The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
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The Art of a Great Arrival for Luxury Hotels
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WOW Somebody: A Leadership & Service Excellence Series
Bryan & B.Williams Enterprise, LLC | September 21, 2015
** Week 2 of 6: WOW Somebody ** by Bryan K. Williams Wowing your customers is just another way of saying, 'exceed your customers expectations', or 'create exceptional memories', or 'provide an unforgettable experience'. At the end of the day, all customers want to feel valued, appreciated, and cared for. Companies who are renowned for consistently providing exceptional service have only one standard, and that standard is to WOW by any means necessary. In iconic service brands, like Ritz-Carlton, Four Seasons and Leading Hotels of the World, there is virtually no discussion about meeting expectations. Only exceeding expectations will do....
Some Advice for Enhancing Wine Sales
Larry Mogelonsky | September 16, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Discussing wine at dinner with friends and colleagues over the years, what becomes quite apparent is that those who work in the restaurant or hotel business have vastly superior wine knowledge than the layman. In fact, most people couldn't tell you the difference in taste between a cabernet sauvignon and a merlot. For them, it's just red or white, or on special occasions, a sparkling white. How then do you get the upsell? How do you convince a patron to go from drinking by the glass to purchasing a bottle for a table? How do you get someone to opt for one of the more expensive listings inst...
Leadership & Service Excellence Series with Bryan K. Williams
Bryan & B.Williams Enterprise, LLC | September 14, 2015
** Week 1 of 6: Be Consistent ** For many people, excellent customer service can be summed up in one word: Consistency. Consistency means repeatable. You know something's going to happen or someone's going to do something. Whether it's in the morning or afternoon or evening. Or if it's a weekend or a weekday. Or even whether it's hot or cold outside. If someone visits your business 10 times, they should get 10 similar experiences. Of course, the experiences can be consistently bad, consistently good, or consistently exceptional. The focus of this module is about being exceptional. The main idea behind consistency is to develop strong ha...
Tips for Bathroom Renovations
Larry Mogelonsky | September 9, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) The washroom is such a personal, private space that any minor annoyances are especially hard to forgive because of their heightened impact on one's emotional state of being. You simply need to browse through TripAdvisor or other third-party review site comments to see how vital it is to provide for a superior washroom experience. Before diving into a batch of more specific grievances, let's address those flaws which are readily apparent and should already be on your mind: Bathroom not properly cleaned Not enough towels, floor mats or hand towels Not enough hygiene products Mold, rust, ...
The Hotel Guide to Budgeting Business Intelligence Tools in 2016
nSight | September 8, 2015
nSight's New eBook Provides Goal-Based Tips for 2016 Budgets NASHVILLE, TN - September 8, 2015 -nSight, the leader in online consumer shopping intelligence for hotels and destinations, today released its eBook on how hotels should plan and budget for business intelligence tools for the upcoming year in an always-changing consumer environment. The simple tips in this eBook help hoteliers be positioned better to increase bookings in 2016 by understanding and targeting consumers more proactively and more effectively than the competition. Hotel distribution is more complex today with a growing number of intermediaries between the hotel prod...
The Four Horsemen of the Hotel Apocalypse
Larry Mogelonsky | September 2, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) We survived Y2K. We outlived the end of the Mayan calendar. But are you ready for the total annihilation of everything your property holds sacred? These four ever-present issues are what I see have the four largest problems that we hoteliers will need to confront within the next decade. As I present the hypothetical 'Four Horsemen of the Hotel Apocalypse', let's keep in mind that not only has the idea of the biblical four horsemen changed over time, but so too will the four main detractors to our industry's current practices. PLAGUE (red horse) – The OTAs This one is like beating a dead h...
Which Hotel Type is Growing Fastest/Slowest on Facebook?
RyanSolutions | September 1, 2015
Hotels come in all shapes and sizes. Their marketing does too. Which got us thinking, do certain types of hotels experience more growth or engagement on Facebook than others? Here's what we're seeing. The Goods To find our answer we looked at over 7,000 U.S. hotel Facebook pages with a combined 40,000,000 fans and tracked their engagement and fan growth over the space of 90 days between May and August 2015. We then grouped these hotels by a few common types, features, or locations. Hotels that promote airport access or proximity came out on top with 9.8% growth and 10.9% engagement. Hotels with casinos came in at the bottom for growth (...
HX 2015 Celebrates 100 Years of IHMRS with a New Brand and Mission!
HX | August 27, 2015
NEW YORK, NY - August 27, 2015 – Attendee registration is now open for the newly launched HX: The Hotel Experience (formally IHMRS), November 8-10, 2015 at the Jacob K. Javits Convention Center in New York City. Taking the very best of IHMRS, supported by a multi-million dollar investment, we have set the stage for North America's largest hotel and foodservice trade event creating more engagement opportunities for hospitality buyers and sellers. HX offers an exciting redesigned tradeshow floor and a refreshed education strategy. Special show floor features include: HX: ONSTAGE, providing energetic conversations and demonstrations on c...
Beefing Up Your Hotel Gym In Eight Steps
Larry Mogelonsky | August 26, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Wellness is all the rage these days, and that isn't bound to change anytime in the next decade. We are increasingly becoming a health-conscious society and, with comfortable guestrooms, spas, restaurants and fitness facilities, hotels are primed to capitalize on this movement. It's the latter of these operations that is the focus here. Spas and wellness go hand-in-hand, and your F&B department likewise has numerous options in this regard (organics, local sourcing, gluten-free, calorie counting and so on). A property's gym and any other associated sports facilities are often neglected 1....
Heart of the House
Bryan Williams of B.Williams Enterprise | August 24, 2015
by Bryan Williams Here is what I believe: You are either serving the customer or you are serving someone who is. Simply put...Everyone's job exists to do something for someone else. Therefore, everyone's job is important, needed, and relevant. The Dalai Lama once said, "If you think you are too small to make a difference, try sleeping with a mosquito". Front of House and Back of House In almost every service-based business, there is the "front of house" (FOH) and the "back of house" (BOH). The FOH consists of all the customer-contact staff, and the BOH is comprised of those folks who are not as seen, but still play a crucial role. Cooks...
The Luxury Boomer: A Unique Demographic
Larry Mogelonsky | August 19, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) I have written on this topic since August of last year, but as the grand horde of boomers among us continues to gradually work their way into retirement, this topic is once again worth addressing. Normally when we discuss retirement, we talk about the nuances of balancing a tighter budget with far fewer inbound monetary streams to buoy any excessive spending. In short, retirement at a macro level means less spending overall. However, the baby boom presents a fascinating counterargument to this established demographic trend. That is, the boomers (at least in a North American sense) came into...
Hone Your Brand By Purging Its Following
Larry Mogelonsky | August 12, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) As a hotelier, you would have to be a Neanderthal to be unaware of the impact of social media on your business. Well into the throes of its growing pains, one concept that most knowledgeable marketers are now aware of is that the most primitive social statistic – likes, followers, etc. – is not the supreme measurement of influence. Instead, we look for more complex metrics like levels of interaction, website click-throughs and rates of sharing. Moreover, we look to the content marketing side of things, analyzing what generates activity and what contributes to the white noise of cyberspa...
Be A Community Leader By Supporting Local Artists
Larry Mogelonsky | August 5, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) It goes without saying that a big marketing topic these days is search engine optimization, or SEO. We're all looking for ways to increase website visibility and countless articles have pointed steadfastly to heightened exposure amongst neighborhood businesses or community organizations as a highly workable strategy. Indeed, the Google algorithms are set up to look for these local connections and give priority to businesses with the most local activity. But if everyone is going after the same thing, how do you differentiate yourself? My solution: specific and dedicated strategy. And the app...
INNCOM® by Honeywell to Provide MGM Resorts International with Reliable Large Scale ‘Smart’ Networks
July 30, 2015
MGM Resorts Works with INNCOM to Develop and Implement Scalable Multi-Vendor Corporate Network Platform for 20,000+ Guest Rooms July 30, 2015 – MGM Resorts International is acknowledged as a leader in adopting and deploying hotel guest room technology. Its properties offer networked electronic locks for security, environmental controls for guest comfort, multiple entertainment options, refrigerated minibars for convenience, and other guest controls. But, MGM Resorts' guests never see the robust network platform behind the scenes that powers the company's tech leadership. INNCOM was able to meet MGM Resorts' large-property network requ...
Observing Food Trends at Festivals and Fares
Larry Mogelonsky | July 29, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Gourmet burgers are soooo 2013. Tacos? I thought they peaked last summer. What's next year's hot dish going to be? When will our current bacon craze go belly up? (pun intended) Important to us hoteliers, if we have a vague semblance of where food trends are headed, then we can plan menus accordingly and harness the 'hype' surrounding on-the-up cuisines for an extra marketing boost. Moreover, if you're only following food trends in magazines and mainstream restaurants, then you're behind the eight ball, catching trends when they are at their peaks instead of when they are in the early adopti...
Mark Loyd Joins PAR Springer-Miller as General Manager of ATRIO
PAR Technology Corporation | July 28, 2015
STOWE, VT — July 28, 2015 — PAR Springer-Miller Systems, Inc. (PSMS) --- a wholly owned subsidiary of PAR Technology Corporation (NYSE:PAR ) and the leading provider of guest-centric hospitality management systems --- today announces the continued growth of their next generation ATRIO Guest Experience Management Platform with the appointment of Mark Loyd as General Manager of ATRIO. Mark joins the company to position the ATRIO Guest Experience Management Platform, including ATRIO PMS, POS, and Spa products as well as ATRIO's Advantage Services, for exponential growth. In this role he will oversee the software development, architectu...
The Resurgence of Small-Batch Liquors
Larry Mogelonsky | July 22, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Alcoholic beverages are far more than a vessel for inebriation. They are a pillar of the dining experience. While wine and beer are the two most common meal accompaniments in this category, there's something interesting happening in the world of spirits and other distilled elixirs. Much like that of microbreweries and limited-barrel wines, small batch distilleries are making a resurgence, and it's an opportunity you should seize. Why? Simple: product differentiation. Your restaurant or bar may be differentiated from your competitors by its décor, its view, its ambiance, its food menu, its ...
Kennedy Training Network Announces Alliance With TRACK Pulse Call And Lead Tracking System
Kennedy Training Network | July 21, 2015
KTN To help promote new system for tracking incoming reservations calls and enabling pro-active lead management follow-up. Hollywood, Florida - July 21, 2015 - KTN announced today a marketing alliance partnership with the TRACK Pulse call and lead tracking system. "TRACK Pulse is the easiest to use and most reasonably priced resource for helping lodging companies to convert more incoming reservations calls into confirmed bookings," said Doug Kennedy, President of KTN. "So far there has only been one legacy system that I know of, and I am excited to help get the word out on what I think is a much better and definitely more affordable sol...
Service Excellence: I Can’t Imagine a World Without
Bryan Williams of B.Williams Enterprise | July 20, 2015
by Bryan Williams If a grocery store can win a Forbes 5-Stars rating, this store would be it. It's one thing to be exceptional, and it's another to be consistently exceptional. MOM's Organic Store in the Washington DC Metro Area is just that; Consistently Exceptional. I can honestly say that every hotel can learn from the workplace and service culture that MOM's cultivates. Here are a few key points that MOM's excels at (and all hotels can emulate): The Staff is Knowledgeable There's something to be said for competency. If I ask ANY employee about ANY product in the store, they either know the answer or find out. One time, I was in the...
A Caffeinated Reassessment
Larry Mogelonsky | July 15, 2015
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) My morning coffee is a perpetual delight in my life, a momentary respite that I do not take lightly. I bet many of you are in the same boat! All subtle addictions aside, coffee is an essential part of many people's lives and as such, it merits your attention – both at home and at work. In this case, let's assume your place of work is a hotel or related to a hospitality setting in some manner or another. But that doesn't mean that the home coffee experience is not applicable; quite the opposite in fact. We want our guests to 'feel at home', and any actions we can take to better emulate a p...
Hotel Guest Satisfaction Reaches All-Time High; Incidence of Problems Hits Record Low
J.D. Power | July 15, 2015
The Ritz-Carlton; Omni Hotels & Resorts; Hyatt Place; Drury Hotels; Wingate by Wyndham; Microtel Inn & Suites by Wyndham; Homewood Suites by Hilton; and Candlewood Suites Each Rank Highest in Guest Satisfaction in Their Respective Segments WESTLAKE VILLAGE, Calif., July 15, 2015 -- Hotel guest satisfaction has risen to a record high, while the number of guests experiencing problems during their stay has dropped significantly, according to the J.D. Power 2015 North America Hotel Guest Satisfaction Index StudySM released today. The study, now in its 19th year, measures overall guest satisfaction across eight hotel segments: luxury...
3 Great Examples of True Traveler Engagement
Alan E. Young | July 10, 2015
By Alan E. Young, President and Co-Founder of Puzzle Partner There are some companies that claim they are guest or traveler engagement companies. These companies have developed software platforms or apps to communicate more effectively with the traveler. Their technology enables travelers check in online, purchase upgrades, and supports text messaging capabilities to order amenities while on-property as well as to send post-stay surveys. However, is this really engagement or just enhanced communication? I think we have lost the essence of what true engagement should be. I fully understand that different travelers require a different lev...
To Rock At Customer Service, You Need To Know These 8 Statistics
Katie Scheer | July 10, 2015
By Katie Scheer It's no coincidence that companies that deliver rockin' customer service are industry leaders and innovators. So why aren't companies focusing on improving the service that they deliver? It seems like this is a no-brainer; however, companies get too lazy, caught up in the day-to-day, and/or don't want to invest the time and money on mandating a focus on service excellence. Don't be one of these companies- it's careless and brainless. We want you to ROCK at customer service! Still need some convincing about why customer service should be a top priority? From a Salesforce blog post by Kendall Thorton, "18 Interesting Stats...
How Hospitality Professionals Can Help Customers Help Themselves and Why It’s Important to Do So Now
Jim Freeze, Aspect SVP and CMO | July 8, 2015
By Jim Freeze Your guests are changing, and at the heart of that change is the intersection of mobility, self-reliance and generational transformation. Travelers today live on their smart phones – a fully-functioning computer with ubiquitous high speed access and a plethora communication channels. These hyper-connected consumers increasingly prefer to buy products and services and resolve their issues without the assistance of a customer service agent. This is especially true with so-called Millennials, individuals who are 18 – 36. Any hospitality provider, like most other industries, must adapt to rapidly changing consumer expectat...
