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
Attention! How to Reach and Engage the Hotel Industry’s Newest Prime Audience: the Military
Christian Kuhn | October 23, 2013
By: Christian Kuhn, vice president of marketing, Homewood Suites by Hilton The hotel industry is a constantly evolving sector, with brands always seeking ways to attract new customers and establish loyalty with guests. While broad demographics such as business and family travelers continue to be top targets for hotel marketing programs, there is another large, untapped demographic of leisure travelers that is catching the attention of many hotel brands - active and retired military. There are more than 25 million active and retired members of the military in the U.S., and they are a prime target for hotel brands as they use their own mo...
Lack of Directional Signage In Major US Airports A National Disgrace For Tourism and Hospitality
Doug Kennedy | October 21, 2013
by Doug Kennedy As a conference speaker and hospitality industry trainer, I have often experienced the anxiety of flying into a foreign country with a different language for the first time. Although I (regrettably) have not yet managed to learn any languages beyond my American English, I cannot once remember flying into an airport that I could not easily find my way around. Whether landing in Sao Paulo Brazil, Sophia, Bulgaria, Kuala Lumpur, Malaysia, Kiev, Ukraine, Moscow, Russia, Singapore, and more westernized cities such as Paris, London, Frankfurt and Florence, I have never once had a problem finding my connecting gate and/or findi...
Industry Preview: Customer Engagement Technology World (CETW) 2013
Customer Engagement Technology World (CETW) | October 14, 2013
By Lawrence Dvorchik,General Manager & Chief Content Officer, Customer Engagement Technology World What can you expect at Customer Engagement Technology World (CETW) this year? You'll be interested in hearing from South by Southwest (SXSW) Events' Scott Wilcox, a member of the Board of Directors for SXSW and their Director of Technology, about how they create communities through myriad technologies, including mobile apps, digital signage, social media, kiosks, Wi-Fi, streaming, RFID, QR codes, and a host of custom software. A big theme of the event is Customer Engagement Must Be 360 Degrees, 365 Days a Year, an issue that Dunkin' D...
Stories of Genuine and Authentic Hospitality From The Choice Hotels 2013 Regional Conferences
Doug Kennedy | October 1, 2013
by Doug Kennedy As a conference speaker and hotel industry trainer, I spend a lot of time on the other side of the front desk and know all too well the many situations, circumstances and downright quandaries business travelers can find themselves facing from lost luggage, forgotten items, and challenges en route. As a father of two now teenage children, I also understand the challenges that even leisure travelers can come across when staying at hotel. Over the many years I've worked in the hotel business I have grown to better-understand the "stories" our guests are living out every day on the other side of the front desk, at the other ...
Chestnut Hotel, a Brand-New Boutique Property in Morgantown, WV Celebrates Grand Opening
The Chestnut Boutique Hotel | September 28, 2013
MORGANTOWN, WEST VIRGINIA – The Chestnut Hotel, located in the heart of downtown Morgantown, celebrated the official Grand Opening this week. As Morgantown's only boutique hotel, the venue has already received excellent reviews from out-of-town guests and the local community through TripAdvisor and YELP. Located at 345 Chestnut Street, the hotel is just steps away from local shopping, theatre, museums and transportation. The property features 41 oversized guest rooms and suites. Each room is uniquely decorated, and includes luxury bedding with Tivoli Elegance Pillow-Top mattresses, 42-inch LED television with DIRECTV, in-room safe, co...
Three Steps to a Better TripAdvisor Rating By Jean Francois Mourier
REVPAR GURU | September 20, 2013
By Jean Francois Mourier September 20, 2013 Booking a hotel room online requires a strong level of trust on the part of the consumer, because they aren't able to see the property until they arrive on their check-in date. This makes sites like TripAdvisor a very valuable tool for consumers. In fact, 86% of respondents to a recent MSNBC survey said that they rely on the reviews that they find on TripAdvisor (or other similar travel sites) before they make a purchasing decision. According to ehotelier, an increase in your property's TripAdvisor rating can have a drastic impact on your revenues. If a hotel increases its TripAdvisor review s...
The Hotel Employee Curiosity and its Effect on Differentiation of Hotel
| August 21, 2013
by Osvaldo Torres Cruz August 21, 2013 One of the advantages which the Hotel obtains from experiential hospitality is to perceive the guest in a different way, achieving to get to his emotional world where never before anyone had searched and hence, discover what never before anyone had found out: his hopes and aspirations, therefore, the Hotel will be able to offer what no other hotel had never before offered: his emotional balance. The knowledge of the emotional universe of the guest, i.e. their stimuli, sensations, perceptions, emotions and feelings, lead to establish a system of links and relationships where the empathetic factor pl...
Research Into Hotel Technology in the United Kingdom
Guest-tek | August 14, 2013
The standard of in-room technology in the UK is going under the microscope in new research launched by Guest-tek. The world's largest provider of IP-based technology for the hospitality industry is keen to gather the industry's view on hotel technology, and has a survey live and ready to be completed. To thank respondents for taking the time to participate, there will be a draw to give away an iPad Mini. At the end of the survey they will be asked to provide an email address for the chance to win. Here is a link to the quick, multiple choice survey: https://www.surveymonkey.com/s/guest-tek ...
Service Excellence: Find a Way To Make It Happen / Bryan Williams
B.Williams Enterprise | August 6, 2013
"As long as it is legal, ethical, and moral, find a way to make it happen". That was the directive which was programmed into my brain very early in my career. I remember it vividly. It was on my first day of work at new employee orientation at the Ritz-Carlton, St. Thomas in 1996. The general manager passionately spoke about the need "to move heaven and earth to delight" our guests and creating memorable experiences everyday. Although I worked in a luxury property before, it was obvious that this was another level of service excellence altogether. I love exceptional service, and I love people who are passionate about giving exceptional ...
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What really matters to guests in resort hotels is personal transfer, wi-fi, and property safety
Status Solutions | July 25, 2013
Jennifer Dunphey and Konrad Rzasa, hoteliers, travel connoisseurs, and serial entrepreneurs, have a popular Facebook destination for high end global travel, White Collar Vagabond. From tips to traveling with your dog across borders to how to outfit your Costa Rican cabina on the cheap (get goods in Panama), the site is a treasure trove of how global citizens live the good life. Recently, in conjunction with hotel situational awareness authority Status Solutions, the pair posted a few questions to their 9,000 followers about what really matters in the boutique hotel experience. They asked questions about safety and service that are top o...
Service Excellence 101: The Smile Reserve
B.Williams Enterprise | July 12, 2013
by Bryan Williams Some people believe that they have a limited supply ofkindness. After the first ten people, for example, their "smile reserve" will dry up, and there will be no more smiles for anyone else. Their "anticipate needs" reserve will be empty, and their "learn preferences" reserve will be depleted. They feel like they can't actually be nice to every customer they meet. It's not possible! Or is it? Commuter flight Recently, I was on board a small commuter plane that was staffed with one flight attendant. The first person to board the plane was an elderly lady, and I saw the attendant give her a warm hug and big smile before s...
MJS Hotels Chooses Unifocus to Achieve Superior Levels of Customer Service
MJS Hotels | July 8, 2013
Dallas, July 8th, 2013 - UniFocus is proud to announce the expansion of our partnership with MJS Hotels to include the Majestic Mayfair Hotel, Los Angeles. MJS is dedicated to building lifelong relationships with its team members, guests and owners by creating an environment where each guest is treated with respect and care, built on a foundation of family, extraordinary service, integrity, diversity, and open communication. The GUESTScope system provides the knowledge necessary for executives to be strategic in their continued quest to exceed the brand's promise. "MJS's competitive advantages are our core values and understanding the v...
PAR Springer-Miller Systems Extends the Atrio® Platform with the Addition of Atrio POS
PAR Springer-Miller Systems, Inc. | June 25, 2013
The Industry's First Multi-Tenant Cloud-Based POS System June 26, 2013 - New Hartford, NY - PAR Springer-Miller Systems, Inc. (PSMS), a wholly owned subsidiary of PAR Technology Corporation (NYSE:PAR) and the leading provider of guest-centric hospitality management systems announced today the newest module of the ATRIO Hospitality Technology Platform, ATRIO POS. With ATRIO, PSMS pioneered and delivered a new generation of technology for the industry by moving the hospitality industry to The Cloud, creating a new user experience, and thereby a new way of doing business. ATRIO POS, the next generation point of sale system, reduces the Tot...
Attention Vacation Rental Reservations Agents: Go Beyond Website Search Support
Doug Kennedy | June 24, 2013
by Doug Kennedy As President of a hospitality industry sales training company for most of my entire career, I have had the opportunity to conduct reservations sales training for just about every niche of the lodging industry. I have trained five star hotels and one-star youth hostels; destination hotels and all- inclusive resorts; city center and airport hotels, conferences centers and ski resorts. But there is one niche of the lodging industry that has by far the biggest need for training such as we at KTN provide: the vacation home rental industry. I recall often hearing reservations agents at my traditional resort clients saying "Dou...
Service Excellence Teleseminar: It’s About Your Heart
B. Williams Enterprise, LLC | June 10, 2013
June 10. 2013 - Due to the overwhelmingly positive response to my latest article (It's About Your Heart), I will be offering a complimentary tele-seminar next week. Join me on Tuesday, June 18th at 2PM (Eastern Standard Time) for a special, 30-minute session based on the article's key points. NEW! Click here to download an AUDIO version of the article Click here to register! *This tele-seminar will be ideal for anyone, in any industry, regardless of department or position. Here are the three key points that will be covered: Five key points to make your heart the central focus in delivering engaging service. The role of tactics and s...
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