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
Intelity Named HTNG 2018 TechOvation Award Semi-Finalist
Intelity | February 8, 2018
Intelity Voice Request ranked in the Top 3 'Most Liked' product submission videos by the public; Winner to be named at HT-NEXT in March in San Diego [Orlando, Fla. – February 8, 2018] — Intelity, designated as the Official Forbes Travel Guide Mobile and In-Room Technology, was named a 2018 TechOvation Award Semi-Finalist by Hospitality Technology Next Generation (HTNG) this week. The award program recognizes companies for innovative products new to the marketplace from 2017 or coming in 2018. Intelity is one of 10 semi-finalists vying for this top honor. Intelity's Voice Request video submission was ranked among the Top 3 "M...
6 Presentation Tips for Leaders Who Fear Speaking at Meetings or Conferences
Cathy Cook | February 7, 2018
By Cathy Cook In my early years as a Front Office Manager I remember how confident I used to be at running a meeting while I sat down at the conference table with my staff all circled around me. I had my agendas all passed out as I led the discussion, ticking off the agenda items one by one with my staff actively participating throughout. My meetings went off without a hitch! BUT – if I had to stand up in front of my staff (that I was totally comfortable with daily) I would crumble! I would perspire, forget what I had to say, I couldn't focus, I certainly couldn't make any decisions. I was mush. And GOD FORBID if I had to do this ...
Costa Rica Plays a Significant Role in the Experiential Travel Trend
Kacey Bradley | February 7, 2018
By Kacey Bradley Costa Rica Plays a Significant Role in the Experiential Travel Trend More people look to experiential travel to invest in themselves every year. Travelers desire a more unique, engaging and authentic immersion in adventure and culture, to be within the everyday essence of a site rather than sight-see. These travelers increasingly turn away from traditional pre-packaged destination brochures. Today, the travel industry offers more interconnected travel experiences, and though technology may isolate individuals, it also brings them together. Apps possess the power to connect travelers with natives to gain tips on enjoying...
Does Search Engine Marketing Actually Work for Hotels?
Larry Mogelonsky | February 7, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Search engine marketing (SEM) can be highly profitable, but only when properly executed and when hoteliers are actively engaged with the people who manage their Google Adwords campaigns to carry out what's needed for true success. As a general manager, this starts by asking three questions to your director of marketing: Can you tell me, unequivocally, that the money that we are spending in SEM is generating better returns than the rate of commission paid to the OTAs? What percentage of our SEM budget goes to buying our own brand name – that is, the 'bottom-of-the-funnel' &n...
Hotel Beacon Taps Guestware for Fast Guest Response, Personalized Property Experience
Guestware | February 6, 2018
Higher TripAdvisor Scores Show Hotel Beacon Guests Value Personal Service, Fast Request Fulfillment February 6, 2018 – When the Hotel Beacon completed its most recent upgrade it wanted a way to fulfill guest requests fast. The busy 278-room Upper West Side property installed Guestware to seamlessly connect guests with hotel team members to improve the guest experience. The result today is higher TripAdvisor scores and a new ranking in the top 60 best NYC hotels. "Our guests are experienced travelers who expect a comfortable stay. Many are here for the Metropolitan Opera and New York Ballet. Guestware helps us respond to any reque...
Grupo Posadas Partners with ALICE to Standardize Operations Across Their Portfolio of 147 Properties
ALICE | February 5, 2018
The ALICE platform will allow Posadas to increase accountability and operational efficiency for all hotels across the eight Posadas brands via a unified and shared technology platform New York, NY — February 6, 2018 — Leading hospitality operations platform ALICE has been selected by Grupo Posadas S.A.B. de C.V., the largest hotel operator in Mexico, to power operations for their portfolio of 147 properties. Uniting all eight of Grupo Posadas' hotel brands with a robust technology platform will support and improve standardization of operations across the group and provide for insights from guest request and staff performance...
Tourism Tidbits: Customer Service: Going Beyond the Expected
Dr. Peter Tarlow | February 1, 2018
by Dr. Peter Tarlow Leisure travel and tourism are all about turning dreams into realities. Be it the traveler seeking adventure, spirituality, knowledge, or relaxation, all travelers are united by certain commonalities. Among these is the fact that the person has sought out this experience, and has chosen a specific locale. Destinations that forget this basic principle are bound to disappear. In fact it does not matter if the Travelers seek the enchanted moments, or dreams turned into memories, how we treat the person will set not merely the tone for the trip but also the person's willingness to return. Some of the main reasons that tr...
Twelve Useful Tips for Hotel Renovations
Larry Mogelonsky | January 31, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) With the kids gone, it was time to follow the footsteps of many other boomers and downsize to a condominium. What started as a mere paint job, however, morphed into a $150-per-square-foot renovation of the entire apartment comprising appliances, lighting, flooring, soft goods, mirrors, kitchen and plumbing fixtures. What we ended up having on our hands was a genuine case of 'scope creep' – something not uncommon in any property refurbishment. Hotel renovations are a necessary dread of our industry in order to keep apace with the constantly changing décor trends, star ra...
Angie Hospitality, 2017 TechOvation Award Winner, Returns as Gold Sponsor of HT-NEXT 2018 Conference
Angie Hospitality | January 30, 2018
Creator of industry's only purpose-built interactive guest room assistant partners with leading hotel technology conference as sponsor of 2018 event SAN JOSE, Calif. – January 30, 2018 – Angie Hospitality, developer of the world's first enterprise-class, cloud-managed interactive guest room assistant, purpose-built for the hotel environment, is announcing its sponsorship of HT-NEXT 2018, taking place in San Diego from March 12-14 at the Manchester Grand Hyatt. One of the fastest growing industry events, the three-day conference combines Hospitality Technology's Hotel Technology Forum and HTNG's North American Conference to o...
How is the Hotel Industry Using AI to Provide an Awesome User Experience?
Mitul Makadia | January 29, 2018
by Mitul Makadia In the 21st century, industries that remain adamant about integrating new technological revolutions are most likely to regress in their course of development. Businesses across the globe have realized how important it is to include contemporary digital technology to drive constant growth and revenue. The last decade has seen incredible innovations and breakthroughs in the landscape of digital solutions. One of such compelling technologies is called Artificial Intelligence (AI). Often misconceived as a replacement for human power, the concept of AI as a technological aid is much larger, wider and pervasive. It has create...
Let’s Revisit This: Are You a WINNER or a LOSER?
Katie Scheer | January 25, 2018
By Katie Scheer The start of a new year brings a higher drive to succeed as goals are made and strategies are set, so it's fitting to revisit what it takes to be a winner. Let's win this year by achieving our visions for 2018. I am competitive and hate to lose - personally, professionally, and athletically. "Losing" doesn't necessarily mean I lost; instead, it might mean I defeated myself because I didn't try hard enough, dwelled too much on mistakes, and more. When I don't "win," I learn from my mistakes, pick up the pieces, and create the game plan for how to do things different next time. I hav...
Your Hotel Has a Score or Ranking So Why Shouldn’t Your Guest?
Terri Miller | January 25, 2018
By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs The hotel industry dramatically changed with the launch of TripAdvisor in 2000. Today, the site is one of the largest recognizable brands in the world, with more than 315 million members and over 500 million reviews. While initially reviews were just a small part of their rollout – the site debuted with a button that asked travelers to add their own reviews. Guests embraced the concept and TripAdvisor is now one of the key instruments in measuring guest experiences within the industry. Today, the notion of soliciting user generated content, specifically for t...
Beekeeper’s ‘Bee School’ is Back in Session
Beekeeper | January 24, 2018
'If Not You, Who? Cracking the Code of Employee Disengagement' will kick off the 2018 Webinar Series on January 31 taught by Best-Selling Author and Employee Engagement Expert Jill Christensen SAN FRANCISCO, CA JANUARY 24, 2018 - Employee engagement is a big buzz word in hospitality, but few hoteliers truly understand its meaning. It's not just about satisfying employees; satisfied employees are there to "get" something from employment, but engaged employees are there to "give" something to the organization and its customers. In hospitality, an engaged employee will do everything possible to ensure an exceptional guest experience. It's ...
Learning from Sushi Master Jiro
Larry Mogelonsky | January 24, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) I trust that many of you have seen the beautiful, 81-minute documentary called "Jiro Dreams of Sushi" which was produced in 2011 (if not, look for it on Netflix). The film discusses the life and opus of Jiro Ono, the 85-year-old proprietor of Sukiyabashi Jiro, a 12-seat sushi restaurant located within Tokyo Ginza subway station. The restaurant does not even have its own washroom, and yet it has been awarded three Michelin stars, with Jiro being the oldest chef ever to obtain this level of prestige. How did he do this? While the movie will explain his methodology and philosophy in de...
Opening Doors and So Much More
the Author | January 23, 2018
By Magnus Friberg CEO, Zaplox In today's modern landscape, constantly evolving with increased technological innovation and demand, we all have a world of choice at our fingertips. Businesses are constantly breaking new ground, embracing rapid marketplace change and redefining the consumer experience. With this realization, comes an increased competitive demand to remain ahead of the curve for each emerging trend, and the hotel and travel industry is no exception. After all, if you're late to embrace a trend that proves to be a defining factor in a positive customer experience, you could lose that customer entirely. So, ask yourself: Wha...
The Carnegie Hotel Modernizes its Business Center Solution with Microsoft Surface Pro Tablets
The Carnegie Hotel | January 23, 2018
January 23, 2018 – New York, NY – The use of tablet computers has exploded in recent years, with good reason: Tablets are fantastically powerful business tools, which is why more and more businesses are turning to them for their everyday IT needs. Tablets such as the Microsoft Surface Pro also provide space saving technologies and a pleasing user experience; which is why they are the platform of choice at the Carnegie Hotel in New York City. The Carnegie Hotel is a modern and intimate boutique NYC hotel for the discerning business traveler. With an atmosphere of polished elegance, fine architecture, and custom designed Itali...
Six Ways to Design a Winning Guest Experience
JLL Real Views | January 22, 2018
Even grand can be bland for today's experience-driven hotel guests, who prefer unique amenities and good connectivity over sheer aesthetics. Amid fierce competition from alternative accommodation providers like Airbnb, the industry is getting the message. To address the competitive threat, hotel owners and brands continue to look for innovative ways to differentiate their hotel with technology, unique design and creative operating solutions—with the ultimate goal of increased revenue, great guest experience and loyalty. Global hotel groups are responding by creating a flurry of new sub-brands as well as re-evaluating existing bran...
Hotel Tech in 2018: Tools and Technologies to Remove Friction and Deliver Value
Expedia.com | January 18, 2018
By Arthur Chapin Simply keeping up with the digital expectations of today's tech-savvy consumer is no longer an option. Exceeding those expectations is a travel industry imperative and an opportunity for hotels to focus on the only thing that truly matters to consumers: the end-to-end guest experience. One reason for the growing consumer adoption of new technologies is their growing digital impatience and expectation for instant responses, answers and solutions to their queries and purchasing requests. Underscoring this is the growing adoption of digital assistants. Today, 62 percent of consumers are comfortable with an AI application r...
Taking Another Look at Airbnb’s Advertising
Larry Mogelonsky | January 17, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) I have to hand it to the folks running Airbnb. Their brilliance in communicating their message makes all of us in the hotel business look a bit amateurish. And incredibly for that matter, Airbnb's latest TV missive has nothing to do with travel or even accommodations. For those who have restricted their television viewing to Netflix or other streaming services and have missed the advertisement, here's a short synopsis. The ad depicts an retired couple talking about how renting out a room in their home helps them keep up with payments. It goes on to suggest that Airbnb is helping tho...
The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts – The Human Heart
Doug Kennedy | January 17, 2018
By Doug Kennedy As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Although I have clients across all segments of lodging, many of my clients are in the ultra-luxury five star or five diamond categories. Once thing I have learned is that the level of authentic and genuine hospitality, which travelers treasure the most, has little to do with the number of stars or diamonds hanging on a plaque behind the front desk. In fact, I've experienced some of the most memorable service encounters at economy lodging properties, whereas I find that hospitality too often falls short at ult...
Live! Casino & Hotel Selects KEYPR as Guest Experience Technology Partner
KEYPR | January 16, 2018
New Live! Hotel to deploy KEYPR's cloud-based platform which brings the latest guest experience technology to the hospitality industry Los Angeles, CA (Tuesday, January 16th) -- KEYPR®, the leading cloud-based technology platform for the hospitality industry providing an integrated end-to-end experience for guests and staff through embedded and mobile devices, announced today that Live! Casino & Hotel, one of the largest commercial casinos in the country, will deploy its expansive hospitality platform at the new Live! Hotel, which is set to open in Spring 2018. "After conducting a thorough and extensive search, we have deter...
How a Small Guest Services Team Delivers Five-Star Service
ALICE | January 10, 2018
Luxury Napa Valley hideaway Milliken Creek Inn & Spa, a member of the prestigious Four Sisters Inns collection, is using ALICE's concierge technology, ALICE Concierge, to help their four-person front desk team provide guests with the kind of exceptional concierge service expected of a much larger team. Guests of Milliken Creek Inn, a 12-suite boutique that sits on a lush three acres overlooking the Napa River, count on the property's guest services team to help them take full advantage of everything this idyllic wine country hotel and locale have to offer. For the Inn's four front desk staff (who not only double as the property's co...
Why Your Guests Return, and Why They Don’t: Your Employees
Chris Dornfeld | January 10, 2018
By Chris Dornfeld Every company, to a greater or lesser extent, has to be about customer service. In the hospitality industry, it's much simpler than that. Hospitality is customer service. The people who make or break that guest experience are, of course, your employees. And not so much your highly trained, top-dollar employees, but those on the phones and on the floors and in the rooms day after day after day, interacting face to face with your guests. Those are substantial stakes. It's a grand opportunity if your employees are up to It. It's a curse if they're not. For the sake of your business, they have to be. And given the nature o...
Hotel Trends in Technology for 2018
Larry Mogelonsky | January 10, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) We all know that the future holds many fascinating possibilities about what can be adapted to improve the overall guest experience. The question is what should be acquired and implemented. With this as a guide, I've selected the following hospitality technology trends for the coming year not wholly on wow factor but far more so on practicality and ROI. 1. Wielding Your CRM It's been a long road from simply trying to comprehend what a CRM is to full data terminal integration and leveraging the inferences based from these interconnections. In 2018, those ambitious hoteliers who have f...
