Guest Service / Customer Experience Mgmt
Peter McAlpine
  • Guest Service / Customer Experience Mgmt
  • Scientific Discoveries Show That Hotel Guest Experience SOPs are Obsolete
  • It is obvious from the proliferation of new brands and the desperation to find new technology to improve the guest experience that there is a growing feeling that the SOP (Standard Operating Procedures) approach to custom satisfaction has become unsatisfactory, and that now the big hotel groups are searching for a solution. Unfortunately the hotel industry as a whole seems to be unaware of how quantum science, religious traditions, ancient cultures, and heart energy research are all showing that their shareholder-oriented, guest experience concept is based on erroneous principles and thinking, and on an obsolete worldview. Ironically, the solution is closer than their life’s vein and implementing it is so simple and almost cost-free. Read on...

Steven Ferry
  • Guest Service / Customer Experience Mgmt
  • The Drive to Exceed One's Own Expectations
  • Four- and five-star hotels and resorts around the world number in the hundreds, catering to different markets/publics with different needs and wants. The imperative to make the guest experience so memorable that the guests become repeaters and ambassadors, occupancy runs dizzyingly high and word of mouth sizzles, is one that every new (or existing) General Manager/Managing Director faces; each has a vision, a style of management, a stable of successful actions, and erstwhile colleagues they trust to support their standards and whom they quickly bring in to precipitate success for owners, shareholders, management, staff, and guests alike. Read on...

Adrian Kurre
  • Guest Service / Customer Experience Mgmt
  • Strategies to Improve and Enhance Customer Experience
  • When it comes to an exceptional customer experience, it’s not just what you offer, but how, when and why you offer it. Employed thoughtfully and effectively, efforts to drive customer service to new levels become infectious throughout a hotel organization, down to each individual property and team member. Easy to say, harder to execute. To stay on the forefront of providing the ultimate experience for business and leisure travelers takes continuous innovation. Integrating new technology, continuously improving team member training, and striving for targeted and personalized customer interactions remain essential to success now and going forward. Read on...

Sue Garwood
  • Guest Service / Customer Experience Mgmt
  • Key Aspects to Building Excellent Customer Service
  • In the hotel industry, excellent service is vital, as customers’ expectations continue to evolve, raising the bar and setting a higher standard. These days, a smile, “please” and “thank you”, just doesn’t cut it. Customers want to have memorable experiences they can walk away with, which is why hotels are implementing new programs to improve and monitor clients’ satisfaction. A good program today should highlight not only the importance of customer care, but also for each employee. Below are key aspects to keep in mind in order to build an outstanding customer satisfaction program. Read on...

Naomi Stark
  • Guest Service / Customer Experience Mgmt
  • The Door of Opportunity Opens With a Smile
  • 8,600,000. That is the number of results Google returns in .39 seconds on the search, “how many studies on smiling are there?” Scientists have explored every aspect of smiling. Apparently, it even was used in predicting the life span of baseball players in 1952 – extending the life of those with “beaming smiles” seven years!. Wow. Research studies prove every which way that our brain, our emotions, our body, our children’s development, our stress level, blood pressure - you name it - just about everything is benefited by the all-powerful smile. Read on...

Jim Maguire
  • Guest Service / Customer Experience Mgmt
  • Winning Guests Over with the WOW Factor
  • We know that guests always expect the absolute most from us. I would ask you before reading this article to think back to the last time you had a great customer service experience. I would bet it started with a warm and friendly smile that made you feel good. How we can win guests over with a service smile is quite simple in theory, not as easy to execute. It starts with a culture, a service smile, the positive actions that follow - I call this service the "Wow Factor" The "Wow" is all about how we make a guest feel when he/she is staying at the hotel. The end goal is to make your guests feel as though you went above and beyond to exceed their wants and needs. Read on...

Scott Hale
  • Guest Service / Customer Experience Mgmt
  • Set a New Service Standard and Lose the Standard Operating Procedures
  • Do you really need all of those Standard Operating Procedures (SOPs)? Are Standard Operating Procedures throttling your business growth, stifling your team’s development and diminishing your guest experience? We’ll explore these questions in the piece that follows. While this discussion doesn’t mandate that you cease and destroy all SOPs, it will equip you to elevate your business, team and guest experience by thinking twice about the standards that you’ve set. Most important, it will get you thinking that there could be better ones out there. Read on...

Sam Ross
  • Guest Service / Customer Experience Mgmt
  • Happy Employees, Happy Guests From Boutique Properties to Major Resorts
  • Research shows that positive engagement with hotel employees has a major impact on guest satisfaction, creating a distinct set of challenges for properties of all sizes. Carlsbad, California, located along the Pacific Ocean coastline north of San Diego, is home to a range of accommodations, from boutique inns to some of Southern California’s most luxurious resorts. Where a larger hotel may benefit from best practices in training and hiring, an intimate property may be able to offer highly personalized service – how are hotels in Carlsbad responding to these challenges to ensure guest satisfaction? Read on...

R.J. Friedlander
  • Guest Service / Customer Experience Mgmt
  • Using Guest Intelligence to Motivate and Empower Your Team
  • Hoteliers can gather endless amounts of data from analytical tools but the real challenge is knowing what to do with it. Today, savvy hoteliers are using Guest Intelligence to motivate each department and get the most out of individual teams to improve overall guest satisfaction and boost revenue. By creating a guest-centric culture, employees at hotels are empowered to make a difference. At the end of the day, your employees are representatives of your brand and those responsible for offering remarkable guest service. Read on...

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...

OCTOBER: Revenue Management: Technology and Big Data

Gary Isenberg

Hotel room night inventory is the hotel industry’s most precious commodity. Hotel revenue management has evolved into a complex and fragmented process. Today’s onsite revenue manager is influenced greatly by four competing forces, each armed with their own set of revenue goals and objectives -- as if there are virtually four individual revenue managers, each with its own distinct interests. So many divergent purposes oftentimes leading to conflicts that, if left unchecked, can significantly damper hotel revenues and profits. Read on...

Jon Higbie

For years, hotels have housed their Revenue Management systems on their premises. This was possible because data sets were huge but manageable, and required large but not overwhelming amounts of computing power. However, these on-premise systems are a thing of the past. In the era of Big Data, the cost of building and maintaining an extensive computing infrastructure is incredibly expensive. The solution – cloud computing. The cloud allows hotels to create innovative Revenue Management applications that deliver revenue uplift and customized guest experiences. Without the cloud, hotels risk remaining handcuffed to their current Revenue Management solutions – and falling behind competitors. Read on...

Jenna Smith

You do not have to be a hospitality professional to recognize the influx and impact of new technologies in the hotel industry. Guests are becoming familiar with using virtual room keys on their smartphones to check in, and online resources like review sites and online travel agencies (OTAs) continue to shape the way consumers make decisions and book rooms. Behind the scenes, sales and marketing professionals are using new tools to communicate with guests, enhance operational efficiencies, and improve service by addressing guests’ needs and solving problems quickly and with a minimum of disruption. Read on...

Yatish Nathraj

Technology is becoming an ever more growing part of the hospitality industry and it has helped us increase efficiency for guest check-inn, simplified the night audit process and now has the opportunity to increase our revenue production. These systems need hands on calibration to ensure they are optimized for your operations. As a manager you need to understand how these systems work and what kind of return on investment your business is getting. Although some of these systems maybe mistaken as a “set it and forget it” product, these highly sophisticated tools need local expert like you and your team to analysis the data it gives you and input new data requirements. Read on...

Coming Up In The November Online Hotel Business Review




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Feature Focus
Architecture & Design: Authentic, Interactive and Immersive
If there is one dominant trend in the field of hotel architecture and design, it’s that travelers are demanding authentic, immersive and interactive experiences. This is especially true for Millennials but Baby Boomers are seeking out meaningful experiences as well. As a result, the development of immersive travel experiences - winery resorts, culinary resorts, resorts geared toward specific sports enthusiasts - will continue to expand. Another kind of immersive experience is an urban resort – one that provides all the elements you'd expect in a luxury resort, but urbanized. The urban resort hotel is designed as a staging area where the city itself provides all the amenities, and the hotel functions as a kind of sophisticated concierge service. Another trend is a re-thinking of the hotel lobby, which has evolved into an active social hub with flexible spaces for work and play, featuring cafe?s, bars, libraries, computer stations, game rooms, and more. The goal is to make this area as interactive as possible and to bring people together, making the space less of a traditional hotel lobby and more of a contemporary gathering place. This emphasis on the lobby has also had an associated effect on the size of hotel rooms – they are getting smaller. Since most activities are designed to take place in the lobby, there is less time spent in rooms which justifies their smaller design. Finally, the wellness and ecology movements are also having a major impact on design. The industry is actively adopting standards so that new structures are not only environmentally sustainable, but also promote optimum health and well- being for the travelers who will inhabit them. These are a few of the current trends in the fields of hotel architecture and design that will be examined in the November issue of the Hotel Business Review.