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
Stop It: Ten Bad Customer Service and CX Habits You Need to Stop
Shep Hyken | August 15, 2024
By Shep Hyken Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show. His awards include three Grammy Awards, an Emmy Award, a Golden Globe, and the Mark Twain Prize for American Humor. In 1960, his comedy record The Button-Down Mind of Bob Newhart reached No. 1 on Billboard’s pop album chart. But enough about Newhart’s history and accolades, why is he showing up in an article about customer service and experience? The answer can be found in one of his TV specials in a funny ...
The Key to 5-Star Ratings
Dr. Bryan K Williams | August 14, 2024
By Dr. Bryan K. Williams I recently had dinner with the restaurant manager in a very upscale hotel. He explained to me that one of his main goals was for guests to rate the restaurant a “5," as measured by their guest satisfaction survey. The survey asks a series of questions, with a corresponding scale that follows: (1=very dissatisfied, 2=dissatisfied, 3=indifferent, 4=satisfied, 5=very satisfied). The manager told me about all the initiatives he recently implemented to get the 5 rating from guests. There is a new coffee cup storage system to ensure that cups are always available for service. Then, there is the cycle-time initiative...
Top Three Reasons a Hotel-Specific CRM Outshines Generic Solutions
Cendyn | August 13, 2024
By Carlos Moncho Experience is everything in hotels today. And a Customer Relationship Management (CRM) system designed for hospitality has the power to make hotels stand out from the crowd. Positive guest interactions are the starting point for long-term loyalty and stand-out experiences. Good experiences lead to great reviews, and a progressive cycle of bookings and enthusiasm for your brand. The right hospitality CRM serves as the nerve center of your hotel, enabling you to streamline operations, cultivate long-term guest relationships, and centrally manage guest interactions throughout the hotel, including at dining, spa and leisu...
An Interview to Discuss the Hallmarks of Hawaiian Luxury
Adam and Larry Mogelonsky | July 31, 2024
By Adam and Larry Mogelonsky For those who are unfamiliar, the Halekulani is (pardon the alliteration) a hallmark of Hawaiian hospitality, with the property acting as the keystone for the densely populated beach tourism area of Waikiki in Honolulu. At 453 rooms and suites, the luxury hotel has a time-honored history, first established in 1917 and now comprising five buildings and three signature restaurants, all with an unparalleled onsite experience. Further to this article, the property closed completely for an 18-month renovation at the outset of the pandemic in 2020. Being regulars at the Halekulani, and true hotel aficionados, we’re ...
IRIS Partners With W Sydney To Enhance the Guest Stay With Mobile F&B Ordering and Guest Directory App
IRIS | July 30, 2024
Darling Harbour's newest luxury hotel leverages IRIS’ app at their hotel to enhance F&B operations and provide a seamless digital experience to guests. IRIS, a global market leader in mobile ordering and digital guest experience solutions for hotels, has been chosen by W Sydney to provide a personalised, digital ordering experience to guests and improve operational efficiencies with its cutting-edge hospitality platform. With 588 stylish rooms and suites, and multi-venue dining experiences, W Sydney brings a new energy and modern take on luxury to the city and harbour waterfront. The five-star hotel, rising over Darling Harbour, was...
Eliminate Customer Anxiety
Shep Hyken | July 29, 2024
If you have been to a Disney theme park, you know about standing in long lines. There are also signs that tell you how long your wait will be. Guests like this. When you use Uber or Lyft for transportation, they not only tell you how long before your driver arrives, they also show you a map where you can track how close (or far) the driver is from where you are waiting. When you order anything from Amazon, you receive at least three emails. The moment you place an order, you receive an email confirmation. Another email shows up in your inbox to let you know your order has shipped. And then, another email is sent once the order arriv...
AI May Make Mistakes, But It Won’t Shoot a Customer
Shep Hyken | July 25, 2024
Customers are not yet 100% comfortable with AI technology. It still makes mistakes, which is frustrating. Consider these findings from our annual customer service and CX research (sponsored by RingCentral): 70% of customers said they would rather use the phone than self-service solutions including AI-fueled technologies like ChatGPT or voice recognition software. 63% of customers are frustrated when using AI or ChatGPT technologies. 56% of customers admit to being scared of AI and ChatGPT. Even with customers’ concerns and trepidation about interacting with an AI-fueled chatbot or voice recognition technol...
Don’t Throw Fellow Employees Under the Bus
Shep Hyken | July 18, 2024
By Shep Hyken I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose. I didn’t think it would be a big deal. She could either take our meals back to the kitchen or let us keep our meals and bring out the side dishes we ordered. But to the server, it was a big deal. She started to complain about how this happens “...
Tale of Two Travel Markets: High-End Hotel Segments See Steady Guest Satisfaction Improvement, While More Affordable Hotel Segments Post Declines, J.D
J.D. Power | July 16, 2024
Higher Room Rates, Longer Stays and Fewer Trips Put Focus on Quality of Guest Rooms and Hotel Maintenance TROY, Mich.: 16 July 2024 — With an average daily rate (ADR) for a U.S. hotel room of $158.45 in May 2024—the second-highest month ever behind $159.01 in October 20231—virtually every traveler in every hotel price bracket is paying more for a hotel room. According to the J.D. Power 2024 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, travelers’ perceived value for those higher prices is very much dependent on how well the hotel delivers on their expectations. This year, the luxury and upper upsca...
Creating the Wow Factor in Hospitality
Sean Flakelar | July 11, 2024
We have all heard of the Wow Factor. We see it in architecture, the view, the interiors of a resort or in a sensational meal. We feel it in the smallest and most unexpected touches and gestures. The Hospitality Wow Factor Creating the Wow Factor in hospitality involves going beyond your guests’ expectations to deliver memorable and delightful experiences. Bringing the Wow Factor into your business will set you apart from the competition and build brand integrity. Wow Factor Contributors: Know your Surroundings Utilise the surrounding landscape (rural or urban). Know what’s in your backyard and develop local partnerships to create un...
Training Customers to Do It Themselves
Shep Hyken | July 11, 2024
More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience. Each step of the process is logical and intuitive. For customer service issues, the customer is prompted through a process. Along the way, if the customer still wants ...
The Retro Motel Trend With Hotel Zazz in Albuquerque
Adam and Larry Mogelonsky | July 10, 2024
With the recent Fourth of July holiday, we bring you a story of true American success in hospitality. The Hotel Zazz in Albuquerque, New Mexico, which opened in Fall 2022, is emblematic of the retro motel trend that has captured the hearts of drive-to-vacationing millennials and Gen Xers, alongside other independents like The Vagabond Hotel in Miami, The Dive Motel in Nashville, Skyview Los Alamos in California and Thunderbird in Marfa, Texas as well as multi-property brands like Bluebird and Urban Cowboy. Right along the famed Route 66, all of the 48 guestrooms are imaginatively decorated with colorful, eclectic finishings while the public s...
Why Hotels Should Master the Fundamentals of Guest Experience Before Adding the Bells and Whistles
Joe Vargas | July 10, 2024
By Joe Vargas, SVP & General Manager, Infor Hospitality NBA legend Michael Jordan is famous for his thrilling game style, but he didn’t get there without mastering the basics of the sport. As he famously said, “You can practice shooting eight hours a day, but if your technique is wrong, then all you become is very good at shooting the wrong way. Get the fundamentals down, and the level of everything you do will rise.” The same can be said for the hospitality industry. Innovative features undoubtedly have the potential to elevate guest experiences to new heights. However, hotel executives aiming to close the experience gap must ...
Fulfilling the Elevated Standards of the Changing Luxury Stay
Frank Pitsikalis | July 9, 2024
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 the luxury spectrum, prov...
Since When Have EV Chargers Become a Necessity for Hotels?
Linchi Kwok | July 2, 2024
I rented a pure electronic vehicle (PEV) or battery electric vehicle (BEV) for a road trip to Palm Springs in January. That was the first time I took a trip with an EV, and I discovered that a PEV was only good for short or daily commutes. I will need a hybrid EV or a gas-powered car for longer road trips. My not-as-pleasant EV experience in Palm Springs Before this road trip, I assumed that EV chargers would be “everywhere” in California because California is the pioneer in banning the sales of new gas-powered vehicles. As a result, I did not “bother” to check how many EV chargers the area or my hotel has, even though I kne...
Almost Every Hotel or Resort Customer Reads Guest Reviews
Accor | June 17, 2024
A staggering 97% of hotel guests have consulted guest reviews when looking to book a stay in a hotel or resort, according to a new report from Accor, a world leading hospitality group. The report, based on research1 carried out amongst 5,000 travellers across five European countries who stayed in a hotel or resort during the last 12 months, reveals that almost four in ten (38%) guests do so every time they book a stay, and a further 38% do so most of the time. According to the study, guest reviews and ratings are the second most important factor in the booking decision process, ranking just behind rooms and amenities, and surpassing cri...
Start With YES … Even If It Doesn’t End That Way
Shep Hyken | June 13, 2024
By Shep Hyken It’s time to revisit the idea of avoiding the word “no,” but this time, I want to approach it from a different angle. First, let me tell you about my friend Dr. Nido Qubein, a devoted husband and father, motivational speaker, entrepreneur, president of High Point University, and mentor to many, who came to this country when he was 17 with little more than $50 to his name. Almost 50 years ago, he attended High Point University, never dreaming that one day he would be president of the institution, a position he accepted in 2005. Since that time, there has been incredible growth at HPU. In his first year, the universi...
Simplify the Complicated (Part Three)
Shep Hyken | June 6, 2024
By Shep Hyken This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.” Einstein said, “Genius is making complex ideas simple, not making simple ideas complex.” What else can I add to this concept? The same day the last article came out in The Shepard Letter, I was asked to complete some “paperwork.” Once again, I ha...
Sleep Tourism Now Mainstream With the Global Sleep Symposium at the Equinox Hotel
ADAM AND LARRY MOGELONSKY | June 5, 2024
By Adam Mogelonsky, Larry Mogelonsky Once you go down the wellness rabbit hole, there’s no going back. Living a healthy lifestyle has far too many advantages. You think more clearly; you have more energy; your mood improves; you’re happier; then you end up having better relationships and being more successful overall. We wellness folks can often forget, however, that not everyone shares the same mindset. Interest is growing, sure, but we need landmark news stories to emphasize this industry’s progression from niche to mainstream and the multi-trillion-dollar opportunity that awaits hospitality brands who anticipate the societal sh...
Lessons From the Euros: What Can Hospitality Learn From Football?
Tom Brown | June 3, 2024
By Tom Brown Football and hospitality have a lot in common. For a start, there’s their ubiquity. Wherever you are in the world, you’re never too far from someone kicking a football (yes, I’m talking about soccer); just like you’re never far from a hotel, hostel or long-stay lodging. Europe’s attention will be focused on Germany this month as Euro 2024 gets underway, which makes it a pertinent time to ask: what can hospitality learn from football? Value teamwork Football is a team sport. The same is true for hospitality. Let’s explore the metaphor. The most obvious part of a football team is the players on the pitch...
The Cost of Surprising the Customer
Shep Hyken | May 30, 2024
By Shep Hyken Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark. That side trip cost the driver nothing but a few minutes of time. And the newspaper and water cost him far less than the extra tip he received f...
Gen Z Customer Experience Strategy – Dealing With Younger Generations
EHL Graduate School | May 28, 2024
You have to be careful when making assumptions about customers based on generation-specific stereotypes, as there are exceptions to every rule. However, it’s fair to say that Generation Z consumers - born between the mid-1990s and 2010 - have different customer experience expectations, including customer service strategy. And really, it’s hardly surprising. Generation Z is the first generation not to know a world without the internet. Their purchasing decisions are heavily influenced by social media. They favor a digital-first customer experience that is responsive and transparent, and they place a high value on ethical concerns when d...
What Personalized Hospitality Is and What It Isn’t
Doug Kennedy | May 28, 2024
By Doug Kennedy As a hotel conference speaker opinion writer, I always try to stay up on the very latest innovations and tech solutions, and so I start each day by reading at least a half dozen lodging industry eNewsletters. Being a provider of training in the topic areas of hospitality, sales, and guest service excellence, my eyes are always drawn to any headline with the words “personalized” or “guest hospitality” in it. Seems that just about every day, a new article comes out somewhere featuring these words, yet when I read what follows, it inevitably seems to be about some new tech or AI-powered solution that does not result in...
Twenty-One Percent of Customers Admit to Cursing at Customer Service Agents
Shep Hyken | May 24, 2024
By Shep Hyken There’s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, “I am sorry about your lost luggage. At this point in time, there are only two people in the entire world who care about your luggage, and you’re starting to make one of them upset.” Unfortunately, some customers, like the passenger in the story, are angry. If 21% of customers admit they curse at customer service agents, does that mean that 79% are lying? I’m just kidding, of course, but with customer service being m...
