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
Love and The New Age of Service
Steven Ferry | December 1, 2015
By Steven Ferry Much attention has been placed by training departments of luxury hotels and resorts on bringing new hires up to the required standard of superior service. This is no small challenge in some areas, given the lack of familiarity of the new hires with high-end lifestyles, the expectations of those who live them, and the general state of education and society in general. This article delves a bit deeper into one fundamental in such service: staffs who really are full of joy and passion for their work, which is partly a matter of motivation and partly a matter of EQ skills. We have always taught that there are four levels of ...
The Battle Between Full-Service and Limited-Service Properties
Larry Mogelonsky | November 25, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) While travelling on business earlier this quarter, I took it upon myself to compare two outlets of a major chain (without mentioning any names in specific) – one was part of their full-service collection while the other was a member of one of their limited service brands. In both instances, I was alone and my stay was merely for a night and breakfast, arriving after dinner and departing the next morning. Accordingly, my comments relate mostly to a typical business traveler who sees the hotel as an accommodation necessity, rather than the leisure traveler who may be more inclined to in...
Customer Service Training Is a Waste of Time
Bryan K. Williams | November 23, 2015
By Bryan K. Williams It's amazing how many companies waste their time and money on customer service training. Year after year these companies bring their staff together for an annual meeting. At these meetings, a hired speaker or company leader gives a keynote about exceptional customer service, and depending on the effectiveness of the speaker, the audience may genuinely be motivated. Hey, they might even learn a tip or two. Then…nothing. The staff returns to work, and absolutely nothing is different. The leaders hope that this periodic training will be enough to create a strong culture. Nothing could be further from the truth. ...
Loyalty Program Gamification
Larry Mogelonsky | November 18, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Gamification is a buzz word that has been embraced by many industries over the past few years. It denotes ways in which websites and mobile apps can harness the power of gaming mechanics to enhance their own brand's digital user experience. The goal is simple: heighten consumer interactions by making the platform more exciting…and even addictive! It's something that video games do especially well; by capitalizing upon our desire for instant gratification, these systems can go from amusing to addictive. When was the last time you heard a loyalty program described as addictive? Certain...
Interfin Selects SmarTV as Technology Partner for In-Room Guest Experience at Hotel Granduca Austin
Exceptional Innovation | November 12, 2015
Westerville, Ohio – Nov 12, 2015 – Interfin, a Houston based, diversified real estate company has selected The SmarTV Company, LLC (SmarTV) to provide its guest entertainment and engagement platform at the Hotel Granduca in Austin, Texas which opened to the public this week. The GuestSmarTV IPTV solution and interactive guest-facing technology has been installed at the 194-room luxury Austin hotel, continuing the Granduca Hotels' tradition of offering exceptional service. The GuestSmarTV IPTV solution provides all 194 guestrooms and suites with instant access to digital entertainment including Video On Demand titles, an inte...
100-Point Wines As A Marketing Tool
Larry Mogelonsky | November 11, 2015
By Larry Mogelonsky, MBA, P. Eng, (www.lma.com) When it comes to wine, numbers are important. Those who are aficionados understand ratings issued by Wine Spectator, Robert Parker, Wine Advocate and so on. (New entrants are also coming onto the scene to guide beginner oenophiles on their quest for grape enlightenment; try playing around with the mobile app 'Vivino'.) Each of these well-known resources ranks vintages every year based upon their staffs' finely tuned and trained palates. The rating scales used tend to be logarithmic in design whereby an 88-scoring drop – while quite acceptable for the average person – is really ...
Hotel Financing In Four Practices
Larry Mogelonsky | November 4, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) There are many ways to assess and categorize the strengths and weaknesses of a hospitality business. Allow me to present a slightly different and holistic way of organizing how you approach the daunting task of where to allocate funds for the next cycle. For one, we tend to drill down to the minutia of a venture. I am confident that any GM knows the intimate details of the variable cost of each amenity, the labor costs at the front desk or even the number of yards of drapery fabric required per room for an upcoming renovation. After all, it's our business to know such detailed metrics, and ...
Strand Hospitality Assumes Management of Holiday Inn Express & Suites Atlanta Downtown in Georgia
Bryan K. Williams | November 3, 2015
November 3, 2015 - Strand Hospitality recently assumed management of the Holiday Inn Express & Suites Atlanta Downtown. This 173-room historic hotel, built in 1918, has been recently renovated offering both new innovations and historic charm. Located in the heart of Atlanta, the hotel is an easy walk to Philips Arena, Georgia Aquarium, and many other attractions. The property has 4,000 square feet of meeting space, including the rooftop Savannah Room with great views of the city. Strand is excited about the opportunity to build upon the successes of this great property. ...
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Marketing Technology Provider, Spring Metrics, Announces Rebrand as Spring Engage
Spring Engage | October 30, 2015
October 30, 2015- Spring Engage, formerly known as Spring Metrics, is excited to launch their new brand with continued growth in the hospitality market. The marketing technology company, located in downtown Raleigh, NC, announced the new look at a recent anniversary celebration. Spring Engage will continue to be a leading provider of solutions that enable hotels to increase engagement and build relationships online with a targeted and intentional approach. The change was fueled by the company's expansion within the hotel market, and represents both the value provided with their current solutions as well as future product releases. The c...
Branded Books To Leave Lasting Memories With Guests
Larry Mogelonsky | October 28, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) I have written and am well aware of the numerous ways that properties focus their attention on building their sense of arrival – that is, the initial impression a hotel makes on a guest. These might include beautiful flower arrangements, warm smiles and effusively welcoming staff members. The expression I use to denote why we hoteliers should focus on delivering an excellent sense of arrival is this: first impressions are first assurances. When a guest arrives at an establishment, having all operations in order comforts this visitor and sets a precedent for the remainder of the trip. ...
Hong Kong Airport Hotel Case Study: Front Desk Team Guest Experience Development
Learning Curve | October 27, 2015
INTRODUCTION Past the front door with a tip of the hat from the door man, a smile from the concierge across the way and onto the front desk. It's here where the real interactive guest experience begins. Consider yourself a guest: You've arrived at the front desk after 20 hours in transit and the airline has lost your bags, what do you expect from the check in experience? A smile, some small talk, a dash of proactivity, correct reservation details all served with a slice of empathy? It's time to find out what the guest's really want. Learning Curve has developed a 6 step Data Focused Training Project and working with Hong Kong's busiest ...
The Death of the Neck Tie
Larry Mogelonsky | October 21, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Is it just me or is the neck tie going out of style at the hotel workplace? Thinking more broadly, what is future for staff uniforms and how will any such changes affect guests' perceptions or expectations? There's much to consider in uniform design and what it means for a brand, so for now let's focus on that one central piece of chest apparel: the neck tie. Keep in mind that as a baby boomer who has spent most of his days living in and around the Eastern Seaboard of North America, I have perhaps a highly traditional opinion on hospitality neckwear. It used to be that anyone in hotel manag...
Love Your Work: Leadership & Service Excellence with Bryan K. Williams
Bryan & B.Williams Enterprise, LLC | October 19, 2015
Professionalism is about doing what you are supposed to do, when you are supposed to do it, whether you feel like it or not. Work is not meant to be something that is begrudgingly done or tolerated. It's easy to spot someone who work with joy in their hearts. They don't see their customer as an interruption of their work, but rather the purpose of it. Topics: Week 1: Be Consistent Week 2: WOW Somebody Week 3: Learn Preferences Week 4: Universal Service Rules Week 5: Own Your Work Week 6: Love Your Work Contact us to learn how you can bring Dr. Williams into your organization. You will receive a complimentary module from our popu...
100+ Preferred Hotels & Resorts Properties Rely on Digital Alchemy to Strengthen Guest Relationships
Preferred Hotels & Resorts | October 15, 2015
Independent Member Properties Use Custom Email Services, eSurveys to Build Guest Loyalty October 15, 2015 – Digital Alchemy, the leading provider of hospitality Customer Relationship Management, guest communications, and email marketing for hotels, announced that more than 100 Preferred Hotels & Resorts properties now use its suite of online guest communication and digital marketing tools. Digital Alchemy drives revenue through dynamic personalized 2-way mobile messaging, guest communication, marketing, and guest feedback and guarantees a 400% ROI on its services. Click here for information on Digital Alchemy. "Digital Alchemy...
The Power of Welcome Baskets
Larry Mogelonsky | October 14, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) "Welcome to our hotel! Help yourself to some complimentary drinks and snacks." This is what's being communicated on the surface whenever a guest arrives at his or her room and is delightfully surprised by a welcome bag or basket of food and beverages. But beneath the surface, it sounds a lot more like this: "Your business is truly appreciated. We understand that you're tired and perhaps mildly stressed from traveling, so relax and recharge your system in the tranquility of your own room while you plan your next move." In this sense, free in-room welcome baskets go a long way to build rappor...
The Power of Owning Your Work: Leadership & Service Excellence with Bryan K. Williams
Bryan & B.Williams Enterprise, LLC | October 12, 2015
There is something very special about seeing someone who cares about what they are doing, how they are doing it, and who they are doing it for. In this week's video clip, listen as Bryan discusses an experience he had with a phenomenal team member from Whole Foods. Some people mistakenly believe that exceeding expectations is a gradual step up from meeting expectations. It is not. They are actually two…different...things. If you want to exceed, then you must intentionally think of ways to exceed. Those who own their work always look for ways to exceed. Topics: Week 1: Be Consistent Week 2: WOW Somebody Week 3: Learn Preferenc...
Reinventing the Gin and Tonic – An Opportunity in its Subtleties
Larry Mogelonsky | October 7, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) A dinner party, an afternoon in the sun, happy hour after work or just a night out; it's time for a 'G&T', or a gin and tonic to be more precise. One might immediately think this cocktail as being a simple pour of gin (I'm particularly fond of Tanqueray No. 10) and sparkling tonic water on ice with a lime garnish. "Not so fast!" says Nader Chabaane, Mixology Director of the Fairmont Le Chateau Frontenac in Quebec City. The complexities of each of the drink's components: the gin, the tonic water and even the garnish provide an opportunity for endless variations. Such is the fact at the r...
Universal Service Rules: Leadership & Service Excellence with Bryan K. Williams
Bryan & B.Williams Enterprise, LLC | October 6, 2015
** Week 4 of 6: Universal Service Rules** There are three main service rules that I like to discuss. They are the Golden Rule, Platinum Rule, and Double Platinum Rule. The Golden Rule basically states that you should treat others the way YOU want to be treated. If I want to be treated nicely, then I should treat others nicely…if I want to have doors opened for me, then I should open doors for others…and if I want to be greeted with a big hug and high-five wherever I go, then I should give a big hug and high fives to others right?....Not so fast. Watch the video to learn more! Topics: Week 1: Be Consistent Week 2: WOW So...
Kennedy Training Network Announces Its First eLearning Course on New LearnerNation Platform
Kennedy Training Network | October 6, 2015
Hollywood, Florida – October 6, 2015 – KTN announced today a marketing alliance partnership with LearnerNation, a performance management system used by over 250,000 individuals in 2,300 organizations including Fortune 500's such as MasterCard, LG, Liberty Mutual, Pacific Gas & Electric, Southern California Edison, and luxury brands such as Cartier and Celebrity Cruise Lines. KTN will help promote the LearnerNation platform to its hospitality industry client companies and brands. "I have been involved with designing eLearning courses since the early 2000's," said Doug Kennedy, President of KTN. "So far most of the pro...
So You’ve Hired an Intern, Now What?
Larry Mogelonsky | October 1, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Interns are far more than just temporary recruits brought aboard to finish all the menial jobs piling up around the office. In many cases, there are laws preventing this kind of treatment – the sorts of laws stipulating that interns must complete 'meaningful labor' and that's inscribed by that terminology. Recently, I was approached by an eager hotelier looking to get the most of her shiny new autumn intern fresh from a premier university. This hotelier was in essence seeking a road map to help direct her own efforts in guiding the intern on a path of meaningful labor. After some deli...
Learn Preferences: A Leadership & Service Excellence Series
Bryan & B.Williams Enterprise, LLC | September 28, 2015
** Week 3 of 6: Learn Preferences ** by Bryan K. Williams One of the simplest, yet most overlooked ways to create a memorable experience is by using guest preferences. As you know, a preference is anything a guest likes or doesn't like. Preferences can range from a favorite drink to a name the guest would like to be called. In many ways, identifying and acting on a preference has the potential to provide an unforgettable experience. At the end of the day, all guests want to feel valued, appreciated, and cared for. Make it a habit to learn, at least, one preference each day, then act on it. Topics: Week 1: Be Consistent Week 2: WOW Someb...
Selecting a Hotel Brand: Why House Profit Margins Can Vary by Brand
Hans Detlefsen, MPP, MAI | September 25, 2015
By Hans Detlefsen, MPP, MAI Contributors: Emiliia Gordiienko, Yoshihiro Kanno, Devanjali Luthra, and Anjali Peterson Introduction Does hotel brand selection significantly affect your investment returns? Do different brands within the same chain scale produce different profit results? These questions were the focus of a recent hotel brand comparison study conducted by Hotel Appraisers & Advisors (HA&A). Researchers at HA&A analyzed more than 500 hotel financial statements from across the United States. Our research focused on evaluating the importance of brand selection for hotel investors and developers. We studied the prof...
When Hoteliers Become Heroes – Are Your Staff CPR Trained?
Larry Mogelonsky | September 23, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Don't dismiss this so hastily; it could happen to you. On the unusually warm spring night at New York's Hotel Pennsylvania, Security Supervisor Ruben Hernandez had just begun his shift when he received an urgent call for help. The call was for an unconscious male, not breathing and not showing a pulse. Ruben immediately removed the onsite automated external defibrillator (AED) from its box and responded to the location. Upon arrival, he and his fellow Security Officer, Danny Sandoval, began administering cardiopulmonary resuscitation (CPR). After numerous CPR attempts failed to revive the g...
Exceptional Leaders PLUS Exceptional Service = A Successful Season!
Bryan & B.Williams Enterprise, LLC | September 22, 2015
Join Dr. Bryan Williams for a leadership and service excellence training that will educate, inspire and challenge you and your staff to deliver world class service. Two Locations! October 26, 2015: Hilton Naples – Naples, Florida October 27, 2015: Palm Beach Convention Center – West Palm Beach, Florida TWO SESSIONS! *Leading a 5-Star Service Team This session is focused for leaders will review the leadership skills and competencies needed to lead a 5-star caliber team. Special emphasis will be placed on proven techniques and processes used by highly effective leaders worldwide. Learn how to: Build a team of highly eng...
