Guest Service / Customer Experience Mgmt
Alexandra Sewell
  • Guest Service / Customer Experience Mgmt
  • High-Tech Meets High-Touch
  • A smiling face behind the check-in desk. Prompt and unobtrusive room service. Eager hands to help with luggage. A friendly greeting. “It’s my pleasure.” “You are quite welcome.” “Please, let me help.” These are just a few of the personal touches that define exceptional guest service. Human interactions are indeed the cornerstone of the guest service mission at most hotels. Get those human interactions right, and you have a satisfied and loyal guest who is likely to sing your praises to others. Get those human interactions wrong, and they can damage your reputation and your business. It’s often the negative voices that ring the loudest and get the most attention. Read on...

Kimberly Abel-Lanier
  • Guest Service / Customer Experience Mgmt
  • Meaningful Work: The Act of Service
  • The American workforce is changing. By 2020, Millennials are predicted to represent 50 percent of the working population. In terms of attracting, retaining and motivating the best and the brightest in this group -- it's simply going to take more than a paycheck, good benefits and a ping pong table. This group (and the upcoming Baby Z's) has lofty goals...they want to impact the world and connect to a higher purpose. This means there are higher expectations for meaningful work coming to the mainstream employer. Read on...

Dennis  Armbruster
  • Guest Service / Customer Experience Mgmt
  • Taking Customer Experience to the Next Level
  • The hotel industry recently experienced some good news with the announcement that overall guest service satisfaction was significantly up in 2015, according to a survey by J.D. Power & Associates. In addition, the number of guests reporting problems declined to its lowest level in almost a decade. Professionals in the hospitality business should be pleased with these indicators – but not too pleased. Hotel operators need to think bigger than mere customer satisfaction, fearlessly applying innovations beyond their niche' Read on...

Kevin Robinson
  • Guest Service / Customer Experience Mgmt
  • Staying the Course of Service
  • Maybe you’ve been there…you look at the clock and the minutes slowly tick by. You’ve fallen into a rut. Often associates feel the same way. It’s vital that managers engage teams to sustain their motivation and passion, both in their day-to-day roles as well as in the service they deliver to guests and customers. According to Gallup's State of the Global Workplace report, a mere 13 percent of employees worldwide are engaged at work, a sobering figure. With engagement at an all-time low, it’s important to motivate your workforce and the impact that it has on engagement. Read on...

Peter McAlpine
  • Guest Service / Customer Experience Mgmt
  • Using Energy to Create Authentic Hospitality and a Smile From the Heart
  • The pervasive hotel industry concept of SOP-Customer Satisfaction does not create authentic hospitality. It creates a largely mechanical and emotionless, but efficient guest experience, which not only makes it difficult for staff to be their true self, but it also does not meet the emotional, spiritual, energetic, and healing needs of human beings. The concept’s inability to meet those needs is its Achilles Heel. Authentic hospitality is provided when the guest experience is rooted in and exudes the essence of hospitality, namely, loving kindness, compassion, and heart-warming care. Read on...

Lester Scott
  • Guest Service / Customer Experience Mgmt
  • Maintaining the Human Touch in Hospitality
  • The hotel industry doesn’t fall far behind in keeping up with the technological advances.. It wouldn’t be favorable for any hotel within a contemporary city to not provide all of the conveniences today’s traveler is accustomed to. Anticipating the needs of discerning guests should be one of the core principles of a successful hotel operator – and this does not exclude technological needs. Keeping up with this evolution of data and capture is not the hard part; the challenge lies in the ability to maintain the most basic standards of what it means to be a hospitality professional. Read on...

Holly Zoba
Edward Reagoso
  • Guest Service / Customer Experience Mgmt
  • Guest Service: Real Issues Demand Real Plans
  • Oh, so you fear terrible reviews by some of your guests, you have had dining guests complain their meal was less than stellar, your market share is below what’s acceptable, and you have some staffing problems to boot? Throwing money at issues like these won’t often result in the fix and if it does it certainly won’t be permanent. Real issues demand real plans and a strategic smile - yes, a smile. A smile can do miracles and affect everyone around you in a very positive way. Read on...

Sapna Mehta  Mangal
  • Guest Service / Customer Experience Mgmt
  • Overhauling an Organization's Interruption Culture
  • The interruption cultural norm makes its way to the workplace and causes a string of adverse issues. It can have a mammoth consequence on the hospitality industry where the human element is status quo and interruptions unavoidable. With the ubiquitous presence of technology, non-job related interruptions have been rampant. On the job task interruptions from within, like wavering of a thought or a preoccupied mind cannot be dismissed either. Bottom line – if one is allowing the undesirable interruption culture to seep through the organization there is an undesirable impact to one’s profits. So why permit such ethos to churn within the enterprise? Read on...

Steve Curtin
  • Guest Service / Customer Experience Mgmt
  • Customer Service as a Contact Sport
  • Twenty years ago, I read a story in a book by Peter Glen titled the story made such an impression on me in 1996 that I can still recall it vividly today: A customer became frustrated when he was unable to locate a salesperson at a hardware store and decided to resolve the situation by, at the top of his lungs, yelling a single word – “HELP!” – just once. Suddenly people appeared from remote corners of the store: salespeople, managers, maintenance workers, and even customers responded. Glen’s story exposes the frustration that we, feel whenever we can’t locate an employee to assist us. Read on...

Shayne Paddock
  • Guest Service / Customer Experience Mgmt
  • Guest Service in the Digital Era
  • It’s easier to keep a guest smiling if you know a little something about them. Would you buy a gift for somebody without knowing anything about them? Of course not. So why try to service a guest that way if you don’t have to. Collecting guest data is on the minds of many marketing and revenue manager these days. Not a day goes by that the term "Big Data" isn’t mentioned in one of the many hospitality blogs or press releases. But what does it all really mean? But you don’t have to have a data analyst on staff to make these simple things a reality. Read on...

Steven Belmonte
  • Guest Service / Customer Experience Mgmt
  • How to Establish a Good Franchisor/Franchisee Relationship
  • To establish a good relationship you must first understand the foundation on which the relationship is built. For example, one of the greatest personal debates we face in the franchisor-franchisee relationship centers on character. Do you believe that it's possible for a person to possess both a public and a private character, even if very different? What you do in private is your own business, as long as it doesn't affect your public performance, right? Not necessarily - especially when your individual personal performance impacts your business performance. Those who build a business relationship on character will be those who swim upstream. Read on...

Ashish Modak
  • Guest Service / Customer Experience Mgmt
  • The Golden Art of Hospitality
  • Hotels and the hospitality world have always intrigued people for centuries. It is the apparent glamour and uniqueness of the hotel world which creates curiosity in the mind of an onlooker regarding the various roles and job descriptions of people working in hotels. Have the principles and practices in managing a hotel changed with time? What is expected of a hotel manager in these continually evolving times? The writer firmly believes that a General Manager shapes the hotel experience for all his guests through his personality traits and approach towards his team and guests. The short essay brings forth the beauty of the golden art called hospitality. Read on...

Tony Bridwell
Roberta Nedry
  • Guest Service / Customer Experience Mgmt
  • Take the Service Elevator to the Top Floor
  • Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations and most CEO’s don’t like to ‘get emotional’ about their business strategies! Some are finding their way in the dark. Yet, more and more evidence shows the direct relationship of emotional intelligence as part of the customer experience strategy. It’s time to figure it out! Read on...

MARCH: Human Resources: Inspiring a Journey of Success

Cara Silletto

Ever wonder what planet your new hires are from? For most, it is called Millennialland. It is my homeland, and it is a whole different world than where Boomers and GenXers were born. So why are your younger workers from this strange land so hard to understand, manage and retain? Why is it that they lack the loyalty of those who came before them? Why do they need so much handholding in the workplace? And where does this tremendous sense of entitlement come from? Allow me to explain. Read on...

Nicole Price

You’re just being politically correct! In America, being politically correct has taken a new meaning and now has a negative connotation. But why? Definitions can help identify the reason. The definition of political correctness is “the avoidance, often considered as taken to extremes, of forms of expression or action that are perceived to exclude, marginalize, or insult groups of people who are socially discriminated against.” In simple terms, political correctness is going to the extreme to avoid insulting socially disadvantaged groups. What could be wrong with that? The issue is not them or the term, it’s us! Read on...

Kimberly Abel-Lanier

Engaging and retaining talented, trained workers is a critical component of success for any business in any sector. When employees are disengaged or turnover is high, organizations face challenges of subpar customer service, high costs, and human resource inefficiencies. Gallup estimates rampant disengagement among employees costs American businesses between $450 billion and $550 billion per year. High turnover also carries exorbitant costs to organizations, averaging approximately 1.5x an employee’s salary for replacement. In the hospitality sector, delivery of impactful customer experiences is strongly connected to employee engagement and satisfaction. Happy, engaged employees can make happy, loyal customers. Currently; however, the hospitality sector suffers higher than average employee turnover. Read on...

Michael Warech

So where will we find the next generation of leaders in the hospitality industry? Like their counterparts in other business sectors, this question remains top-of-mind for those responsible for finding, managing, and developing the talent needed to ensure the vitality of their organizations. While, arguably, not as glamorous as a new guest amenity or as important as a cost-saving innovation, there is nothing more critical than talent to succeed in an increasingly competitive and challenging global business environment. Leveraging the best strategies and tactics related to talent management, succession planning, workforce planning, training and leadership development are, quite possibly, a company’s most critical work. Read on...

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.