The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
The Art of a Great Arrival for Luxury Hotels
Adam and Larry Mogelonsky | May 22, 2024
Guest Experience
Lessons for All From a Five-Star Travel Recovery Trip
Larry and Adam Mogelonsky | August 24, 2022
By Larry and Adam Mogelonsky With the pandemic over, everyone has been clamoring to get out and explore the world once more. In fact, we’d argue, in a take-a-candy-from-a-baby-then-it-cries sort of way, people are even more enthused about travel than they were in 2019, and we foresee this mindset persisting well into the decade ahead. While Adam (one of the writers here) anticipated the nightmare that this pent-up demand would cause at airports and opted to stay home during the current travel recovery summer, Larry (other coauthor) chose to brave the skies with his wife – cancellations, flight delays, lost bags and all. Good thing h...
Three Simple Ways to Get Customers to Trust You
Shep Hyken | August 24, 2022
Shep Hyken Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: The product does what it is supposed to do. They have great customer service. They provide a great overall customer experience. You like the employees. The salesperson is knowledgeable and helpful. The website is easy to use. They always get back to you and are quick to respond. They are convenient. The experience is consistent. Every time it is great. There could be many others, but they all feed into one important reason. You t...
Personalized Guest Experiences Will Define the New Era of Travel
Shiji Group | August 18, 2022
A Special Report By Shiji Group & AWS What’s next in personalizing guest experiences? Hoteliers are re-envisioning the entire welcoming experience and moving as many touchpoints with the guest into a digital environment. This presents an incredible opportunity to learn about the guest, collect data on their preferences and begin to offer them a better guest experience. The role of data is essential: It requires monitoring an increasingly higher number of touchpoints throughout the guest journey. Modern, cloud-based software and storage allows hotel companies to harness data in privacy-compliant, secure, flexible, scalable and c...
What Mixed Signals Do You Send Your Customers?
Shep Hyken | August 17, 2022
By Shep Hyken I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. At the time the book was published more than 30 years ago, Carlzon’s wisdom was timely. And it turns out his wisdom is actually timeless, and I predict that 30 years from now, the Moments of Truth con...
Ten Hotel Possibilities for the Metaverse
Larry and Adam Mogelonsky | August 10, 2022
By Larry and Adam Mogelonsky Now that the current ‘crypto winter’ is weeding out all the cryptocurrency Ponzi schemes with no real applications or utility, it’s time to put on your futurist cap and ponder some actual use cases for what this coming technology will offer to hotels. For background on blockchain, cryptocurrencies, non-fungible tokens (NFTs), web3 and all the basics related to how those work, there are lots of great resources out there, and explaining it all would make this article way too long for a casual read. On that note, here are ten possibilities to consider. 1. An Extension of the Experience Economy. We’re b...
Press One to Do This, Two to Do That … Phone Tree Abuse!
Shep Hyken | August 10, 2022
By Shep Hyken We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc. Well, it happened to me again – the third time this week – and this is how it went down. I listened to the prompts. I was at number four, thinking this one might be it, but I wasn’t 100% sure, so I kept listening. I got to number six when the recording said that I could listen to the options again. I did, and even then, I wasn’t sure which option to choose. I tried pushing “0,” and nothing happened, so I chose number four, thinking that it was th...
Skye Virtual Agent Eases Front Desk Pressure, Improves Hotel Guest Experience
Tyme Global | August 9, 2022
Tyme Global’s AI-powered virtual agent provides guest services without human interaction. New York, NY – Tyme Global today announced the launch of its virtual agent, Skye, an addition to its menu of remote staffing services. Skye uses Artificial Intelligence (AI) to understand conversational language and recognize intent. As a result, guests can interact naturally with Skye as if speaking with a human operator. Calls, texts, and emails are answered immediately with no wait time. Skye fields frequently asked questions and basic requests so that on-site staff can focus on in-person interactions. For example, if a caller needs the c...
Studies Show That the Guest Self-Service Era Has Officially Begun
Venkatesh Sakamuri | August 2, 2022
By Venkat Sakamuri, CEO and Co-Founder, Stayflexi Decades ago, self-service was largely defined by one, often lackluster offering: vending machines. We would carefully feed a bill into the designated slot, punch in the code for our desired drink or snack, watch the machine whirred to life and push our selection forward, and then often watch in dismay as it got stuck against the glass on its journey down to the basket for retrieval. In this sense, vending machines were hardly a luxury offering. Instead, they served a distinct (and limited) purpose and were often reserved for moments in which we had no other food or beverage options to exp...
Special Needs or Common Requests: How Virtual Queuing Improves the Guest Experience
Eldar Erlich | August 2, 2022
By Eldar Erlich, Associate Product Manager, Qtrac by Lavi Industries Hotels go to great lengths to accommodate guests with special needs. During the reservation process, guests are asked about concerns such as wheelchair accessibility or a crib so that people have the amenities they need when they arrive. A quality hotel will do everything it can to ensure these guests’ additional needs are met. However, there’s often a gap in this commitment to service: check-in. If a guest with special needs encounters a long wait when arriving at the hotel, the customer experience may immediately deteriorate. Someone struggling with a medical con...
Community-Focused Prairie Meadows Casino, Racetrack and Hotel Expands Technology with Agilysys to Elevate Staff Productivity and Transform Guest Exper
Prairie Meadows | August 1, 2022
Eight Agilysys solutions work together to maximize Return on Experience across casino, racetrack and hotel operations ALPHARETTA, GA — August 1, 2022 — As the hospitality industry recovers, properties are facing the compounding challenge of guest expectations and staff shortages reaching record-high levels. In an American Hotel and Lodging Association (AHLA) survey published in June 2022, 97 percent of respondents indicated staff shortages and 49 percent characterized them as “severe.” At the same time, the American Express Travel 2022 Global Travel Trends Report shows travelers expect higher-level returns than simple relaxation fr...
Virdee Releases Web-Based Check-In Functionality
Virdee | July 19, 2022
Adding even more flexibility and increased engagement to its industry leading solution, users can now access and input pre-arrival check-in features via web browser AUSTIN, Texas – July 19 – Virdee, a SaaS company delivering digital check-in and virtual concierge services to the hospitality industry, has released a web-based extension of its industry leading contactless check-in software. Users can now access and input pre-arrival check-in information into the system via the web and in some cases receive a web-based secure digital room key. Other experiences require an app for mobile keyless entry or obtaining a physical key from a kio...
How Hotels Can Cater to Guest Preferences Through Self-Service Technologies
Austen Asadorian | July 14, 2022
By Austen Asadorian Contactless services have become a part of everyday life over the past two years and, as travel begins to surge again, they are continuing to pick up steam in the hospitality world. So much so that, according to a recent study, 73% of travelers want to use their mobile device to manage their hotel experience. Hotel guests now increasingly expect their experience to include contactless solutions that can uplevel their experience. By taking advantage of on-premises reservation capabilities from QR codes to the aggregation of guest data, hotel operators can successfully cater to the new guest of 2022. Streamlined Onl...
North America Hotel Guest Satisfaction Declines as Travel Volume, Room Rates Rise, J.D. Power Finds
J.D. Power | July 13, 2022
Rise in Demand and Room Rates Puts Pressure on Guest Satisfaction as Hotels Manage Delicate Balance Between Recovery and Guest Experience Hotel occupancy rates are on track to approach pre-pandemic levels this year[1] as travelers get back on the road and in the air to make up for two-plus years of deferred vacation plans. However, according to the J.D. Power 2022 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, the surge in deman and steadily climbing prices have not been met with a corresponding improvement in amenities or services. As a result, overall hotel guest satisfaction declines 8 points (on a 1,000...
Hotel Guests Getting Used to Changes in Service, Technology
Bob Rauch | July 7, 2022
By Bob Rauch Hotel fundamentals are on an upward trajectory, but several macroeconomic elements are a risk to owners and operators including inflation, higher oil prices, geopolitical tensions, rising interest rates and broader economic growth concerns. A recession would clearly affect near-term hotel stock price performance and sentiment as well as net income; however, hotel industry fundamentals remain solid, midweek business travel is recovering nicely, and groups are coming back. Was COVID-19 good for the industry? No, but much of the technology that was implemented during the pandemic will stay. Contactless check-in and touch...
When Your Company Becomes a Verb
Shep Hyken | July 6, 2022
By Shep Hyken In our customer service training workshops, we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class, which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Very few companies can get to Trademark levels of service. This happens when a company or brand is referred to in a way that positions them as one of the best at what they do. Most often, it is a comparison. For example, people might say, ...
The Difference Between Good and Great
Shep Hyken | June 29, 2022
By Shep Hyken If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you’re doing. I thought about that all weekend. My new friend was saying that good is doing what you are expected to do. If you’re a surgeon, you make people well. However, great is the addition of a better customer experience. In the case of the surgeon, it’s skill plus bedsi...
Stayntouch and the NYU School of Professional Studies Jonathan M. Tisch Center of Hospitality US Traveler Sentiment Report Indicates: Hotels’ Tr
Stayntouch | June 28, 2022
Leader in guest-centric technology and NYU SPS Jonathan M. Tisch Center of Hospitality unveil results of proprietary report of Attribute-Based Shopping at HITEC 2022 [Orlando, Fla. | Tuesday, June 28] Stayntouch, a global leader in cloud hotel property management systems and guest-centric technology, and the NYU SPS Jonathan M. Tisch Center of Hospitality, today released the results of a study on U.S. traveler sentiments on attribute-based shopping. The report concluded that moving from Traditional Hotel Shopping (THS) to Attribute Based Shopping (ABS) is likely to increase traveler value, price transparency, and satisfaction,— critical ...
The True Heart of Hospitality Is Human Kindness, Especially to Strangers
Doug Kennedy | June 27, 2022
By Doug Kennedy As a hospitality industry trainer specific to the lodging industry, I am always interested to learn what the word itself means to people across the spectrum of culture, language, and other human demographics. When I started out years ago, I first researched the word itself. Various dictionary definitions told me that it meant “Treating guests with warmth and generosity.” When I researched the root of the word, which originates from the Latin word “hospes,” I learned that it originally referred to both the guest and the host. For decades now I’ve challenged our workshop participants to write up their own definit...
Virgin Hotels Edinburgh Partners With InnSpire to Offer Cutting-Edge Guest Experience, Casting and Contactless Service Capabilities
InnSpire | June 23, 2022
Innovative global brand draws on InnSpire’s advanced connectivity, casting, and seamless hub integration capabilities to attain the pinnacle of guest satisfaction, convenience and safety across the entire guest journey. EDINBURGH – June 23, 2022 – InnSpire, the leading provider of a comprehensive technology suite that helps drive a seamless, world-class guest experience for some of the world’s most iconic hotels and brands, today announced the latest integration in its partnership with Virgin Hotels through the implementation of its comprehensive suite of guest connectivity, entertainment and contactless-enabled solutions at the ne...
Good Intentions Can Be More Important Than Perfection
Shep Hyken | June 22, 2022
By Shep Hyken Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point. He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it. There was no intent to offend or harm. In fact, there was only the intent to serve. As a society, we may be focusing on the wrong thing. What w...
Concord Hospitality Abuzz With Beekeeper Communication & Collaboration Platform
Beekeeper | June 21, 2022
With nearly 6,000 employees from 150 countries, Concord is easily and consistently sharing employment information in real time and keeping everyone happy and engaged; Visit Beekeeper at HITEC Orlando in Booth 2718 June 28 to 30 at the Orange County Convention Center OAKLAND, CALIF., June 21, 2022 — For hotel management and development company Concord Hospitality frontline hotel workers are the heartbeat of the organization. From the front desk and sales offices to housekeeping and maintenance, these associates make up an intricate guest service and support network that is making Concord Hospitality hotels great. The key to employee eng...
SHR, Stayntouch Launch Timely Resource to Help Hoteliers Improve Guest Experience While Automating Operations
Stayntouch | June 21, 2022
Industry experts contributed to “The Hotelier's Playbook to Amplifying Revenue and Engagement Across the Guest Journey,” available free online and at HITEC 2022 BETHESDA, Md. — June 21, 2022 — Sceptre Hospitality Resources, which offers a suite of solutions to help hoteliers improve the guest experience and drive revenue at each touchpoint along the guest journey, in collaboration with Stayntouch, a global leader in cloud hotel property management systems and guest-centric technology, has published a whitepaper that gives hoteliers the tools they need to improve the guest experience and maximize revenue at every stage of the guest ...
Understanding Consumer Behavior: How to Influence the Decision-Making Process
Ana McFee | June 17, 2022
By Ana McFee Understanding the consumer decision-making process is integral to influencing the outcome of consumer behavior. The consumer cannot be viewed as an abstract, making random decisions based upon convenience, opportunity or chance. Rather, there is ample research to suggest that consumers can be well-understood personas and their behaviors can be - if not overtly predicted - then influenced in a certain direction that will satisfy both their needs and desires along with those of the service or product provider. What is Consumer Behavior? The study of consumer behavior is concerned with how individuals and organization...
youtip and Hospitality.FM Podcasters Partner to Broadcast LIVE at HITEC Orlando
youtip | June 16, 2022
Hospitality’s award-winning digital tipping platform to host timely discussions in Booth 2007 on hot topics surrounding hotel technology and the challenges they solve Chicago — June 16, 2022 — This month at HITEC Orlando, six personalities from the biggest hospitality podcast network, Hospitality.FM, will broadcast LIVE from the youtip Booth #2007 to discuss trending topics – including the rise of digital tipping in today’s cashless economy. The podcasters will lead conversations with some of the industry’s biggest and brightest leaders as they share their stories and report the news related to how hotel/travel technology is e...
