mantra in Search of a Technology
  • Emotional engagement is one of those hot subjects that most have heard of but very few can actually define. What is it exactly? As with any subject, a keen observation of life in action followed by a logical analysis can shine light on the dark corners of our knowledge to bring clarity to our understanding, and, in order to be useful, a workable procedure for action that brings about desirable results. In the case of emotional engagement, it would be guests who are thrilled at the renewal or reinforcement of life and energy they experience when interacting with hotel staff. Of course, that would presuppose and require that the staff be passionate and full-of-life themselves, rather than uninspired and going through the motions. Read on...

Bonnie Knutson
  • Guest Service / Customer Experience Mgmt
  • Here Come the Kid$
  • YouGov research found that children are “active decision makers in family economies” across a lot of decisions – including travel. They also found that young children can hold as much persuasive power as teens. From a young age, children’s preferences influence where the family goes and where the family stays. The vast majority of parents give their children some say in deciding where they want to go on a trip, whether for a weekend getaway or a more traditional family vacation. Parents view kids’ input as a way to ensure that their children get more out of the family’s travel experiences. And, let’s face it, it is also a way to reduce the nagging quotient too. In this article, you’ll read about the money muscle of kids, how they influence family purchase decisions, and what your hotel can do to capitalize on this important market. Read on...

Michael Barbera
  • Guest Service / Customer Experience Mgmt
  • You Have Three to Five Seconds to Impress Your Guest
  • The attention span of a goldfish is eight seconds. The attention span of the average American is seven seconds. It’s not surprising that we are easily distracted. There is marketing content everywhere we look. Many businesses are competing with one another to gain the attention of the consumer in order to fight for their dollar. Furthermore, the same applies to the lodging industry. It doesn’t matter if you’re a luxury resort, four star hotel, motel or renter on AirBnB, you’re goal is to get the consumer to return; however, your consumers will make that decision within the first three to five seconds of walking through the front door. Read on...

Simon Hudson
  • Guest Service / Customer Experience Mgmt
  • Ritzy Riads Putting Morocco on the Map
  • I have just completed an incredible round-the-world voyage teaching on Semester at Sea, a floating university campus that visits around a dozen countries, giving students a comparative study-abroad experience that is truly global. One of the countries I visited was Morocco where, seeking to understand why the country is Africa’s most popular tourist destination, I interviewed two successful entrepreneurs – one French and one British – responsible for attracting tourists to this exotic destination. Both have opened up modernized riads in the beachy-chic resort of Essaouira, on the Atlantic Coast. The Moroccan Riad is a traditional house or palace with an interior garden or courtyard. Read on...

Mark  Heymann
  • Guest Service / Customer Experience Mgmt
  • Engaging Millennials with Accessibility and Consistency
  • The millennial generation is the most socially aware and feedback-driven yet. To attract and engage this cohort, hoteliers must rethink their success metrics, tying them to a higher level of social responsibility. They must be willing to share more information, more freely, with their workers than ever before. And, they must provide frequent feedback, inviting employees and guests to do the same. For managers who are accustomed to holding information close to the vest, this will require nothing less than a mindset change. Read on...

Janet  Gerhard
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JANUARY: Mobile Technology: A Permanent Sense of Immediacy

Michael P. O'Day

For many hotel guests, the most appealing hotels are the properties that offer instant connectivity with the bandwidth capable of supporting multiple devices. As our need for faster speeds and higher quality content continues to grow, hotel guests now expect uninterrupted service putting more pressure on hotel IT building designs. As more and more guests shift to the “always connected” mindset, hotels must be able to deploy technology solutions with minimum downtimes that can grow with the increasing dependence on mobility. Hoteliers must now meet today's guest technology expectations while preparing for tomorrow by installing an infrastructure in which the bandwidth and technology can be expanded as the need arises. Read on...

Terence Ronson

There’s only one way to view this – we live in a mobile world. Almost any consumer product or service developed today, is most likely created with a mind-set that one day it will somehow be used in a mobile manner. Consigned to oblivion are the days when we need to return to a desk to do email, go to a fixed line to make a phone call, plug into a network port for internet connectivity, have a hard-wired antenna to watch TV, or wear a wired headset to listen to music. Read on...

Scott Schaedle

It’s no secret that mobile technology has reshaped the consumer travel experience. Today’s traveler can check in and out of a hotel without ever speaking to a human being. That lack of human interaction and direct communication is both a good and bad thing for the hospitality technology industry. From booking a reservation to leaving a review, mobile use continues to rise in the hospitality technology sector, and is not slowing down any time soon. Today, nearly 60 percent of travelers book hotels using a mobile device while 81 percent of travelers find user reviews important when considering which hotel to book. Read on...

Court Williams

In some ways, running a successful hotel comes down to a proposition both simple and sometimes complex: delivering service that exceeds the expectations of your guests. You need to provide comfort and hospitality, but also something extra to set yourself apart from other properties. Without differentiating yourself in the market, you risk becoming just one of many hotel options, rather than the preferred choice for your market. One valuable way to set yourself apart from your competition is through embracing technological opportunities available to hotels. If you leverage mobile technology, a wealth of options are emerging that can deliver new conveniences and services that enhance the guest experience. Read on...

Coming Up In The February Online Hotel Business Review




Feature Focus
Social Media: Interacting with the Hotel Customer
Consider these astonishing numbers: 1.49 billion active monthly Facebook users. 1.1 billion active monthly YouTube users. 320 million active monthly Twitter users and nearly 400 million registered users on LinkedIn. 400 million active monthly Instagram users and 200 million active Google+ users. The power and reach of social media is an awesome force and it has transformed how hotels interact with their customers. In the past year, social media advertising spending increased 33.5% to nearly $24 billion dollars. Social networks are being utilized by hotels to reach more visitors, expand brand awareness, enhance brand reputation and to establish more direct and personal communication with their customers. Savvy hotel operators are adopting a comprehensive social media strategy, and there are several emerging trends to note. Video continues to be a powerful and influential element in social media marketing, with 70% of companies saying that it is their most effective marketing tool. Video generates a 62% higher engagement rate than photographs alone, and with new social sites like Meerkat and Periscope which offer live video streaming, those numbers will only increase. Sponsored content is another growing trend. Though advertorials have been around for decades, hotels are finding new ways to maximize the visibility of their content. Some are placing sponsored content on Facebook, or on influencer blogs. Another trend is the integration of a “Buy Now” button into social media websites. Customers will be able to make purchases without ever having to leave their favorite social sites. This development is a major convenience for customers and should also be an additional revenue source for hotels. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.