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
How to Equip Staff to Deliver Guest Hospitality (Not Guest Service)
Rohith Kori | October 4, 2023
By Rohith Kori Hotel employees have been trained to focus on "service", but is that enough? Merriam-Webster defines service as the act of serving such as a helpful act, but if that's all staff provide, guests aren't receiving the exceptional experiences that encourage repeat stays and five-star reviews. Properties that view guest service as more than just following standard protocols focus on equipping team members to offer above-and-beyond efforts that make guest experiences exceptional. True "hospitality" goes far beyond guest service in a hotel environment. The goal of providing top-level, hyper-personalized guest experienc...
Data Travel Announces Hapi Guest Focus on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace
hapi | October 4, 2023
MIAMI, FL, October 4th, 2023 – Data Travel, LLC today announced it has launched Hapi Guest Focus on Salesforce AppExchange, empowering hotel companies to craft personalized guest check-in experiences and drive upsell opportunities right at the front desk. Hapi Guest Focus is currently available on AppExchange. Hapi Guest Focus Hapi Guest Focus empowers front desk team members to leverage the wealth of guest data residing in Salesforce. By transforming this data into actionable insights, hotels can now curate exceptional guest interactions starting at time of arrival. Through the app, front desk agents can curate the check-in proces...
Playing to Win in Customer Service
Shep Hyken | September 28, 2023
By Shep Hyken One of the more enjoyable activities in my life is playing hockey. When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX? Plenty! In any team sport, the goal is to win. In the customer service world, we shou...
Levering Cinematic Success With Fairmont The Queen Elizabeth’s Barbie Adventure
Adam and Larry Mogelonosky | September 27, 2023
By Adam and Larry Mogelonsky Fairmont’s ambitious Beyond Limits campaign embodies the essence of this luxury brand’s recognition that accommodations are infinitely more than comfortable beds. The brand-wide campaign epitomizes one of the tenets of the Mille Club, a program we (Hotel Mogel) run designed to inspire any hotelier with lessons from the five-star, thousand-dollar-plus-ADR hotspots around the globe. In short, this timeless tenet is guests want unique experiences. Right in the heart of Montreal, Canada, Fairmont The Queen Elizabeth is already regarded within the brand and within our home country as among the leading hotels ...
Mission Hill Hospitality Names Tom Barber as Chief Financial Officer
Mission Hill Hospitality | September 26, 2023
DENVER, CO – September 26, 2023: Mission Hill Hospitality, a leading select service and extended stay hotel investor, announced that Tom Barber has been named Chief Financial Officer, a newly-created position. Tom joined Mission Hill Hospitality as Managing Director of Acquisitions when the firm was launched in March 2021. Today, Mission Hill has built a high-quality portfolio of 33 premium select service and extended stay hotels across 16 states, particularly in markets driven by year-round education, medical, corporate and leisure demand. “I am delighted for Tom to step into this new role. He has been instrumental in Mission Hill Hos...
The Difference Between Customer Service and Customer Experience
Shep Hyken | September 21, 2023
By Shep Hyken Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” My answer used to be easy. Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc. It was all about delivering great customer service, which was 90% of the customer experience. Today my answer is changing, as the customer’s experien...
PPDS Launches New Philips Professional Soundbar Bringing Powerful Audio Experiences to Hotel Rooms With Philips Mediasuite TVs
PPDS | September 21, 2023
Open2 audio experience: Extending PPDS’ family of in-room entertainment, the new Philips Professional Soundbar with a powerful built-in subwoofer has been designed and configured exclusively for Philips MediaSuite TVs, delivering more powerful and immersive audio and entertainment hotel room experiences. Amsterdam, September 2023: PPDS, the exclusive global provider of Philips professional displays and dedicated AV software solutions, is delighted to announce the launch of the powerful two in one Philips Professional Soundbar HAL5023 with built-in subwoofer, designed for Philips MediaSuite TVs. Continuing PPDS’ accelerated ‘tot...
Doing More Than Expected (Even When It’s Not in Your Job Description)
Shep Hyken | September 14, 2023
By Shep Hyken As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description. The other night, I was at a restaurant that had an outside patio. It looked like it was going to rain, so we opted to eat inside. About 20 minutes later, the sky opened up, and it ...
Google Hotel Reviews: Everything You Need to Know
Eva Lacalle | September 11, 2023
By Eva Lacalle In today's digital age, online reviews have become an integral part of the decision-making process for travelers. As a hotelier, it’s crucial to understand the impact of guest feedback on your business. This is where Google hotel reviews come into play. In this guide, we’ll explore everything you need to know about Google hotel reviews and provide valuable insights on leveraging them to enhance your hotel's reputation and attract more guests. Why Google hotel reviews matter Travelers rely on Google in their research, planning and booking process. Reviews are one of the first things potential guests see when they sear...
Hotel Management Company Investments in Staffing, Maintenance and Renovations Reflected in Overall Guest Satisfaction, J.D. Power Finds
J.D. Power | September 8, 2023
TROY, Mich.: 8 Sept. 2023 — After several years of incredibly challenging business conditions, which caused much of the hospitality industry to scale back on capital expenditures, hotel management companies have started making serious investments in renovations, maintenance and staffing. According to the J.D. Power 2023 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, those investments are paying off in the form of strong satisfaction scores for quality of the guest room and staff service. “In the span of a year, staffing has gone from being the biggest pain point for hotel management compani...
The Biggest Opportunity in Customer Service
Shep Hyken | September 7, 2023
By Shep Hyken I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. And the answer is: The Speed to Happiness The meaning of this short answer is simple. If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not. And when I refer to happiness, I’m not talking about utter del...
Crafting a Luxury Sleep Experience at the Equinox Hotel New York
Adam and Larry Mogelonsky | September 6, 2023
By Adam and Larry Mogelonsky Does the guarantee of a good night’s sleep influence a guest’s hotel choice? We say unquestionably yes. With the rise of sleep tourism where millions of people are starting to prioritize getting a solid seven-hour rest when traveling, hotels all over the world are responding in kind with newfangled or upgraded sleep programs. However, marketing that a brand cares about a guest’s sleep is a world of difference from the program’s execution. And as it relates to the execution, there’s no better place to look than a luxury hotel that has debuted a sleep program where every single detail has been meticu...
AAHOA Endorses the Ethical and Beneficial Use of AI in the Hotel Experience
AAHOA | September 1, 2023
ATLANTA, Ga. – AAHOA, the Asian American Hotel Owners Association, a leading innovator in the hospitality industry that represents 20,000 hoteliers, proudly endorses the findings of a recent study conducted by the University of Houston’s Conrad N. Hilton College of Global Hospitality Leadership. The study examined hotel guests' acceptance of artificial intelligence (AI)-based systems and how they are reshaping the industry. Additionally, Morgan Stanley Research on Aug. 18 issued a report, “AI for Hotels: Will the Hotel of the Future Fit in the Palm of Your Hand?,” which documented the upsides of early adoption of AI technologies ...
The Difference Between What Customers Want and What They Need
Shep Hyken | August 31, 2023
By Shep Hyken Many years ago, I walked into an Ace Hardware store to find a new hinge for a swinging door. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. He sold me a better hinge that was less expensive. Who could argue with that? I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. After that, I noticed that salespeople were more helpful than “salesy.” And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. Another example of this “helpful” level of service happe...
VAI Resort Taps Hapi and Salesforce to Deliver Hyper-Personalized Guest Experiences
HAPI | August 31, 2023
One-of-a-kind desert oasis in Glendale, Arizona, featuring an 1,100-room luxury hotel, will deploy Hapi Guest to personalize the guest experience across all areas of the resort. MIAMI and GLENDALE, Ariz., August 31, 2023 – VAI Resort, a $1 billion, 60-acre oasis featuring a 1,100-room luxury hotel scheduled to open in 2024 in Glendale, Arizona, has partnered with Hapi and Salesforce to personalize and differentiate guest service across the entire resort. The VAI operating team has selected Hapi Guest, a suite of hospitality-ready tools and configurations built for Salesforce CRM, to power a groundbreaking 360-degree personalized guest...
Fulfilling the Elevated Standards of the Changing Luxury Stay
Frank Pitsikalis | August 29, 2023
By Frank Pitsikalis What one guest considers as “luxury” is different from another and for that reason, luxury hotels must offer their guests a variety of choices mapped to their individual preferences to deliver a hyper-personalized luxury experience. Choice is critical for today’s luxury travelers – choice of where to travel, where to stay, what kind of experience they wish to have, and how they want to interact with a property. As noted in a recent EHL Insights article, We keep defining the word luxury but ultimately it has to be defined by the customer. While the level of service, convenience, and attention rank high on th...
How to Increase Repeat Guests at Your Hotel
Eva Lacalle | August 24, 2023
By Eva Lacalle Are you looking to increase repeat guests at your hotel? Customer retention is one of the pivotal metrics for hoteliers because it indicates how well you're performing. Happy guests are more likely to return and become regulars. Loyal guests also cost less – you only have to invest once in acquiring them, which can be one of the most expensive fixed costs in the hotel business. Let's look at the best strategies for increasing the number of repeat guests at your hotel that will help you to boost your hotel's success and profitability. Why is it important to increase repeat guests at your hotel? The success of your hot...
Don’t Fake the Personal Touch
Shep Hyken | August 24, 2023
By Shep Hyken One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research, and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them. Using their name, remembering their past purchases, their buying patterns, and more can build confidence and trust. While personalization is nice, it is not required, and if you decide to do it, there are some mistakes you must avoid. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point t...
INTELITY, McLaren Technologies to Attend NoVacancy Hotel + Accommodation Expo in Sydney
INTELITY | August 24, 2023
During the two-day event, the companies will highlight the latest updates to the INTELITY platform Sydney, Australia (August 24, 2023) - INTELITY®, provider of hospitality’s leading guest experience and staff management platform, and McLaren Technologies announced today that it will attend NoVacancy Hotel + Accommodation Expo at the ICC Sydney Exhibition Centre in Sydney, Australia, from August 31 to September 1. As the largest annual exhibition for connecting suppliers with decision-makers from hotels, motels, and other hospitality establishments, NoVacancy delivers the latest trends and ideas, and brings together key buyers and in...
Missionize Your Mission Statement
Doug Kennedy | August 23, 2023
By Doug Kennedy Turn your mission statement into meaningful daily actions that touch the hearts and minds of both staff and guests. For decades now, it has been fashionable for companies from all industries to craft a mission statement to not only summarize its purpose, but also to give work more purpose. Over the years, the original concept has evolved into creating “values” or “vision” statements. In my job as a hospitality industry trainer, I familiarize myself with what each client’s company culture involves, among other things, and determine what, if any, statement of mission, values, or vision they have in place. As one m...
‘Experiences’ Matter for Travelers Looking for Independent Luxury Boutique Hotel Stays
Meyer Jabara Hotels | August 22, 2023
The Menhaden, winner of the ‘People’s Choice’ award for two consecutive years, is proof that people crave unique and extraordinary hotel accommodations, excursions, and amenities [Greenport, NY, August 22, 2023] — Oshibori hot towel on arrival. Breathtaking views from a rooftop deck and bar overlooking the coastline; ideal for morning coffee and yoga classes, oyster shucking, fireside S’more’s, and evening cocktails. Galley kitchens on each floor featuring local eats and pastries that are re-stocked three times a day. Concierge-packed picnic baskets filled with delicious cheeses, snacks and local wine to enjoy on area beaches...
Who Is to Blame for Poor Service?
Shep Hyken | August 17, 2023
By Shep Hyken The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. Eventually, he pulled around to get his food. It was now my turn. I waited for the person to welcome me and ask what I wanted. It never happened. I then pulled around to the drive-through window. The emplo...
Virtual Reality in Hospitality: A New Dimension of Luxury
Kevin D’costa | August 17, 2023
Immersive technologies such as virtual reality (VR) are becoming more popular by the day, redefining the entertainment industry with innovations like never before. Spatial computing, Metaverse and other new virtual adventures may have been more famous for their entertainment-based applications, but businesses increasingly realise their potential as an operational tool. VR is specifically helpful in delivering critical information to potential customers before making purchase decisions. But what are the other out-of-the-world experiences that VR promises to the hospitality industry? 1. Virtual travel Virtual explorations are one of th...
Hospitality Trends: A Glimpse Into the Future of the Industry
Lionel Saul | August 16, 2023
Step into the future of hospitality as we uncover the captivating realm of short- and long-term perspectives that are reshaping the industry. Let’s explore how technology is helping hospitality firms create an unparalleled guest experience and learn about the futuristic ideas that spark the imagination and are setting the stage for our extraordinary tomorrow. ---- HOSPITALITY INSIGHTS ---- This month, we have decided to share with you some industry trends. In the short-term perspective section, we have selected the ones you can expect to see in the next 2-3 years, while in the long-term chapter we highlight trends that will take longer to...
