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
Train Your Hospitality Staff to Elicit Kama Muta (Commonly Called That “Warm, Fuzzy” Feeling)
Doug Kennedy | May 11, 2023
By Doug Kennedy It’s something that virtually all humans have experienced in our lives, especially those who work in guest-facing jobs in the hospitality industry when we make an authentic, personalized, and heartfelt connection with another human. For me, it seems to happen more often with strangers, rather than with loved ones we routinely see. It is a mutually experienced feeling, felt across cultures, nationalities and languages. There is even a common gesture that humans around the globe use when the feeling arises, which is raising the right hand and placing it over the heart. Recently while preparing for a conference keynote...
Agilysys Features Next-Era Spa Software at the 2023 ISPA Conference May 9-11
Agilysys | May 10, 2023
– Agilysys Spa Reflects Advances Resulting From Agilysys’ 2022 ResortSuite Acquisition – – Frank Pitsikalis, ISPA Chairman and Agilysys Vice President of Product Strategy, Will Speak On “Pricing Strategies to Maximize Revenue” Panel May 10 – ALPHARETTA, GA — May 10, 2023 — With demand for spa services outpacing resources available to deliver them, it is increasingly vital for spa operators to optimize how they align staff and service reservations to optimize revenue and profit per time booked. Agilysys Spa, a next-era cloud-native spa solution debuting from Agilysys (Nasdaq: AGYS) at the 2023 ISPA Conference at the ...
Creating Memorable Customer Experiences: How to Go the Extra Mile
EHL | May 9, 2023
By Flavien Brand, Dr. Alessandro Inversini, Dr. Matthias Fuchs The importance of customer experience management, a built-in feature In business, customer experience is often presented as a differentiator, something a company chooses to focus on in order to outperform its competitors. Yet, a company will inevitably interact with its customers at some point, and those customers' opinions about these touchpoints will affect their future behavior, including possible repeat purchases and word-of-mouth. Consequently, customer experience is not like an extra feature added to a product to make it more attractive, it is ‘built in’ and repre...
Beachy Riding Wave of Record-Breaking First Quarter
Beachy | May 4, 2023
Hospitality’s award-winning solution provider continues to make fun easy for guests of premiere resorts across the US. Miramar Beach, Fla. (May 4, 2023) – Beachy, a leading provider of next-generation solutions and services for the country’s premiere resorts, announced today that Q1 2023 was the strongest quarter in the company’s history. In the first three months of 2023, and just in time for the spring and summer resort season, Beachy signed a record number of four- and five-star properties to its innovative mobile point-of-sale (POS) and amenity booking solutions. Beachy’s 5G cellular-enabled tablets increase speed of servi...
Five Steps to Acknowledging a Compliment
Shep Hyken | May 4, 2023
By Shep Hyken My very funny friend, Tim Gard, who also happens to be a wonderful keynote speaker, had a great question: “Doesn’t anyone know how to take a compliment?” My response was, “Don’t most people say, ‘Thank you’?” Apparently not. Tim said he observed some friendly behavior from the TSA agents in the security line at his local airport in Portland, Oregon. He decided to compliment the supervisor, who appeared to be confused by the praise. The supervisor asked, “Do you want me to file a complaint?” Tim emphasized this was a compliment, not a complaint, and walked away, shaking his head and th...
HCN Solves Room Service Problem; Proves It in Thousands of Hotel Rooms
The Hotel Communication Network (HCN) | May 3, 2023
Innovative tablet-based DineIN program is a profitable way to outsource a hotel’s room service operation with guests ordering from local restaurants and vetted drivers safely delivering orders to guests; See DineIN at HITEC in Booth 1237 Ottawa, Ontario — May 3, 2023 — Hotel Communication Network (HCN) has developed a NEW program that is turning traditional room service operations from a loss leader to a profit center. Rather than placing more stress on limited staff or requiring guests to use a mobile app delivery service such as DoorDash or Uber Eats that requires them to meet drivers in the lobby, HCN has developed an alternative ...
Act Like an Owner – Revisited!
Shep Hyken | April 27, 2023
By Shep Hyken One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions. We discussed the ownership concept and how everyone can act like an owner or leader. Anyone can be “that person” everyone admires and wants to emulate. He shared the remarkable story of Ric...
Hoteliers Are Leveraging 3D Maps From UrVenue to Advance Hospitality Commerce
UrVenue | April 25, 2023
By showcasing venue spaces in intuitive and engaging ways, operators can drive sales through higher-value bookings and ultimately boost guest satisfaction; Visit UrVenue at HITEC Toronto in Booth 2401 LAS VEGAS, Nev., April 25, 2023 — UrVenue, pioneer of hospitality’s first property experience management system (PXMS), has developed a 3D mapping feature to enable discriminating guests to visualize unique experiences before they book. UrVenue’s 3D Maps help venue operators showcase bookable locations (unspecified locations, by section, or by individual inventory such as a cabana or chaise lounge) in virtual detail to drive additional ...
You Too Can Be As Good As Amazon…Maybe!
Shep Hyken | April 20, 2023
By Shep Hyken For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with. Without fail, someone – usually many people – mentions Amazon. Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect ev...
Customers Give Hotels ‘5 Stars’ As Guest Satisfaction With the Industry Surges, ACSI Data Show
ACSI | April 18, 2023
ANN ARBOR, Mich.--Good news for the travel industry: Not only are folks giving in to wanderlust again, but they’re enjoying all the accommodations along the way. According to the American Customer Satisfaction Index (ACSI®) Travel Study 2022-2023, satisfaction across all four industries measured — airlines, hotels, car rentals, and online travel agencies — is up. The outlook is especially cozy for hotels. “After two years of decline, a sweeping surge in guest satisfaction with hotels could signal that the industry is moving past the pandemic,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan Stat...
Customer Service Is a Team Sport
Shep Hyken | April 13, 2023
By Shep Hyken The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals. It wasn’t until after all the meals were served that our original server came over to ask if everything tasted great. Was it this server’s job to simply take our orders and let others do the work? No! I observed all of the people who bro...
Studies Reveal Surprising Stats Behind Rapidly Changing Guest Expectations and How Hotels Can Use Tech to Meet Emerging Needs
Bob Palloni | April 13, 2023
By Bob Palloni, COO and co-founder of Skyware Hospitality Solutions Suppose I were to ask you to define a great guest experience today. In that case, your answer would – in all likelihood – differ substantially from the description of a great guest experience just a decade ago. The hospitality industry is no stranger to the tides of change; after all, ours is a market that exists to appeal to customer preferences. Humans are complex creatures with an equally complex, ever-changing set of values, needs, and preferences. But over the last decade, we’ve witnessed the rapid evolution and embrace of guest-facing technology, in addition to...
Why 2023 Is the Year of Wellness for Hotels
Adam and Larry Mogelonsky | April 12, 2023
By Adam and Larry Mogelonsky Coming out the pandemic and more attention given to personal health than ever before, wellness is at the forefront of consumers’ minds. For hotels, this is both an opportunity for the growth of new profit centers and a potential harbinger of doom because as one does at home, one will expect at their workplace (that is, employee wellness) and wherever they travel (that is, risings expectations for wellness-oriented amenities). Wellness is hardly anything revolutionary for the hospitality sector, though. Leading brands have all invested heavily in this space, both to assuage employees and to drive revenues b...
How Hotel Salespeople at Parks Hospitality Group Use Video Email to Close More Deals and Build Stronger Connections
Doug Kennedy | April 11, 2023
By Doug Kennedy As frequent readers of my monthly training articles know, I have been a huge advocate of using a “tech for touch” approach for many years. In training articles, webcasts, and in my on-site hotel sales training workshops, I have provided suggestions for using video email apps to put the “people parts” back into hotel sales. Whereas most sales conversations these days happen in email and in-app message exchanges, personalized video emails allow salespeople to stand out. Sadly, although everyone gets excited about when I first share this concept, too many fail to incorporate it as a regular sales habit. Fortunately,...
Tipping Used to Be For Good Service
Shep Hyken | April 6, 2023
By Shep Hyken The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food. For most of my life – until the recent past – the customer wasn’t expected to tip. Today, there is an expectation, even if it is disguised as an option. I feel guilty if I don’t check one of the bo...
Hourglass Hotel Partners With Hotel Internet Services for High-Speed WiFi and Content Streaming Technology
Hotel Internet Services, Inc. | April 4, 2023
Luxury boutique property addresses guest demands for seamless internet access and the ability to instantly stream personalized content on guestroom televisions. BAKERSFIELD, Calif. — April 4, 2023 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has announced a successful WiFi network upgrade alongside the implementation of BeyondTV with GuestCast streaming services at Hourglass Hotel. A property that combines modern-day elegance and convenience into a resort style setting, Hourglass Hotel’s recent investment with HIS will ensure that total guest satisfaction an...
Goldwynn Resort & Residences Riviera Bahama Selects Agilysys Property Management System and Point-of-Sale Technology to Deliver Luxurious Leisure
Agilysys | April 4, 2023
The New Beachfront Bahamian Resort Invests in Innovative, Customizable Solutions to Help Staff Personalize and Cater to Needs of Guests and Residents ALPHARETTA, GA — APRIL 4, 2023 — The luxury travel market size is expected to grow considerably between 2022 and 2029. A recent article in Forbes indicates luxury travelers are trending toward longer lengths of stay, higher average orders and increases in the booking window. To fulfill guest expectations and provide an exceptional experience across the entire guest journey, the Goldwynn Resort & Residences, an 81-room oceanfront lifestyle resort on Cable Beach in Nassau, Bahamas, ...
Customers Don’t Care About the Details; They Care About the Destination
Shep Hyken | March 30, 2023
By Shep Hyken On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. That would have been enough to make most people happy. However, he continued his announcement with a three-minute-plus speech. We learned that we would take off to the west, make a U-turn a few minutes later to head east, how high we would go, the various cities we would be flying over, that we would take a right turn as we approached the runway to land, and more. I looked around and noticed many people were annoyed or had stopped paying attention to the long-winded announcement. The point is most c...
Five Ways to Execute a Five-Star Customer Experience
Shep Hyken | March 23, 2023
By Shep Hyken In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer, we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone. What you say and how you say it matters. Using a simple example to make this point, you can answer the phone and say, “Good morning.” But, depending on your tone of voice, the person on the other end will either feel as if they are interr...
The Little Nell Launches INTELITY’s Platform to Elevate Guest Experience
INTELITY | March 23, 2023
INTELITY’s smart-room tablets enhance the five-star property’s digital services and offerings for both guests and staff Los Angeles, CA (March 23, 2023) - INTELITY®, provider of hospitality’s leading guest experience and staff management platform, today announced The Little Nell in Aspen, Colorado, has implemented the INTELITY platform, via smart-room tablets, which provide the property’s guests with a more digital, upscale experience, as well as GEMS®, INTELITY’s collection of staff-facing tools. Located at the base of Aspen Mountain, The Little Nell is Aspen's only five-star, five-diamond, ski-in/ski-out hotel. The propert...
Merging High Tech With High Touch to Create a New Hospitality Paradigm
Fran Worrall | March 22, 2023
By Fran Worrall Hotels that achieve the right mix can improve operations, guest loyalty and profitability One of the key challenges facing today’s hoteliers is that of high tech vs high touch. Does technology conflict with personalized service? Is it possible to offer both during the same visit? And can hotels that utilize technology in favor of human interaction achieve guest loyalty? According to Chekitan Dev, PhD, a distinguished professor at Cornell University’s Nolan School of Hotel Administration, technology and humanity not only can co-exist but also can work together to create an exciting and engaging guest experience. ...
Mobius Vendor Partners Receives Vacation Industry Award for Corporate Responsibility
Mobius Vendor Partners | March 21, 2023
INDIANAPOLIS, IN (March 21, 2023) –Mobius VP, LLC, the Indianapolis-based business process firm that developed, deployed and currently manages CustomerCount®, an online customer feedback system, has received the GNEX 2023 Award for Corporate Social Responsibility. The award was presented at the 2023 GNEX Conference in San Diego, CA on February 7, 2023 at the Hotel Del Coronado. CustomerCount, created by MobiusVP, collects, measures and reports customer feedback through branded customized online surveys. These surveys are formulated to measure the quality of the customer experience in more than forty languages. CustomerCount fee...
Why Hotels Benefit From a Proactive Approach to Reputation Management
Thomas Zarikian | March 20, 2023
Improve communications with guests and give hoteliers the ability to shape their hotel’s reputation By Thomas Zarikian As hoteliers, we often discuss reputation management as if we are reacting to bad feedback with no other recourse. Our guests arrive on property, we give them the best experience possible, which reflects in our review scores – we all know the drill. However, it’s now possible for hotels to take a proactive approach to reputation management by using digital communications technology to intercept guest requests and reviews as they appear. Hoteliers can now use technology to shape their reputation rather than allowin...
Hotels vs Airbnb: Winning the Tech Convenience Game
Martin Soler | March 17, 2023
By Martin Soler A while back, I shared a post on LinkedIn where I pointed out that, from a digital guest experience perspective, Airbnb is miles ahead of the hotel industry. I warned that if hotels don't step up their tech game, they might lose customers to Airbnb because, let's face it, the experience is just a lot smoother. That post stirred up some interesting reactions, with people defending their preference for hotels over Airbnb, complaining about Airbnb's cleaning fees, and so on. But it seemed like most folks missed the whole point. It's not about Airbnb vs. hotels or one taking over the other – we've moved beyond that. We al...
