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
HITEC 2018 Reveals the True Importance of Integration
Larry Mogelonsky | July 25, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) HITEC this year took place in the hot and humid town of Houston, but the weather was never a deterrent for the 7,000 some odd attendees from all aspects of hospitality. Held during the third week of June, this foremost hospitality technology show was truly enlightening for where our industry is headed. As the convention starts to resemble the famed Consumer Electronic Show (CES) in breadth and scope, the good news this year is that software capabilities are becoming near-universal. Integrations are commonplace and vendors have taken on a 'spirit of partnership' where they recognize ...
Train Your Front Desk Colleagues to Be “Memory Makers”
Doug Kennedy | July 24, 2018
By Doug Kennedy The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest's stay every shift, every day. Whereas in the past, first impressions were made by a voice reservations agent or during a phone call to inquire about directions or hotel amenities, most guests find these needs met online. Therefore, the first human contact with your hotel is likely to be with the front desk colleague. Tech companies have for many years been trying to automate the guest arrival experience. First, front desk kiosks were placed in lobbies of some hotel brands, yet guests walked right by them even if...
5 Reasons Why Hotel Business Intelligence Is the Future
Hotelogix | July 23, 2018
It should come as no surprise that hospitality business intelligence is fast becoming the most sought-after technology in the hotel industry. And why not! Expecting miracles by merely collecting data is not the smartest way to go about doing things, today. Exploiting all the available BI technologies to derive insights that are most relevant to you, at the right time is what will fetch you results. But here's the catch. Even though it has become a buzzword, have we ever truly understood what Business Intelligence means, and why adoption of BI in hotel industry is as important? What is Business Intelligence? "The term Business Intelligen...
Tambourine’s Friday Freebie: Stop Hidden Costs From Driving Customers Away
Tambourine | July 20, 2018
Welcome to the Friday Freebie! Each week, we share one impactful hotel marketing tactic that you can implement immediately to drive more conversions and more revenue. This week's Freebie: Don't wait until guests press 'Book Now' in your booking engine to announce new charges. Present all costs, including resort fees, as soon as possible. Nothing kills a customer's trust and transaction faster than hidden costs. By now, we all know that travelers are looking for a seamless purchase, as well as full transparency in their transactions. They want to know that by the time they pull out their credit card, they're certain how much their room w...
ALICE Provides The San Luis Resort the Technology Upgrade to Offer More Than ‘Just’ A Beach With Consistent and Reliable Service
ALICE | July 18, 2018
The San Luis Resort, which consists of three properties and Convention Center, has selected ALICE to enhance their internal communication, concierge operations, and guest engagement at their beachfront property. 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, The San Luis Hotel communicated with radios and documented guest and internal requests manually. The hotel...
Staying Aware of New Housekeeping Legislation
Larry Mogelonsky | July 18, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) The housekeeping department more often than not represents the heart of a hotel's operations as a clean room is an essential part of guest service delivery. Moreover, it's backbreaking work with wages that aren't exceedingly high, while the room attendants themselves can be put in compromising situations as they roam the corridors by themselves. It would appear, though, that labor unions throughout the United States are starting to gain ground with new legislation in several territories that mandate enhanced protocols for housekeepers' safety. Given this momentum, no matter your mu...
Les Clefs d’Or Member, Laura Cunningham, Shares Her Thoughts on the Opportunities, Challenges, and the Future of the Concierge Industry
ALICE | July 15, 2018
ALICE sat down with Les Clefs d'Or member and Chief Concierge of The Dewberry in Charleston, Laura Cunningham, to discuss the current opportunities and challenges for the concierge, the impact of technology on the profession, and the future of the concierge industry. What brought you to the hospitality industry and the concierge profession? Someone once told me, make your hobby your job. I've always had a passion for traveling and experiencing a destination through the eyes of a local. Someone recommended I start a career behind the concierge's desk and I haven't left. I love exploring all of the incredible restaurants, neighbor...
Voice of the Guest: How Data Informs the Hotel Guest Experience
the Author | July 12, 2018
By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs What makes an exceptional guest experience? This is the question hoteliers find themselves continuously striving to answer as they work to refine (and evolve) their service offering. However — this is also a question that can garner countless different answers, depending on which guest you ask. The better question for hospitality experts becomes, what tool or methods can provide hoteliers with critical insights if they had the opportunity to ask every prospective guest what matters most to them? In other words, how can hoteliers capitalize on the fruits of an...
Enhancing Your Coffee Service With Ten Tips
Larry Mogelonsky | July 11, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) One of the most important elements of a modern hotel property is its coffee service, both within the guestroom and at any restaurant outlet. Given this beverage's significance in everyday life, it's a definite no-no for a hotel that cuts corners in its procurement and preparation of this brown elixir. Hardly a drug, though, coffee is not only big business but an aspect of our culture that continues to evolve. To witness this evolution, look no further than guests' expectations for a property's in-room coffee and tea service. Within the past decade, we've seen a migration from metal ...
The Hotel Business Rebuilds Servuction
Georges Panayotis | July 10, 2018
By Georges Panayotis What if it was all for nothing? What if living an unforgettable stay experience, which one will absolutely want to repeat, depended only on impalpable elements? A functional and attractive aesthetic product is now the bare minimum to attract and retain customers. While it is absolutely necessary, it is not enough. For the customer, these services are self-evident. Comfort, ergonomics, a sense of security are essential to good accommodations. But it is necessary to have a more global and far-reaching vision with a broader focus; offering an accommodations product now means providing a universe, a whole that can meet ...
Angie Hospitality to Participate in Industry Expert Tech Panel at NoVacancy Expo in Sydney
Angie Hospitality | July 10, 2018
Angie's Michael Vargosko to join other hospitality industry thought leaders in panel discussion on the state of hotel technology and what the future holds SYDNEY – July 10, 2018 – Angie Hospitality, developer of the world's first enterprise-class, cloud-managed interactive guest room assistant, built specifically for the hospitality environment, announces that its Head of Global Sales, Michael Vargosko, will participate in a "Tech Panel" educational session at the NoVacancy Accommodation Expo, taking place July 17th and 18th at the ICC Sydney Exhibition Centre in Australia. The presentation, entitled "What's New, What's Hot,...
Ten Tips to Boost Your Public Relations Efforts
Larry Mogelonsky | July 5, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Having recently attended this year's HITEC as a media representative, I was bombarded with hundreds of emails over the past few weeks from those interested in garnering just an ounce of my attention to have me publish their materials. How can any single release stand out? Thinking of all the hours that are spent by hotel managers and public relations agencies in preparing this material is mortifying, especially since 99% of these well-crafted pieces of literature will be trashed without the recipient ever getting beyond the headline. What a waste! Moving forward, as the general mana...
Are You Really Customer Centric?
ProSolutions | July 5, 2018
By Jana Love Recently, I personally had a not even close to satisfying customer service experience at a place where they boast they deliver, "The Luxury Hotel Experience," with "Unparalleled Service." Sadly, they over promised and way under delivered. This experience (or lack there of) has left me searching for the businesses that get and deliver a Customer Centric Experience. (The sad puppy eyes tell all...) Do I start with what Customer Centric means, because I feel like there are a lot of companies out there that give this responsibility to the sales and customer service departments only, when in fact, this is the...
Five Real Ways to Personalize the Guest Experience
Chamberlin Public Relations | July 2, 2018
In spite of the impressive growth of loyalty programs and the stacks of membership cards we all have in our wallets, travelers don't want to be just a number in a business' computer. Hotel guests want to be recognized as individuals with unique tastes when they check in, and throughout their stay. While it used to be hard to personalize the guest experience, the abundance of information that guests share both directly and indirectly with hotels has made it easier than ever to learn what a guest's preferences are, and to personalize their stay to their tastes. 1. Use the property management system and loyalty program to keep notes on wha...
A Welcomed Metamorphosis of the Chief Human Resources Officer Function
Thomas Mielke | July 2, 2018
By Thomas Mielke In the late 19th and early 20th century, the French-American duo of mathematicians Henri Poincaré and Norbert Wiener investigated how minor changes can trigger an unpredictable chain of events that lead to significant consequences on a grander scale. This phenomenon is known today as the "Butterfly Effect" - a term coined in the mid-1970s by another American mathematician, Edward Norton. Norton was also a pioneer in "Chaos Theory", studying the behaviour of dynamical systems that are sensitive to fluctuations in their internal and external conditions. And, what are today's businesses and o...
Guestware Delivers the Personal Touch for Radisson Blu Hotel, Bucharest
Guestware | July 2, 2018
Rapid Response to Guest Requests, Pre-Arrival Guest Detail Reports, Operations SMS Communications Give Radisson Blu, Bucharest Staff Power Tools for Guest Service July 2, 2018 – When guests check into the Radisson Blu Hotel, Bucharest they are surprised at the friendly, personal way they are received. If they stayed there before, the staff recognizes them and knows many of their preferences. First-time guests are impressed with the staff's professionalism and how quickly they respond to requests. "We use Guestware to connect our property teams and track all operational incidents and guest requests. Communications between departme...
Building Customer Loyalty in Restaurant Operations
June 27, 2018
By Frank Schuetzendorf A conversation with Werner Küchler, Director of Paris's Relais Plaza restaurant. Walk along the gallery leading from the hotel's lobby towards the restaurant, and you will see photographs of Marlene Dietrich, Catherine Deneuve, Tom Hanks, Sharon Stone and many other well-known figures posing with Küchler— not the other way around. Werner Küchler has met, served, and conversed with the world's great, rich, and famous. He has even sung to them. As director of the Relais Plaza at Paris's iconic Hôtel Plaza Athénée, Küchler is one of the few remaining truly celebrated rest...
Ten Reasons to Love the Hospitality Industry
Larry Mogelonsky | June 27, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Have you ever sat back for a moment to reflect on the hotel business and what first drew you to it? With all its ups and downs, could you think of any other business you would rather be in? These are important questions to ask because nowadays it would seem as though our industry is collectively having a harder time engaging young students to pursue a career in hospitality. As someone who admittedly has never been at the helm of a property with the exception of short term MOD responsibilities, I feel as close as anyone can be to hotel management. Yet I recognize that it is not the s...
You Might Go Faster Alone, but You Go Further With Company
Georges Panayotis | June 26, 2018
by Georges Panayotis In reality, what are Google, Amazon, Facebook, Apple or AirBnb? Technology companies? No! They represent new ideas and a bold vision of entrepreneurship! But also and especially a reflection, a strategy, research and development centered on the customer experience. These companies have based their dazzling success on taking into account customer needs and experience design upstream, during and after. By responding quickly, efficiently and smoothly to the customers' needs, or even by anticipating them thanks to a pointed knowledge of their needs and relevant and efficient use of their data. The former model of pa...
Round 3: Your Customer Service Questions Answered
ProSolutions | June 26, 2018
by Katie Scheer Here we go again! Thrilled to bring you the third in this popular series. This time we are focusing just on customer service communication. Why? Good communication is the foundation for all good customer service. It's that simple. By the way, no worries if you missed reading the first two because we have links to them below. 1. Some of my customers are very long-winded, and I don't have a lot of time to sit and listen. Tips or feedback? Here's the deal- everyone's busy, and time is a precious commodity to all. So this does not mean that your time is of higher value than your customers' time; therefore...
Hotel Interurban Selects ALICE to Achieve Guest Satisfaction and Hotel Excellence From the Moment Doors Open
ALICE | June 25, 2018
The newly opened Hotel Interurban has selected ALICE's suite of products to streamline hotel operations and elevate the guest experience. 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. Located a few miles from the Seattle-Tacoma International Airport in Tukwila, Washington, the adoption of ALICE's suite of hotel technology continues Hotel Interurban's focus on elevating the guest experience wi...
Three Ways the Customer Experience is Influencing Hospitality Design
Andrew Simmons | June 25, 2018
By Andrew Simmons, hospitality studio director at Nadel Architects At a staggering 56 million, millennials are the largest portion of the U.S. workforce and Gen Z is now the largest percentage of the general population. With the increasing desire for experiences and socialization trumping all else, whether it's the desire to engage in a local scene or create an Instagram moment, the world is scrambling to adapt in order to capture their spending power. These desires are changing how hotels are being designed due to the shifting societal priorities, which are trending toward three things: the destination and overall experience, economy o...
Hoteliers Guide to Finding and Eliminating Bedbugs
Raymond Web | June 21, 2018
by Raymond Web Managing a hotel is a huge task and comprises of numerous activities. There can be many instances where you may hit the panic button — one of them being a bedbug infestation. Whether you have bedbugs or not, you need to have a plan of action so that you are prepared when the bedbugs do strike. In this article we will address how to find bedbugs and what to do to exterminate them. Steps to Inspect for Bedbugs in the Hotel Inspect the Complete Room Bed and Mattress Don't just flip the mattress to look for bedbugs. They tend to hide in the joints of the bed frame and along the slats. Inspect them with a flashlight...
What Prix Fixe Menus Can Teach You About the Psychology of Choice
Larry Mogelonsky | June 20, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Choice is a tricky thing. Confronted with too much of it and you are stymied by indecision. Yet faced by too little and you feel shortchanged or indifferent to the whole buying process. It's all about finding that happy medium, and to help you decipher this golden mean there's better place to start than by examining how prix fixe menus subtly work to build revenue and customer satisfaction. The best prix fixe menus not only feature a restaurant's signature dishes as selected and perfected by your chefs, but they also offer a few options within broader course grouping. For instance, ...
