Guest Service / Customer Experience Mgmt
Nancy Wiesenfeld
  • Guest Service / Customer Experience Mgmt
  • Staying Relevant with the Consumer is the Holy Grail of Personalization
  • The hospitality industry is in a constant state of evolution. As new players enter the landscape, from properties to boutique hotels to online peer-to-peer marketplaces, hospitality brands continuously look for creative ways to win guests by competing on price, amenities, loyalty program benefits and other perks. With so many options to consider, it is becoming increasingly important to stay relevant with the consumer at each point of their brand journey in order to promote conversion and foster loyalty. The latest platform for differentiation is in delivering the best customer experience. Read on...

Alexander Shashou
  • Guest Service / Customer Experience Mgmt
  • The Hotel Concierge: Owning the Guest Experience Through Technology
  • Many concierges we speak with today fear technology is putting them out of a job. The reality is the right technology will actually safeguard their profession and place them at the center of the guest experience, because guests want and will always want convenient, personalized service. The reason the concierge role is undervalued today is because of the gap in technology between what consumers have on their phones and what concierges use at their desks. The right technology, in contrast, lets concierges provide guests with mobile first communication, personalized, curated hospitality and flawless guest itinerary orchestration. Read on...

Melissa Fruend
  • Guest Service / Customer Experience Mgmt
  • Making the Most of Technology and Delivering Experiences
  • Technological innovation is transforming business and our lives. And the travel and hospitality industry is on the front lines, looking for ways to deliver meaningful experiences to guests even as their interactions with staff continue to diminish. According to LoyaltyOne Consulting Partner Melissa Fruend, the key to long-term success for hoteliers is personalization – understanding what make great customer experiences, while leveraging new technologies to adapt services and interactions to guests' changing needs and expectations. In this thought-provoking piece, Melissa explores how some of the world's leading hospitality brands are making the most of technology to drive enduring loyalty and profitability. Read on...

Simon Hudson
  • Guest Service / Customer Experience Mgmt
  • Hotels Getting Social to Compete With the Sharing Economy
  • The sharing economy is having a disruptive influence on the lodging sector, with evidence that Airbnb’s entry into some markets has had a quantifiable negative impact on local hotel revenues. Can hotels compete with this new phenomenon without compromising on price? I believe they can. Recent research suggests that the sharing economy appeals to consumers not just because of price, flexibility, and ease of use. Consumers are also attracted by social benefits; guests of Airbnb for example, enjoy interacting with their hosts in an ‘authentic’ setting, and even gain local connections with the host’s help. Read on...

Benjamin Jost
Yvonne Tocguigny
  • Guest Service / Customer Experience Mgmt
  • Bridging the Branding Gap: From Millennials to Boomers
  • Is it possible for your hotel to attract millennials and boomers? Yes. It's a solid strategy. But building a brand, and generating the optimal messages for each group requires nuanced understanding of what each generation cares about and how they make decisions. The writing-duo of Yvonne Tocquigny, and her daughter, Laurel, tell hotel executives what they need to know to bridge the branding gap between generational age groups. Is it possible to build a hotel brand with appeal to both the millennial and the boomer generations? Where are the commonalities and the differences when it comes to brand loyalty in hotels? Theoretically, if you know where the points of intersection and differences lie, you can broaden the relevance of your brand and capture more market share. Read on...

Bonnie Knutson
  • Guest Service / Customer Experience Mgmt
  • What if Your Guest Had $86,400 Every Day to Spend at Your Hotel?
  • Unlike money, time isn’t fungible; no matter how long or hard we try, we can’t make any more of it. So while we might be able to reallocate our time, we can never increase our supply. That is why time is becoming such a luxury; why we value it so much. In fact, it may be the ultimate luxury. But while it may be a luxury for every one of your guests, different generations view it differently. It is a major differentiator. In this article, you’ll see how the three major consuming generations – Baby Boomers, GenXers, and Millennials – view time in their own way. Read on...

DJ  Vallauri
  • Guest Service / Customer Experience Mgmt
  • Customer Service is the 'New Marketing'
  • As hoteliers, how do we define “customer service” and how does it play into our daily hotel operations? The answer leads us to wonder if customer service can be considered as a competitive advantage for hotel operators. In this article, I share my thoughts on how hospitality customer service can be leveraged to drive new and repeat business into a hotel. When you think customer service in hospitality one brand comes to mind that epitomizes the meaning of great customer service, The Ritz-Carlton Hotel Company. They have successfully used customer service as a marketing differentiator within the hospitality luxury market place. Read on...

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...

APRIL: Guest Service: The Personalized Experience

Scott Hale

Home sweet home. Your dog recognizes the sound of your car pulling in the drive and waits anxiously for you at the front door. Your thermostat knows the temperature that you expect the kitchen to be as you prepare dinner. Your stereo knows what playlist works best with tonight’s recipe. Your television has your preferred programming all cued up when you’re done with your meal. The list goes on. Home sweet home. What if you could make your guests’ next experience at your hotel just like home – but better? You can. Read on...

Tom O'Rourke

Mobile devices are not only important when planning trips, they are indispensable to guests when they are on the actual trip. According to the Expedia and Egencia Mobile Index published last year, travelers rank their smartphones as their top priority when on the go. Mobile devices are so important that survey respondents ranked them higher than a toothbrush or a driver’s license. The mobile experience extends beyond the point of booking the room—it’s now an integral part of the journey. Read on...

Adele Gutman

Before the first shovel was in the ground, we knew Aria Hotel Budapest would be an extraordinary hotel. For the Library Hotel Collection and our founder, Henry Kallan, creating a hotel that is beyond ordinary is everything. We think about each detail of the design and experience to create wow factors for our guests. These elements generate rave reviews, and rave reviews are the cornerstone of our marketing program. This is how we became the #1 Hotel in the World in the TripAdvisor Travelers’ Choice Awards. Read on...

Megan Wenzl

A personalized guest experience is important in today’s hospitality industry. Guests can voice their opinion about a hotel in seconds because of the Internet, and their feedback is contained in sources like social media sites and online reviews. Potential guests read this information when they are looking for where to stay on their next summer vacation. Guests will post online reviews about their experiences. According to research by ReviewTrackers, 45 percent of hotel guests are likely to leave to a review after a negative experience, while 37.6 percent of hotel guests are likely to leave a review after a positive experience Read on...

Coming Up In The May Online Hotel Business Review




Feature Focus
Eco-Friendly Practices: The Value of Sustainability
The hotel industry continues to make remarkable progress in implementing sustainability policies and procedures in their properties throughout the world. As a result, they continue to reap the benefits of increased profitability, enhanced guest experiences, and improved community relations. In addition, as industry standards are codified and adopted worldwide, hotels can now compare how their operations measure up against their competitors in terms of sustainable practices and accomplishments. This capacity to publicly compare and contrast is spurring competition and driving innovation as hotels do not wish to be left behind in this area. Water management and conservation is still a primary issue as population growth, urbanization, pollution and wasteful consumption patterns place increasing demands on freshwater supply. Water recycling; installing low-flow fixtures; using digital sensors to control water usage; and even harvesting rainwater are just a few things that some hotels are doing to preserve this precious resource. Waste management is another major concern. Through policies of reduce, reuse and recycle, some hotels are implementing “zero-waste” programs with the goal of substantially reducing their landfill waste which produces carbon dioxide and methane gases. Other hotels have established comprehensive training programs that reinforce the value of sustainability. There is employee engagement through posters and quizzes, and even contests are held to increase innovation, sensitivity and environmental awareness. Some hotels are also monitoring a guest’s energy usage and rewarding those who consumed less energy with gifts and incentives. The May issue of the Hotel Business Review will document how some hotels are integrating eco-friendly practices into their operations and how they and the environment are benefiting from them.