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
An Old Soul With a Fresh Twist, Crystalbrook Kingsley Embraces Technology and Sustainability With Solutions From McLaren Technologies
McLaren Technologies Asia Pacific | July 20, 2021
Sophisticated and with a nod to the area’s history, the new hotel is offering a fully contactless and paperless guest experience. Sydney, Australia (July 20, 2021) - A commitment to responsible luxury by Newcastle’s first five-star hotel, Crystalbrook Kingsley, has prompted a partnership with Asia Pacific’s leading hospitality solution specialist, McLaren Technologies. The new hotel was keen to embrace mobile-first guest experience technology and environmental change to enhance, not compromise, the quality of its guest experience. The new hotel, which opened its doors on June 9, worked with McLaren to tailor its approach to techno...
Coco Collection Selects Cendyn to Power Their CRM and Loyalty Programs
Cendyn | July 20, 2021
Boca Raton, FL, United States – July 20th, 2021 – Cendyn, the leading innovator in CRM, sales, and revenue strategy for the hospitality industry, is excited to announce Coco Collection has selected Cendyn to power their CRM and loyalty program across the Collection’s portfolio of boutique luxury resorts in the Maldives. Using eInsight CRM, Coco Collection will have access to the industry’s most robust CRM solution, allowing them to learn more about the unique preferences of each guest and deliver unforgettable experiences throughout the guest journey. By collecting and organizing data from multiple sources, eIns...
UniFocus Upgrades Employee Engagement Surveys to Deliver Instant and Frequent Insights Into Hotel Performance
UniFocus | July 20, 2021
Innovator of workforce management technology provides hoteliers with real-time and actionable feedback into how to maximize staff retention and engagement. DALLAS, Texas – (July 20, 2021) – UniFocus, the leading provider of workforce management systems, has launched upgrades to employee pulse survey capabilities, providing hoteliers with an invaluable opportunity to connect to and interpret employee engagement. Sidestepping time-consuming processes associated with annual employee surveys, the new staff engagement abilities now made available through UniFocus ensure that hoteliers can continually and accurately gauge their operating env...
Travel Recovery Needs Software to Look at the Whole Guest Journey
Larry and Adam Mogelonsky | June 30, 2021
By Larry and Adam Mogelonsky Staffing up is the name of the game for the summer surge coming out of the pandemic. With that in mind, the future of hospitality will increasingly be defined by those brands that embed a seamless technological backbone to connect the entire customer journey and save time in the process. The first step is to break it down into five broad phases – look, book, pre-stay, in-stay and post-stay. For this, you want a platform that is flexible to unknown conditions, efficient to lower costs and long-lasting by being able to incorporate future operations All these integrations and analysis across the guest jour...
Cloud5 Communications Delivers High-Speed Internet Services for Element Denver International Airport
Cloud5 Communications | June 29, 2021
Chicago, IL. — June 29, 2021 — Cloud5 Communications, a leading provider of communications solutions for the world’s top hotel brands and management companies, recently completed the installation of their high speed internet access (HSIA) solution at Marriott’s Element Denver International Airport by Westin in Colorado. The advanced HSIA network by Cloud5 ensures that the property provides the highest level of connectivity for guest satisfaction and meets Marriott’s latest Global Property Network Standards (GPNS) for Internet. The eco-conscious Element Denver International Airport, managed by Lotus Management, Inc., u...
Longer Trips Look Set to Boom Post-COVID-19
GlobalData | June 24, 2021
Longer trips of more than ten nights are increasingly in demand post-COVID-19, according to a poll by GlobalData. The leading data and analytics company notes that, with accidental savers on the rise and working from home making longer trips a possibility, lengthier holidays look set to boom post-pandemic. Opting for an extended trip has become increasingly inviting. A live GlobalData poll* revealed that over one in four (26%) of respondents now prefer to take a leisure trip of ten-plus nights – the second-most popular length of trip behind stays of between four and six nights (28%). Gus Gardner, Associate Travel and Tourism Analyst a...
A True Story of an Authentic Hospitality Welcome
Doug Kennedy | June 24, 2021
By Doug Kennedy Recently while on the road conducting training for the Camelback Resort in the Pocono Mountains of Pennsylvania, I had the opportunity to experience a genuine, authentic welcome. Before that story, let me first share a few details about my expectations, as well as what happened before my arrival. As a frequent business traveler, I typically enter a hotel around 6pm, suit jacket in hand, pulling along a roll-aboard bag and a small laptop case. As I approach the front desk, obviously arriving, at least 70% of the time I am greeted with the common phrase “Checking in?” At this point, I restrain the cynical side of my pe...
As Pandemic Concerns Fade, 76% of North Americans Plan to Travel Soon
Oracle | June 22, 2021
Oracle Survey respondents are ready to spend more on hospitality perks beyond the room charges, hoteliers add new services to extend the customer experience AUSTIN, Texas – June 22, 2021 – After more than a year in lockdown, 76% of consumers in North America plan to travel within the next six months. According to a new Oracle Hospitality survey, 24% of respondents in the US and Canada plan to travel immediately, 31% in the next one to three months, and 21% by the end of the year. People are largely traveling regionally, but venturing further from home. Domestic travel will account for 61% of travel plans (vs. 44% last year), 19% of ...
The Worst Sales Call Ever / Shep Hyken
Shep Hyken | May 26, 2021
Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. It is how relationships are built. So, maybe the story I’m about to share isn’t truly the worst sales call ever, but it was really bad. I’ll let you be the judge. I was contacted by a vendor who wanted to upg...
ASSA ABLOY Global Solutions Approves ID&C for Hotel RFID Wristbands
ID&C | May 25, 2021
ID&C, a leading supplier of RFID (Radio Frequency Identification) credentials to the hospitality industry has been accredited as an Approved Vendor of RFID wristbands by hotel access solution company ASSA ABLOY Global Solutions. RFID wristbands have grown in popularity as they offer a convenient way for guests and staff to gain access to hotel rooms, amenities and in some cases pay for food and beverages. Florida-based ID&C, part of Avery Products Corporation and owned by CCL Industries Inc., makes custom wristbands fitted with RFID microchips that are programmed by hotels to open door locks and other amenities for guests and st...
The Spirit of Hospitality Flows Like Currency – Your Heart Is the Power Bank
Doug Kennedy | May 19, 2021
By Doug Kennedy Have you ever walked in to work at a hotel or hospitality company and immediately recognized that someone, somewhere has determined that today is going to be “one of THOSE days”? It’s almost like someone posted a sign at the staff entrance to make it official. When you greet your first co-worker, they mysteriously transfer the bad vibe over to you. Before you know it, you too are sending the same negative vibe on to others. Pretty soon it begins to feel like everyone on your work team is also experiencing “one of those days.” Have you ever noticed that during days like these, the guests you encounter seem to...
Tourism After Lockdown: Guest Expectations Today and Tomorrow
STR | May 17, 2021
As vaccine programs continue across the world and we see warming attitudes toward travel alongside increased accommodation bookings, it is important to take stock and assess how the pandemic, and it’s resultant impact on consumer behavior, may leave an indelible mark on hospitality. COVID-19 has forced us to see the world differently. Previously the hustle and bustle of busy destinations sparked excitement for many travelers, but during the crisis, personal safety concerns and social distancing led to radically different perceptions of these types of destinations and experiences. The extent to which traveler perceptions and behavior w...
Maestro PMS Integration With HelloShift Brings Seamless Guest Messaging and Comprehensive Hotel Operations
Maestro PMS | May 17, 2021
MARKHAM, ONTARIO — MAY 17, 2021 — Following the impact of the pandemic, hotel guest service and communication is more virtual than ever. The new integration partnership between Maestro PMS and HelloShift brings their mutual clients a Guest Messaging Solution that is simple and intuitive for staff and guests to use. In addition, because HelloShift’s unique messaging platform includes comprehensive hotel operations software, no guest request slips through the cracks. Warren Dehan, Maestro PMS President, said: “We are excited and delighted to partner with HelloShift to provide an excellent Guest Messaging and Staff Collaboration solu...
Are You Ready for Takeoff?
JC Thompson | April 29, 2021
By JC Thompson The pent-up desire to "hit the road" is forecasting a strong travel comeback. Are you ready? With hotels not fully opened and yet occupancies are at max capacity, the challenge will not likely be revenue or REVPAR. The challenge will be expectations. Customers will expect the same levels of service. They won't care much about your challenge with finding employees or that your customer service skills have been out of practice as they were replaced with COVID-19 regulations and survival skills. "You have got to be kidding me. I paid $350 for a room that no longer includes daily housekeeping services, there is a stain on the...
The Return to Genuine Hospitality
Travel Outlook | April 21, 2021
Why the First Touch Point Sets the Tone for Your Brand In a digital age, when a potential guest picks up the phone to make a reservation, they expect a personal touch on the other end. Chances are, they’ve exhausted all digital booking avenues and are seeking true customer service by a trained professional. The consequences of not having a professional call center backing your reservation department could be detrimental to your business. Additionally, the benefits of having a trained call center serve your business could take it to new heights. Having a professional call center with highly trained agents who know the ins and outs of...
How to Care More About the Customer Than the Sale
Shep Hyken | March 17, 2021
By Shep Hyken It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers. She emailed me a great story worth sharing. The short version is this: Dawn ordered a product from a vendor. Since she is working remotely, she gave her home address. The company recognized t...
Pure Wellness Rooms Now Available at Loews Boston Hotel
Pure Wellness | March 3, 2021
Pure Rooms Added at Historic Back Bay Hotel DALLAS TX – MARCH 3, 2021 – Pure Wellness, the global leader in health and wellness for the hospitality industry has announced that they will add Pure rooms to Loews Boston Hotel, once home to the former Boston Police Headquarters. “The addition of Pure rooms gives the Loews Boston Hotel an additive draw for both leisure travelers and corporate business in the Boston market” commented Brian Shedd, Senior Vice President for Pure Wellness. “Guest needs are changing and providing additional options like Pure Rooms is a smart and strategic investment.” Pure Rooms utilize advanced...
Best Western Plus Goulburn Adopts Latest in Guest Content Streaming Technology With BeyondTV
Hotel Internet Services, Inc. | March 2, 2021
Family-owned 4.5 star hotel addresses guest demands for access to personalized entertainment with advanced yet cost-effective hospitality-designed solution. GOULBURN, Australia — March 2, 2021 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions, has announced the implementation of its BeyondTV in-room entertainment platform in partnership with regional supplier, Liveport, at Best Western Plus Goulburn. An award-winning Australian property situated near Goulburn’s most popular attractions, Best Western Plus Goulburn’s adoption of BeyondTV ensures that guests seeking to entertain themselves awa...
Azure Palm Hot Springs Resort & Day Spa Oasis Partners With Hotel Internet Services to Provide Guests With Seamless Wi-Fi Access
Hotel Internet Services, Inc. | February 9, 2021
DESERT HOT SPRINGS, Calif. — February 9, 2021 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has announced the successful implementation of a high-speed guest Wi-Fi network at Azure Palm Hot Springs Resort & Day Spa Oasis. Located within California’s Desert Hot Springs area renowned for its natural geothermally heated mineral spring water, Azure Palm Hot Springs serves as the ultimate tranquil getaway from the fast pace of modern life. Yet by also providing ready access to a fast and reliable internet connection, Azure Palm Hot Springs ensures that its guests...
Zoox Smart Data Continues Global Market Expansion With New Strategic Partnerships in Europe and Asia
Zoox Smart Data | February 9, 2021
Big data innovator adds KloudWiFi and KelTech IoT to list of third-party compatible network and smart solution providers to increase customer access to hyper-targeted advertising technology. Alpharetta, GA — February 9, 2021 — Zoox Smart Data (“Zoox”), an international provider of technological solutions that harnesses big data to build customer profiles from existing Wi-Fi networks, has announced a series of strategic partnerships that will provide more seamless access to its targeted advertising capabilities in Europe and Asia. Within the European hospitality and travel markets, this includes signing an agreement with KelTec...
6 Hospitality Trends to Watch in 2021
Amadeus | February 1, 2021
With the global roll out of COVID-19 vaccines underway, we are all hoping for brighter days ahead along with the return of travel. But it’s also important to acknowledge that the experiences and customs we once knew may look different – either temporarily or permanently due to the pandemic. As the year progresses, what will travel look like? How can the hospitality industry restore traveler confidence while demonstrating resilience? As COVID-19 wears on, 6 significant trends have emerged that will continue to shape hospitality for the months and years to come. Go big (near or far): making travel dreams come true As roads, skies, and ...
Repositioning the Hotel Spa in 2021 via the PMS
Larry and Adam Mogelonsky | January 20, 2021
By Larry and Adam Mogelonsky The night is darkest just before the dawn. Winter lockdowns are in effect around the world and new variants of COVID-19 are driving us all further away from the much-vaunted recovery in the travel sector. But once these third or fourth waves have passed and the vaccine is widely disseminated, hotel guests will come roaring out of the gates. Still, there’s no going back to the way things were. Hoteliers cannot take a siloed approach to managing their properties; instead, they must think beyond ‘heads in beds’ and evaluate each guest holistically about how to maximize revenues on a per-guest (and not a p...
Top 5 Essential Hotel Management Tips for the Perfect Guest Experience
Patrick Landman | January 18, 2021
By Patrick Landman It is now more important than ever to make every guest’s stay be as fulfilling and enjoyable as possible for your hotel. It is simply too great a risk to lose revenues as a result of bad reviews, having to issue refunds, or through other issues that generate guest complaints. In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. In this article: Personalize your hotel experience: the guest is king Break the barriers and silo mentality Rethink your value-adds What hotel guests re...
The Year of the Dog Hotel
Larry and Adam Mogelonsky | January 13, 2021
By Larry and Adam Mogelonsky It should come as no surprise to anyone that the pandemic has changed traveler behavior. By understanding some of the nuances of this progression, you can then more precisely target growing niches within the leisure segment, particularly in light of the slow return of groups and corporate guests. For now, 2020’s pivot for operations, marketing and sales was largely focused on: Cleanliness, sanitization and disinfection updates Delivery of contactless service, enabled by technology or otherwise Social distancing through physical, temporal and capacity buffers Privacy, anonymity, seclusion or r...
