Guest Relations
These Times, More Than Ever, Call for Heartfelt Hospitality
Doug Kennedy | August 20, 2020
By Doug Kennedy Based on what I hear, working in the lodging industry during the current COVID-19 pandemic can be especially stressful. Not that it has ever been an easy profession. While today’s guests threaten to write a bad review, guests of yesteryear similarly threatened to write a letter to J.W. Marriott or Conrad Hilton. Admittedly though, the current pandemic has created unique stressors for those on both sides of the guest / employee relationship. Hospitality workers may be finding themselves short staffed and/or working outside of their usual job descriptions. Our frontline associates are having to explain why there are no m...
6 Hospitality Trends for Rebuilding Consumer Trust as Hotels Reopen
EHL Insights | August 18, 2020
After what has been a dire time for hotels around the world, the industry is slowly rekindling its operations as lockdown is incrementally loosened. Alas, all is not as it once was. Increased health and safety concerns teamed with a heightened awareness for all things hygiene and social distancing mean hotels will first have to reassure their clientele that going on holiday is both safe and desirable. How will the industry go about regaining consumer trust? What hospitality trends will shape the new normal? EHL Insights presents 6 hypotheses. 1. Safety first Arguably the key factor in instilling trust among consumers is ensuring strict safe...
Hotel Quality Lab: Exploring Service Excellence
August 13, 2020
Against the backdrop of relentlessly evolving consumer demands and technological disruption, what does service quality mean today? What is required to maintain the prerequisite momentum? And how can hoteliers reconcile brand standards with the varying needs and expectations of guests from around the world? Helping us find the answers to these questions and more, Richard Leuenberger, Managing Director of Badrutt’s Palace in St. Moritz, joins us on a journey of discovery through service excellence. Service excellence credentials The success of Leuenberger’s approach to service quality speaks for itself. Under his stewardship, Badrutt’...
Be Nice—It Doesn’t Cost You Anything
Shep Hyken | August 12, 2020
By Shep Hyken What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer. None of that has any cost associated with the idea of being nice. I’m in the process of writing a new book. I’ll share more about that another time, but one of the chapters is entitled, “Be Nice.” That’s a great customer service strategy—just be nice! As simple as that sounds, there is a lot to being nice. I’ll share exam...
Hyatt Announces Face Coverings Requirement for Guests at Hotels in the Americas
Hyatt Hotels Corporation | August 10, 2020
CHICAGO (August 10, 2020) -- At Hyatt, the safety and security of our colleagues and guests is always a top priority. Guided by our purpose – to care for people so they can be their best – and following medical expert guidance to help reduce the spread of COVID-19, all Hyatt hotels in the Americas will require face coverings within indoor public areas, which include meetings and events spaces, restaurants and bars, and fitness centers. Guests are also required to wear face coverings while moving around in outdoor areas. Some guests may be exempt from this mandate, including but not limited to people with medical conditions, consuming f...
Handling Online Hotel Reviews in COVID-19
Susan Barry | August 10, 2020
By Susan Barry “Safety precautions and staff wearing PPE made me feel like everyone there had leprosy.” “They didn’t have valet parking, supposedly because of COVID. I don’t recommend you stay there.” “Hotel went overboard on COVID preparedness. Pool is closed for no apparent reason.” These are some of the more extreme examples of online reviews that have been written about hotels since the COVID-19 pandemic began. Even if your hotel hasn’t been put on blast for following local mandates, you have probably noticed an uptick in negative reviews and complaints. Pandemic-Specific Online Hotel Review Dynamics at Pl...
Bartech NeoTray Provides Safe and Convenient Point-of-Sale for Generating Post-COVID Guestroom Revenue
Bartech | July 28, 2020
Fully customizable, automatic in-room "dry minibar" tray allows hotels to ensure guest safety and convenience, while maximizing in-room revenue LAS VEGAS — JULY 28, 2020 — Bartech, the leader in automatic minibar solutions for the global hospitality industry, is fulfilling a growing need in the post-COVID 19 hotel environment through its proprietary NeoTray solution, which allows non-refrigerated items to be securely offered to hotel guests through an automated point-of-sale within the safety of the guestroom. As hotels worldwide seek out ways to continue to provide for guests’ needs in the new socially distanced travel experience, B...
From Cleanliness to Communication, Digitalization Is Elevating Service Standards for a Better Hotel Experience
Andrada Paraschiv | July 28, 2020
Post pandemic, guests will find their stay experiences to be better, safer, and more streamlined thanks to integrated technologies that connect people to work and co-workers to each other By Andrada Paraschiv According to findings from the J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) StudySMreleased last week, meeting guest expectations for cleanliness and proactively communicating with guests prior to arrival continue to be critical drivers of guest satisfaction. But before we can expect to have happy guests, we need to have happy employees who are willing to go back to work … learn all new operating procedure...
Would You Fight to Make Your Customers Happy?
Shep Hyken | July 23, 2020
By Shep Hyken These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist. I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. I’m on your side, and I’ll fight to make you happy.” Did he just say he would fight his manager to ma...
Cleanliness and Communication Continue to Drive Hotel Guest Satisfaction, J.D. Power Finds
J.D. Power | July 22, 2020
A year ago, hotel summer marketing and advertising efforts were in full swing with images of epic pools, zen-like spas and cozy bed linens. Today, hotel ads are filled with images of electrostatic sprayers, updates on new cleaning protocols and offers for free last-minute cancellations. These are smart moves, according to the J.D. Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, which finds that meeting guest expectations for cleanliness and proactively communicating with guests prior to arrival continue to be critical drivers of guest satisfaction. “While the COVID-19 pandemic has certainly ampli...
Train Your Hotel Staff to Show Hospitality When Enforcing Mask Requirements
Doug Kennedy | July 14, 2020
By Doug Kennedy With most hotels around the globe requiring guests to wear facemasks in all public areas these days, it has fallen upon the frontline hospitality staff to enforce this policy, which in many cases is also municipal ordinance or decree. Although most guests comply voluntarily, a small minority are voicing their displeasure but still complying. An even smaller, but very vocal minority of hotel guests are challenging our staff’s authority to require compliance in a way that is confrontational and often demeaning. From what I am hearing, it’s the front desk staff who are most often the receptors of a verbal barrage, as th...
You Can’t Automate Your Customer Relationship
Shep Hyken | July 1, 2020
By Shep Hyken I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. What does that mean for you? Dr. Bobby Low, co-founder of alignXM, a company that that helps its clients understand the human experiences that impact their long-term success, commented on the article and wrot...
How to Show the Welcoming Smiles Behind the Masks of Your Hotel Staff
Doug Kennedy | June 25, 2020
By Doug Kennedy As part of the hotel and lodging industry’s effort to help guests feel safe about traveling during the current COVID-19 pandemic era, nearly all are requiring hotel staff to wear facemasks. However, one down-side is of course the fact that our colleagues can no longer share their warm and welcoming smiles as they greet guests at the front entrance, pass by them in hallways and corridors or when serving them in dining and recreational outlets. Lately, as our KTN trainers have been conducting our “Heart of Hospitality” Certification webcam coaching sessions, many of our participating candidates are expressing that wh...
How to Measure Customer Retention
Shep Hyken | June 24, 2020
By Shep Hyken Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels. We find out how they liked our experience. We know that if they liked the experience, that is the first step in getting them to come back. The “getting them to come back” number is different than the “were you happy with us?...
Top 5 Things You Need to Know Now in Hotel Digital Marketing: June Edition
Margaret Mastrogiacomo | June 15, 2020
By Margaret Mastrogiacomo As travel restrictions begin to lift, hotels are ramping up marketing spend to capture travel demand. To ensure a strong strategy, it’s important to keep a pulse on the latest digital innovations you can leverage across channels to make a greater impact on performance. This month, Google announced the Google Page Experience update, Facebook expands testing for in-stream ads on Facebook Live, and Discovery Ads are rolling out globally. From SEO to Social Media and Design, here are the top 5 things you need to know now in hotel digital marketing. 1. Search: Google announces the Google Page Experience Update se...
Taking the Extra Step to Deliver Amazing Service
Shep Hyken | June 10, 2020
By Shep Hyken Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York. From experience, she knew it was difficult to get her favorite beverage, Dr. Pepper, so she brought her own and requested a glass of ice—nothing else. When the server returned with a crystal glass filled wi...
TraknProtect Launches TraknKleen™ Technology Solution to Promote Hotel Cleanliness, Guest Safety and Wellbeing
TraknProtect | June 9, 2020
Staff safety solution innovator releases housekeeping app to improve protocol SOPs and brand standards to meet guest expectations in a post-COVID world Chicago – June 9, 2020 – TraknProtect, a pioneer of location-based technology purpose-built for the hotel environment, today announces the launch of TraknKleenTM, a new IoT technology solution designed to help hotels further enhance housekeeping operations, while providing guests with security and peace of mind during post-COVID travel. TraknKleenTM trilaterates data from multiple sources, such as housekeeping carts, I.D. cards, cleaning supplies, and other assets, to automatically trac...
Routier Joins Volara’s Voice Hub to Expedite Two-Way Contactless Guest Communications
Routier | June 9, 2020
Integration partnership enables guests to speak commands using a Volara-powered smart speaker and receive staff replies or request updates via Routier MessageHub NEW YORK — JUNE 9, 2020 — Routier, an omni-channel hotel guest engagement solution that uses messaging channels such as SMS/text messaging, Instagram, Twitter, WhatsApp, WeChat, Facebook, Line, etc. to seamlessly connect guests to staff, has joined Volara’s secure voice integration hub. By combining Volara's conversation-management software with Routier’s guest-facing engagement solution, hotels will expedite two-way contactless communications between guests and staff ther...
Ridiculous Interpretation of Rules
Shep Hyken | June 3, 2020
By Shep Hyken This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast. There was just one person ahead of me in line. I heard her order a bacon, egg and cheese sandwich, hash browns and an orange juice. After placing her order, she stepped aside. The woman behind the counter asked what I’d like. I responded, “I’ll have exactly what that customer in front of me just ordered....
The Beginning Is Near… Time to Get Back to Hospitality
Aspire | June 2, 2020
Aspire announces The Art of Hospitality, a new and highly relevant service delivery training program to support the hospitality industry as they re-open and re-enter their respective markets. “The challenges our tourism community faces are significant and complex. Guest service delivery needs to be re-thought, re-processed and team members need to be re-trained as we get back to work.”, says JC Thompson, Aspire’s Chief Operating Officer. Over the past 25 years Aspire’s research based and strategic approach to culture driven guest service training has allowed us to position the guest experience as a true competitive advantage and se...
The Peace of Mind Call
Shep Hyken | May 20, 2020
By Shep Hyken My friend Stacy Sherman, head of customer experience at Schindler Elevator Corporation, is personally dedicated to “humanizing business.” She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post. I tweeted, “Amazing customer service isn’t an over-the-top WOW level of service. Here’s the real secret. Amazing customer service is just a little better than average.” Her response was, “There are many #CX techniques t...
Train Your Reservations and Sales Team to Show Compassion for Cancellations
Doug Kennedy | March 19, 2020
By Doug Kennedy As a hotel sales trainer, it seems very odd to be writing a train-the-trainer article about how to manage cancellations, yet this is absolutely necessary as the lodging industry has been turned upside down temporarily. Imagine how strange it must be for those who are tasked (and incentivized) for securing revenue are now dealing with a flood of calls and emails about reversing the flow. I’m sure it is time consuming, stressful and heartbreaking, especially when such staff are surely worried about their own job security and health concerns. It’s at moments like these when we all need to remember that we are in the ...
How To Help Your Front Desk Colleagues Overcome “Compassion Fatigue”
Doug Kennedy | January 15, 2020
By Doug Kennedy As part of the prework I do before conducting on-site training workshops for front desk teams, I always look at the existing, in-house training standards and content. Nearly all programs cover the concepts of showing empathy, and especially at Forbes rated hotels, to establish authentic, emotional connections. Yet when I look at how colleagues are trained on how to deliver on these standards, I find that most managers are simply going over scripted welcome messages and reviewing interpersonal communications techniques at their meetings. It seems to me that most front office leaders underestimate just how challenging i...
Redefining The Value Chain in Tourism: Lessons From Thomas Cook’s Demise
Achim Schmitt | October 25, 2019
By Achim Schmitt Thomas Cook: An Industry Perspective On September 23rd, 2019, Thomas Cook – one of the world’s oldest travel companies – declared bankruptcy. The 178-year old travel firm was forced to indefinitely suspend its operations after failing to secure £200 million in emergency funding, despite having already reached an agreement for a £900 million rescue deal. But this wasn’t the first time that Thomas Cook rifled with financial struggles. The company almost went under in 2011 when its debt reached £1.24 billion – but narrowly avoided it by securing an emergency loan of £100 million. Now, 8 years later,...
