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
ALICE and the Government of Puerto Rico Create the Ultimate Traveler’s Experience Platform: “My Puerto Rico” Redefines Hospitality and Elevates
ALICE | August 22, 2018
My Puerto Rico Campaign Overview 3 min 32 sec video "My Puerto Rico" will revolutionize the local industry by becoming the first tourism destination to adopt a customer service platform designed to elevate the visitor's experience. August 22, 2018 – ALICE, the hospitality industry's leading operations platform, has partnered with the Government of Puerto Rico's Tourism Company (PRTC) and Roca Marketing to develop an innovative destination concierge service and trip planning platform available to every hotel and visitor. The new mobile hospitality app, "My Puerto Rico," will improve hotel performance and the guest experience, an...
FACT: The Mobile Guest Journey Matters
the Author | August 20, 2018
By Magnus Friberg CEO, Zaplox What makes a great guest experience? This is a question that remains top of mind for every hotelier, and the question which drives much of the evolution within our industry. As the guest journey continues to evolve in terms of touchpoints and expectations, hoteliers are expected to adapt and curate a unique and continuously guest-centric experience. While the defining factors of an ideal guest experience may vary based on whom you ask, there are a few indisputable realizations, one of which is this: Hotels must offer a frictionless guest experience, and much of that experience is rooted in mobile. Research...
Industry Research Offers an Inside Look at Millennials’ Unique Hotel Needs
FutureBrand Speck | August 17, 2018
REDWOOD CITY, CA – August 17, 2018 – According to new research by FutureBrand Speck, part of Interpublic Group (NYSE: IPG), Millennials (those currently 22-37) have a higher demand for enriching experiences over traditional hotel amenities. FutureBrand Speck surveyed 250 travelers to better understand how to attract and retain guests in the hospitality sector, and found disparate results among the generations. Younger generations are more willing to pay for technology and wellness services when they are well integrated into the hotel journey. Millennials surveyed would be more appreciative of fitness and wellness offerings d...
ALICE Creates Eye-Opening Insights to Housekeeping Operations for Hotel Wailea
ALICE | August 15, 2018
Hotel Wailea, Hawaii's only luxury adults-only resort, has selected ALICE to enhance their internal communication and align their staff task management within the most exclusive retreat community on Maui. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering. Prior to implementing ALICE, Hotel Wailea used radios for communication across their 15 tropical acres and printed checklists to assign staff ...
Red Roof® Launches Extended Stay Brand HomeTowne Studios by Red Roof®
August 15, 2018
COLUMBUS, Ohio, Aug. 15, 2018 -- Convenient, cost-effective and comfortable: the basic essentials of extended stay accommodations, a hospitality sector that has grown immensely in the past few years with extended stay builds currently making up more than a quarter of all hotel development projects in the U.S. pipeline according to Lodging Econometrics. This growth was one of the many reasons that Red Roof, the leader in the economy lodging industry, is entering this market with their newest sub-brand, HomeTowne Studios by Red Roof. The brand will undergo a phased launch of over 30 properties across more than 20 markets with nearly 4,000...
Mobile Communication Is Key to Employee Engagement & Retention
Connie Rheams | August 14, 2018
By engaging hotel staff digitally with personal recognition, professional development and cross-team collaboration, hoteliers can touch employees' hearts, drive loyalty and reduce turnover By Connie Rheams With unemployment at an all-time low – 4% across all industries as of June 2018, according to the Bureau of Labor Statistics – employee retention is top of mind. The proliferation of available jobs in hospitality has sparked even more competition among hotels to attract and retain employees. An additional dollar per hour or free daily lunch is proving to be enough of an incentive for hourly employees to leave one prope...
TTI On The Move With Paul Payette
TTI Technologies | August 14, 2018
August 14, 2018 – New York, NY – TTI welcomes Paul Payette as a Development Consultant to further expand the company's Managed Business Center products and services. "Paul's wealth of industry knowledge and experience will further enhance our growth and reputation", said Steve Blidner, CEO TTI. Paul Payette is an industry veteran with 20 plus years' experience leading sales and marketing of products and services, strategic planning, and achieving tangible bottom line revenues His experience includes developing a scalable digital signage solution, and a distribution and re seller network, and sales processes for a tec...
Contractor’s Perspective on Renovating Chain Hotels Versus Boutique Hotels
Cicero's Development Corporation | August 9, 2018
PLAINFIELD, IL, AUGUST 9, 2018 -- With a booming economy, Americans are spending increasingly more time traveling. Luckily, when it comes to hotels, they have more options than ever, from the tried-and-true branding of large chains to smaller boutique hotels aiming to provide unique, one-of-a-kind experiences. Both options work, but offer distinctly contrasting atmospheres. These contrasts pose challenges to renovation contractors. Construction procedures and design goals differ greatly between chain and boutique hotels. Boutiques have become synonymous with the idea of quirky cool while major chains rely upon uniform, pre-approved Prop...
Chief Concierge of The Jung Hotel and Residences, Claudette Breve, Believes Those in the Industry are Born to Serve
ALICE | August 9, 2018
ALICE spoke with Chief Concierge of the Jung Hotel and Residences of the New Orleans Hotel Collection, Claudette Breve, about the impact of technology on the concierge profession, the current challenges that face the industry, and where she sees the see the profession going in the coming years. How did you begin your career in the concierge profession? In 1981, I walked into The Hyatt Regency New Orleans and told them I would be a great asset to their Concierge desk. I was told there were no openings but my persistence paid off and after several tries, they finally agreed to bring me on board. Within the course of 4 years, I went on to...
Understanding Modern Dietary Restrictions
Larry Mogelonsky | August 8, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Setting aside allergic considerations, the number and diversity of self-imposed dietary restrictions these days are enough to make any F&B director shake his or her head. I'm not opposed to any of these; rather, it is imperative that all hoteliers embrace these eating habit changes. There are vegetarians that don't consume any flesh, vegans who go a step further by not touching dairy or eggs, pescatarians who eat seafood but not any terrestrial animals, pollo-pescatarians for fish or chicken but never red meat, paleo dieters who abstain from grain and a host of religious regimen...
3 most outstanding hotel concierge software
Our.Guide | August 8, 2018
Traveling is a pleasant undertaking. Particularly, when the tourists are reassured that their expectations will be met by the hotel staff; as a result, they will travel more frequently. This article presents three amazing hotel concierge programs that are useful in running every type of hotel. At the very beginning, it is worth to highlight the specific role of a concierge at a hotel. The responsibilities of such a person is to resolve problems that the guests may have, or possibly are not aware of them; thus, making their stay more pleasant. The concierge is the first person that the guests will see when they enter the hotel. This empl...
Eli Gerard Is ALICE’s Director of Sales for Mexico
ALICE | August 6, 2018
ALICE, the hospitality industry's leading operations technology, celebrates Eli Gerard as Director of Sales for Mexico, overseeing hotel partners in Mexico City, Guadalajara, Puerto Vallarta, Zihuatanejo, Ixtapa, Manzanillo, Puebla, and Veracruz. Eli joined ALICE in March 2018 after the company's acquisition of concierge technology GoConcierge in September 2017. The increased traction in the last year has necessitated a tripling in the size of ALICE's salesforce across Mexico and Latin America. This has resulted in impressive wins for the company in the region, including new clients Grupo Posadas, the largest hotel operator in Mexic...
Don’t Blame Me. I Just Work Here
Shep Hyken | August 3, 2018
By Shep Hyken I can't make this "stuff" up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad. As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half the amount. The salad didn't even cover the entire plate. So, my friend spoke up and mentioned it to the server, who replied, "I don't make them. I just serve them." And, then he walked away. We were stunned by his response. I broke the silence by stating...
Round 4: Your Customer Service Questions Answered
ProSolutions | August 3, 2018
By Katie Scheer Are you ready for the 4th in this series? Here we are covering topics of customer service efficiency, accessibility, and gaining feedback. All are imperative to your success since your customers' perspective is your business' reality. Our goal is to help ensure that your reality is one of big success, so away we go with answering your questions... 1. We live in a fast-paced world where patience is limited, so I feel pressured to deliver information to my customers as quick as possible, which sometimes results in not giving them the most thorough information. Suggestions? You are right. Customers typically want th...
How to Build an Emotional Bond With the Most Demanding Clients, Hotel Guests
Valpas Enterprises | August 3, 2018
Imagine walking into a fresh hotel room after a long flight; dropping your luggage, collapsing onto the bed before noticing your favorite magazine resting on the table out of the corner of your eye. Seated next to it is a welcome letter addressed to yourself and an iPad tailored toward local services (yes, food delivery!). On the wall, there's a television with Netflix open and beneath it a selection of complimentary snacks. Personalization fuels hotel stays in the modern era, and the experience is forever vital. The best hotels go beyond expectations in order to make the best of a guest's visit. The little, unexpected things boost the...
Tour Guiding the Guest Experience
Roberta Nedry | August 2, 2018
By Roberta Nedry Sometimes I just can't help myself! I see a darling couple, standing on the restaurant dock, taking photos of each other. I must leave my own meal and partner to offer to take a photo of them together. I just have to jump in and make sure their experience is as wonderful as it can be, even when I am not on duty. Or, no matter what state or country I am in, I seem to be the person people stop in airports or on the streets to ask directions or to ask for information I don't even know. And, whether it is a tour of my country, my state, my town, my neighborhood, my house or even my kitchen, I must make sure my audience (whe...
Staff Efficiencies at The Chateaux Deer Valley Upgrade From Bunny Hill to Black Diamond With ALICE
ALICE | August 1, 2018
The Chateaux Deer Valley has selected ALICE to improve staff communication and enhance its guest services at its ski hotel nestled amid the majestic Park City mountains. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering. As part of Stein Collection, The Chateaux Deer Valley joins sister properties, Stein Eriksen Residences and The Residence at The Chateaux Deer Valley, on the ALICE platform, all...
The Emotional Impact of Overpriced In-Room Bottled Water
Larry Mogelonsky | August 1, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) I am constantly perplexed at the continued reluctance of hoteliers to recognize activities that truly are unbecoming unbearable for guests. In this case, I am referring to our proclivity towards affixing outrageous prices to such basic amenities as bottled water. In a recent stay at a well-known chain property, my first vision upon entering was a largish bottle of water with the outrageous price tag of $7 (plus tax, of course). Most travelers look at this and, subconsciously reflecting on this number, conclude the following: Why is this bottle $7 when I can buy it in the supermar...
Hospitality Industry Amateur Hour: Hotel & Resort Fees
Vertical Booking | August 1, 2018
By Mark Lewis-Brown, CEO & President at Vertical Booking USA After you've been in the hospitality industry for as many years as I have (more than 30 years… how time flies when you're having fun!), you get used to seeing human error manifest in so many truly unfortunate instances: from putting the decimal point in the wrong spot (hello, $10 rooms!) or using overbooking as a revenue management strategy, I've seen it all. While these types of mistakes may make the front page (of our favorite hotel trade publications), there are also a HUGE number of mistakes caused by human error in all types of operational processes that are (a...
The Inside Story of Hilton’s New High-Tech Hotel Rooms – and What It Will Mean for Travelers
Hilton | July 30, 2018
Imagine being able to set your favorite TV channels, optimal room temperature and turn the lights off from the comfort of your hotel room bed, all on your own mobile device. It's not a pipe dream: Welcome to Hilton's Connected Room. Through the award-winning Hilton Honors app, guests can use their mobile device as the in-room remote to control their television programming, lighting, and temperature controls –personalizing their preferences just as they do at home. Josh Weiss, Vice President of Brand and Guest Technology at Hilton, explains how and why Connected Room came to life and where it's going next: Q: What inspired the ...
Hotels: Are you a Clunker or a Sports Car?
Stephan Wiesener | July 26, 2018
By Stephan Wiesener "The most successful technological innovation should feel so natural to the user that it's almost completely invisible. We only notice things when the user experience is awkward or clunky, or when it simply doesn't work." Otto Berkes, CTO CA Technologies This quote is more than two years old, and yet, the hospitality experience still feels clunky, both for hotel staff, as well as for guests. Just think of the check-in experience at most hotels: the front desk staff must ask the guest key details (name, etc.), look up the reservation, make sure the guest has the right room assignment and that the roo...
Hotel Zetta Reveals Its Secret to the Reason Why People Come Back to Stay at Their Hotel: Hardworking Staff and ALICE
ALICE | July 25, 2018
Hotel Zetta has selected ALICE to enhance their internal communication, housekeeping operations, and guest engagement at their vibrant boutique hotel. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. ALICE recently acquired concierge software provider GoConcierge to augment its technology and customer service offering. Part of the Viceroy Hotel Group's collection of "urban retreats", Hotel Zetta joins sister properties Hotel Zelos and Hotel Zeppelin on the ALICE platform, allowing consistent staff operations and g...
The More You Give the More You Get
Shep Hyken | July 25, 2018
By Shep Hyken There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if you know you'll receive something back, and even if you don't know exactly what it is? I think so, especially if the act of giving has no strings attached – even if giving more means you get more, then it truly is an act of kindness. This is true in life, and part of life is business. Giving is part of the customer experience. Customers like to receive, and when they do...
Providing a Positive Experience Across the Entire Guest Journey
Robert Reitknecht | July 25, 2018
By Robert Reitknecht Twenty percent of hotel guests say their customer experience (CX) expectations are higher than they were two years ago. So, what's changed between now and then? Greater demand for quality, consistent service organization-wide. Consider these three real guest reviews I found on TripAdvisor: · "The first night was horrible. At [midnight], kids were shouting and making noises outside my room. I called reception to get security to come and do something and tried to sleep. No one came." (source) · "The breakfast buffet staff was horrible. Whenever we would simply ask for some food to be restocked, they woul...
