The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4th, 2024
The Art of a Great Arrival for Luxury Hotels
Adam and Larry Mogelonsky | May 22nd, 2024
This Halloween, 10 Ways to Scare Your Competition and Steal Their Customers
Shep Hyken | October 31, 2024
Halloween brings up images of spooky costumes and haunted houses. So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? That’s a rhetorical question. If you’ve been reading my weekly newsletters or watching my videos, it means you’ve been investing in yourselves and your company by creating an experience that doesn’t scare customers away … but it may scare your competition. I’ve created a list. If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to ...
Hilton and Be My Eyes Launch Industry-First Partnership to Enhance the Hilton Stay for Guests Who Are Blind or Low Vision
Hilton | October 15, 2024
McLEAN, Va. – For many, checking into a hotel can mean the beginning of an exciting adventure, a relaxing getaway or important moments in life. For guests who are blind or have low vision, exploring the unfamiliar surroundings of a hotel could pose unique and specific challenges that have the potential to impact their stay. Hilton, a global leader in hospitality, announced today an industry-first, exclusive partnership with Be My Eyes to ensure guests who are blind or have low vision can experience a more accessible, seamless and welcoming stay. Together with Be My Eyes, Hilton is making available AI-powered assistance and dedicated H...
Separate Checks: A Metaphor for Good and Bad Customer-Focused Policies
Shep Hyken | October 10, 2024
It often amazes me how difficult some companies make it to do business with them. I could share so many examples, but let’s use the restaurant industry to illustrate my point. Recently, I attended a conference. I met three colleagues for breakfast. When the server approached our table, the first thing she said was, “No separate checks.” Really, that was the first thing she said. I could think of better opening lines. Regardless, it was clear that the restaurant had a policy. We were informed. Compare that to the experience I had the other day when my hockey team – yes, I still play hockey – went to a restaurant for break...
The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
Complimentary Registration Now Open For Doug Kennedy’s Next Hospitality Training Webcast! Sponsored By Travel Outlook and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Monday, October 21, from Noon – 12:45pm EST. REGISTER HERE “Speakers and trainers like me are always looking for new ways to represent intangible concepts,” said KTN President Doug Kennedy, “So I’m excited to share the model we use, a simple tricycle. I think it’s the perfect model to represent the components needed for a guest to have an overall ex...
Customer Service Week 2024
Shep Hyken | October 3, 2024
If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.” Here are five ideas to celebrate. There’s nothing wrong with acknowledging customers during this week. I encourage it. But who makes those customers want to do business with you? Your employees! So, with that in mind, here are five ideas, one for each day of the week, to insp...
How an Independent Chicago Inn Built a Great Sleep Program
Adam and Larry Mogelonsky | October 2, 2024
By Adam and Larry Mogelonsky When we think of sleep tourism, our first thought may be one of elaborate, expensive, multi-night wellness retreats at some glitzy ultraluxury resort in a tropical paradise where getting a good night’s rest is all but an inevitability. Or perhaps you’re thinking of one of the new high-tech sleep chambers brimming with cameras, monitor sensors and algorithmic insights, like the 9h nine hours capsule hotels over in Japan. But setting up these programs need not be out of reach for your hotel, where this stellar example shows just how to do it right while also making it part of something far bigger. The Deer...
How’s the Weather and Other Stock Lines that Prove the Rep Is Uninterested
Shep Hyken | September 26, 2024
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience. “How’s the weather?” works if it’s a topic for the day. For example, a question about the weather may be appropriate if there’s a snowstorm. But if it’s just a generic icebreaker, there...
Serving All Segments With Dynamic Onsite Programming at the Andaz Mexico City Condesa
Adam and Larry Mogelonsky | September 25, 2024
Against the backdrop of the current boomtown that is Mexico City (CDMX), the Andaz Mexico City Condesa is one such newcomer, having just recently celebrated its first anniversary. Tucked just off the main thoroughfare of Avenida de los Insurgentes in the trendy and perfectly safe downtown neighborhood of Condesa-Roma, this hotel of 213 rooms including 20 suites represents a shining example of how dynamic, multi-space programming can drive demand from different segments and boost total revenue by increasing onsite capture per guest (TRevPAR or TRevPAG). Following our first report on this luxury property where we focused on how generating a se...
Radisson Salt Lake City Downtown Leverages GuestCast Streaming Solution by Hotel Internet Services to Optimize Guest In-Room Entertainment
Hotel Internet Services, Inc. | September 24, 2024
4-Star hotel expands HIS partnership to deliver seamlessly personalized, secure and user-friendly TV-viewing experiences. SALT LAKE CITY. — September 24, 2024 — Hotel Internet Services (HIS), a full-service provider of internet connectivity services and solutions for the hospitality industry, has been selected by Radisson Salt Lake City Downtown to enhance the quality of in-room entertainment experiences with the deployment of its GuestCast streaming solution. Previously partnering with HIS to upgrade its guest WiFi abilities, Radisson Salt Lake City Downtown with GuestCast can now extend superior and user-friendly service performance ...
IHG, Sonesta, Nemacolin Speak on Stage on How a Modern Data Strategy is Critical to Success
Hapi | September 24, 2024
At HITEC 2024 in Charlotte, leaders from Sonesta, IHG and Nemacolin Resort shared key insights on how a modern approach to data integrations is critical to personalizing guest experiences and driving loyalty to their brand. The hospitality industry is undergoing a transformational shift, driven by data integration and innovative technology solutions that increase efficiency while improving the guest experiences. During a recent panel discussion at HITEC 2024 in Charlotte, hospitality experts shared insights into how they are leveraging real-time data to differentiate guest experiences and drive loyalty. The panelists identifie...
Hotel Branding Strategy: Building an Authentic Identity in Hospitality
EHL | September 20, 2024
When a prospective guest is ready to book a hotel, there are several factors they’ll consider when making their decision. Once they’ve ticked off location and price, an important and often subconscious consideration is your hotel branding. Your brand is a representation of what your hotel is and stands for. It’s what makes your hotel unique and sets expectations for prospective guests. If your brand resonates with them and the location and price are within an acceptable range, they’ll choose your brand and make a booking. In the fast-paced world of hospitality, where competition is fierce and customer expectations are constantly...
Potential Profit Killer: Making Assumptions About Customers
Shep Hyken | September 19, 2024
By Shep Hyken My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend. She bought the chess set – but only after the owner promised not to give the salesperson a commission. Eight years ago, I wrote an article titled Big Mistake … Don’t Judge a ...
Creating Neurodiverse-Friendly Spaces in Hospitality
Manoj K Mohanty | September 18, 2024
The hospitality industry prides itself on creating welcoming environments for people of all backgrounds. However, what about guests with neurodiverse needs? As awareness grows about the prevalence of neurodiversity—with studies suggesting 15-20% of the global population falls under this umbrella—the industry has a unique challenge in creating inclusive experiences for this significant yet underserved market. What is neurodiversity? Challenges for neurodiverse guests With approximately one billion people with disabilities, they are considered the world’s biggest minority! For neurodiverse tr...
Looking at the Halekulani for How to Continually Surprise Guests
Adam and Larry Mogelonsky | September 11, 2024
By Adam and Larry Mogelonsky In the realm of luxury and ultra-luxury hotels, where room rates often exceed $1,000 USD per night, the stakes are incredibly high. These properties are not just selling a place to stay; they are crafting experiences that reinforce brand loyalty and elevate the guest's perception of value. In such a competitive market, using creativity to differentiate your offerings isn’t just a nice-to-have—it’s essential. Even if your property hasn’t reached this price point yet, there’s much to learn from these high-end strategies. Competitive pricing and attractive packages are important, but they must be matched ...
Societal Factors Can Shape How Companies Best Respond After Customers Misbehave
Penn State’s School of Hospitality Management | September 11, 2024
Apologizing to customers who witness other patrons misbehave may not always be the best response for hospitality businesses, researchers find UNIVERSITY PARK, Pa. — From rule breaking and theft to verbal abuse and foul language, one customer’s behavior can negatively affect another customer’s experience. How hospitality businesses can best respond to instances of customer misbehavior can depend on the strictness of societal norms, according to a new study from researchers in the Penn State School of Hospitality Management. The study, published in the Journal of Hospitality and Tourism Management, found that customers who observe m...
Be More Interesting by Showing More Interest
Shep Hyken | September 5, 2024
When I was a teenager, Johnny Carson hosted The Tonight Show. I found him to be more than entertaining. I found him to be interesting. It didn’t take long for me to realize that what made him interesting was that he was truly interested in his guests. He not only asked great questions, he listened to his guests and seemed to always have the perfect comment that led to a better conversation, not just an interview with questions and answers. I took this idea to heart – being interesting by showing more interest – when I was dating. I would ask lots of questions to get to know my date. They did most of the talking, yet they still s...
Hotel Management Companies Drive Significantly Better Guest Experiences, J.D. Power Finds
J.D. Power | September 4, 2024
TROY, Mich.: 4 Sept. 2024 — The secret to a great branded hotel stay may be in an aspect that guests do not often realize: the third-party management company operating the hotel, which creates consistent, pleasurable and problem-free guest experiences. According to the J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, overall guest satisfaction with branded hotels run by the nation’s largest third-party management companies improves significantly this year, outperforming both chain-managed and independently operated hotels. “Third-party management companies operating branded ...
How EAST Hotels Defines a New Luxury Hotel Category
Adam and Larry Mogelonsky | September 4, 2024
By Adam and Larry Mogelonsky A great motto to live by is that the only constant is change. Right now, in late 2024, the hotel industry has been through the wringer over the past five years, with profound shifts to how we operate as induced by the pandemic, the experience economy, inflation, labor market changes, demographic shifts, climate action policy, the growth of wellness and a host of other forces. From this invisible yet chaotic hand, new brands are nevertheless emerging to triumphantly address the modern traveler. A problem with all this is that most trends can only be identified in hindsight based on concurrent and lagging indicato...
Embracing Technology: Using AI-Powered Travel Concierges in Hospitality Mobile Apps
Magdalena Rieder | August 30, 2024
Being ahead is crucial for businesses in today's fast-paced world, especially in the highly competitive hospitality industry. As technology constantly evolves, utilizing innovations such as artificial intelligence (AI) is becoming not simply a choice, but rather a necessity. Nevertheless, how can hotel brands like Marriott or Hilton use AI to enhance guests' experience and boost business growth? Exploring the Use of AI in the Hotel Industry AI-powered trip itineraries already redefine the way people tour the world. These highly advanced tools analyze an individual's preferences, budgets and schedules to create tailored journeys in seconds (...
In Customer Service, It’s Not the Destination – It’s the Journey
Shep Hyken | August 29, 2024
Ralph Waldo Emerson, the American philosopher, is often credited with saying, “It’s not the destination, it’s the journey.” The idea is that the journey is just as important—maybe even more so—than arriving at the destination. I recently attended a lecture by a magician who shared his “secrets” for creating a show that people want to come back and experience again and again. The message was clear. No matter how amazing the tricks are, it’s the personality and patter (the words used throughout the show) that make people laugh and entertain them along the way—as in the journey created on the way to the end of a t...
Transforming Hotel Front Desk Services for a Better Guest Experience
EHL | August 26, 2024
In this blog, we’ll explore how the front desk is adapting to meet modern guest expectations. You'll also learn about the essential duties of a front desk receptionist, the challenges they face, and innovative solutions that are redefining their role. By the end of this post, you'll have a deeper understanding of how these changes are shaping the future of the hospitality industry. The changing face of the hospitality industry The hospitality industry is undergoing rapid change, driven by technology and shifting customer expectations. Today, successful hotels prioritize creating great guest experiences over simply providing a place to s...
Being Different or Being Better … It’s Your Choice
Shep Hyken | August 22, 2024
Do you want to be better or different? That’s the question that Sally Hogshead, an amazing professional speaker who specializes in being fascinating, shared in a recent speech I had the pleasure of experiencing. While most of her work is about how to be fascinating, this speech came from a different place. She talked about the power of being different versus better than others. Sally shared research that found 73% would rather be better versus 27% who would choose to be different. It’s one thing to be better than your competition. What makes you better? Is it your product? Is it the customer service or experience you pro...
Exploring the El Encanto, A Belmond Hotel, With Janis Clapoff, General Manager
Adam and Larry Mogelonsky | August 21, 2024
By Adam and Larry Mogelonsky When considering California’s Santa Barbara, you immediately envision a never-ending white sand beach surrounded by trendy restaurants and beach-front accommodations. But drive a few minutes up the city’s hills, and you will reach the El Encanto, a secluded, 7.5-acre oasis of verdant gardens tucked into the upper reaches. Here, a serene presence contrasts the endless hubbub of cars, people, boats, and related commercial activities. This geographic differentiation endears guests to the Belmond property, which, in a word, ‘unwinds’ them from the day-to-day intensity of a traditional visit to the city. ...
What Hospitals Can Learn From the Hospitality Industry – The Strategic Perspective
EHL | August 19, 2024
A strategic look at what hospitals stand to learn from their neighboring industry, hospitality. Though serving different purposes, both sectors share potential success factors. In terms of developing a stronger sense of customer satisfaction for the patient, many lessons can be learnt from analysing what hospitality strives to do well. Some parallels between hospitals and hospitality At first sight, the healthcare and hospitality industries appear to be miles apart. However, a closer look reveals many parallels between the two - and these are not limited to the common Latin root of the words hospital and hospitality. The core mission of a...
