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
The Evolving Landscape of Hotel Reviews: Insights and Implications
Neil James | December 1, 2023
By Neil James The Shiji ReviewPro Guest Experience Benchmark Report has become the industry standard in understanding how we as an industry are managing experience. If expectations are being exceeded, guests talk about it positively and inversely; if not, reviews show it. I’ve spent some time going through the latest report, and here are my thoughts on the subject. The hospitality industry is witnessing a transformative era in how reviews and guest feedback shape its dynamics. The Report for Q3 2023 offers a comprehensive look into this evolution, revealing critical insights about the industry’s current state and future trajectory...
Easy Is in the Eye of the User
Shep Hyken | November 30, 2023
By Shep Hyken I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. I emailed the support rep to tell him it wasn’t as easy as he thought it would be, and he responded by saying, “It should be easy.” There was a difference between him and me. This ...
Redesigning Hospitality for Transformative Impact
Madalyn Scerri | November 27, 2023
By Madalyn Scerri, Anita Manfreda A new wave of thinking is transforming the concept of hospitality, especially in the eyes of customers, driven by values such as well-being, authenticity, and meaning. Researchers and consultants at BMIHMS are uncovering the fundamental pillars for creating transformative hospitality experiences. In the realm of hospitality and hotel management, we possess a remarkable power—the power to elevate individual well-being and foster positive transformations within our communities. Our industry is undergoing a profound transformation as we reimagine traditional offerings to create experiences that not only ...
Always Look for Improvement
Shep Hyken | November 22, 2023
By Shep Hyken If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups. First-class passengers and higher-level frequent fliers won’t notice, but there will be a change once Group 4 is called. Passengers with window seats will board first, followed by passengers in middle seats, and eventually, passengers wit...
Ten Ideas to Add Memorable Details to Your Hotel
Adam and Larry Mogelonsky | November 15, 2023
By Adam and Larry Mogelonsky “It's attention to detail that makes the difference between average and stunning.” (Francis Attenbury, 1663-1732) To put this into an adage that we prefer and have used, “The story is in the specificity.” As a thought, how many times have you stayed at a hotel where the interior of the guestroom offers no distinctive finishes so much so that you could wake up and not know what brand or city you are in? While this may be fine for the economy and midscale hotels-in-beds operations, if you want to chart a course for above-market ADR increases, your hotel needs an identity. Some of this comes through ...
Mandarin Oriental, Costa Navarino Select IRIS’ Digital Ordering App to Elevate the Guest Experience
IRIS | November 15, 2023
The stunning beachfront resort in Greece deploys IRIS’s F&B digital ordering and guest directory app to offer an unparalleled level of service and mobility to guests IRIS, a global market leader in digital F&B ordering, guest directory and concierge solutions for hotels and restaurants, has been chosen by Mandarin Oriental, Costa Navarino to provide a digital F&B ordering and guest directory platform for their guests to reflect their commitment to delivering exceptional guest experiences. With breath-taking views over Navarino Bay and a peaceful Mediterranean backdrop, the stunning hotel offers sweeping bay v...
How To Train Your Staff To Meet Luxury Service Standards Without Sounding Scripted and Insincere
Doug Kennedy | November 14, 2023
By Doug Kennedy Hoteliers in the upscale, luxury, and ultra-luxury segments of the lodging industry not only have to be concerned with the preferences of their actual guests, but also with the sometimes-ambiguous standards imposed on them by their brand, soft-brand, membership/affiliation, or by third party luxury hotel rating services. Indeed, achieving and maintaining those stars, diamonds or other merit-based symbols has never been easy and always represents a significant accomplishment. Surely, meeting these standards is important, and therefore it is essential that all staff are well-versed in the requirements. However, too many ho...
The Customer Hierarchy of Needs
Shep Hyken | November 9, 2023
By Shep Hyken Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9). In one of my podcast interviews, someone mentioned Maslow’s model and thought a similar model could be created f...
How To Get Your Digital Guest Directory Fit for the Festive Season
Zhandra Gomez | November 8, 2023
By Zhandra Gomez A hotel’s guest directory is often regarded by guests as a valuable reference tool. Containing all the information they might need during the course of their stay – from hotel facilities and local attractions, through to F&B menus, local transport links, special promotions and links to booking systems, to name just a few. For hoteliers however, it is a valuable avenue towards those all-important, revenue driving, upsell opportunities. Upsell opportunities which can be maximised by showcasing the extent of the services and amenities available whilst at the same time enhancing the guest experience. Increasingly ho...
Pennyhill Park Hotel & Spa Adopts VingCard Door Lock Technology for Enhanced Security and Solution Reliability
ASSA ABLOY Group | November 7, 2023
Luxury 124-room hotel deploys VingCard Signature RFID locks by ASSA ABLOY Global Solutions to ensure guest peace of mind using the industry’s latest in security encryption. Stockholm –November 7, 2023 – ASSA ABLOY Global Solutions, a leading provider of advanced security technology for the hospitality industry, has announced the successful implementation of its VingCard Signature RFID door locks by Pennyhill Park Hotel & Spa in the UK. A high luxury property situated on more than 120 acres of scenic countryside views, Pennyhill Park Hotel & Spa with its VingCard locks can now ensure that each guest experiences a safe environmen...
How Hotels Are Turning to AI
JLL | November 6, 2023
Hotel rooms are starting to feel like they were made just for you. Personalized music plays when you open the door. Lighting and air-conditioning are set to your ideal levels. A menu of the family’s favorite movies pop up on the TV, while the mini fridge is free from any food allergies. Behind it all: a hotel industry racing to deliver unique guest experiences fuelled by new technologies and artificial intelligence. “If knowing your guest is a priority to winning loyalty and increasing spend, then AI has tremendous potential in helping build guest profiles,” says JLL’s hotel asset management expert Ross Beardsell. “If a gue...
ADA Update: New Website Accessibility Law Impacting Most Businesses
Jim Butler | October 31, 2023
By Jim Butler and the Global Hospitality Group® Hotel Lawyers | Authors of HotelLawBlog.com Many hotel owners already know they need to pay attention to Americans with Disabilities Act (ADA) compliance, both to provide a positive experience for guests and to avoid costly litigation. A proposed new California law, however, should bring their focus to website accessibility; if adopted, business owners, as well as their web developers, would be vulnerable to substantial statutory damages and attorney’s fee if sued by a plaintiff who succeeds in court. JMBM’s ADA Compliance and Defense Team outlines the potential impact of this law...
Hotel Chatbot: Top Benefits for Hoteliers
Eva Lacalle | October 31, 2023
By Eva Lacalle Are you wondering what a hotel chatbot is and whether it’s suitable for your property? From answering questions to providing relevant information, this emerging technology is changing how hotels interact with guests. And they can do it 24/7. Hotel chatbots are the perfect solution for modern guests who look for quicker answers and customer support availability around the clock. If you want to know how they can help your property thrive, keep reading to discover their benefits. What is a hotel chatbot? A hotel chatbot is a technology that assists guests and customers in the hospitality industry. It can respond to que...
UrVenue Adds Director of Partnerships Position With the Hiring of Nicole Navitsky
UrVenue | October 31, 2023
New hire tasked with optimizing partner strategies and improving the service offering of hospitality’s first Property Experience Management System (PXMS) LAS VEGAS, Nev., October 31, 2023 — To support its rapid growth and streamline integrations among the vendor community, UrVenue has hired Nicole Navitsky as Director of Partnerships. In this newly created position, Navitsky is responsible for driving sustainable growth and ensuring that UrVenue – pioneer of the hospitality industry’s first official Property Experience Management System (PXMS) – delivers an exceptional product for its hotel customers and technology partners. ...
If I Don’t Do It, Who Will?
Shep Hyken | October 26, 2023
By Shep Hyken Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests. I jokingly asked him, “Was moving patio furniture included in your job description?” He said, “I just do what it takes.” That’s a great attitude to have. First, you have to be the kind of person who innately knows you should do...
The Hospitality Factor: Elevating Service With Empathy and Staff Empowerment
Frank Pitsikalis | October 25, 2023
By Frank Pitsikalis A smart observer once noted the difference between "service" and "hospitality" is the difference between being "well run" and being "well loved." While it is a fine accomplishment to earn a guest's, "They always do a nice job" endorsement, it is far better to inspire an effusive, "I absolutely LOVE that property – their team understands us and always provides just the right touch at the right time." Excellent service requires well-defined and reliably followed protocols. Hospitality adds empathy, personal connections and teams empowered to act outside of protocols when warranted. Service elevates to...
Looking at the Net Revenue Impact of Chatbots With Tata Crocombe
Adam and Larry Mogelonsky | October 25, 2023
By Adam and Larry Mogelonsky Artificial intelligence will be a topic for hotels for decades to come, but right here in Q4 2023, it’s all about deploying incremental solutions to drive more and more efficiencies and profitability. Foremost amongst all the other AI tools that hotels can deploy is the guest-facing chatbot which has the potential to help drive a channel shift away from more expensive third parties. And yet, it’s rare to see a lot of financial scenarios published on the matter that explicitly show the contribution of these technologies onto the bottom line. In collaboration with Tata Crocombe, we investigated the chatbot...
Curiosity Makes a Better CX
Shep Hyken | October 19, 2023
By Shep Hyken “Curiosity killed the cat.” According to Wikipedia, this saying first appeared in a 1598 play, Every Man in His Humour, by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information. Knowing more is not always best. That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. And that kind of ...
Despite Ubiquity, Travel Apps and Websites Deliver Substandard User Experience, J.D. Power Finds
J.D. Power | October 17, 2023
TROY, Mich.: 17 Oct. 2023 — Travel apps and websites are heavily relied-upon digital tools used by travelers, containing everything from the QR codes used to board the plane to rental car location and digital hotel keys. Despite this critical role, according to the J.D. Power 2023 U.S. Travel App Satisfaction StudySM and the J.D. Power 2023 U.S. Travel Website Satisfaction Study,SM released today, travel industry apps and websites lag behind their counterparts in other industries1 where J.D. Power measures the digital user experience. The studies, which have been redesigned since J.D. Power’s last evaluation of travel industry apps...
Price Is Only Relevant in the Absence of Value
Shep Hyken | October 12, 2023
By Shep Hyken The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. How do you define that value? It’s simple. It’s the value provided in the customer experience. But, remember that your definition of this value is only good if it aligns with what customers want and hope for. L...
Do Your Hotel Leaders Truly Understand the Difference Between “Hospitality” and “Guest Service?”
Doug Kennedy | October 11, 2023
By Doug Kennedy My job as a hospitality industry conference speaker and training facilitator affords opportunities to speak with lodging industry leaders from a broad spectrum of management companies, brands, and independents. Based on my observations, I think there are a lot of leaders, including some with decades of experience who work at top-tier companies, who do not fully understand the difference between “hospitality” and “guest service.” I often hear these terms used interchangeably, yet while they are related, and while guest satisfaction requires both, they are fundamentally different concepts. Understanding the differe...
Understanding Customer Captivity: When Clients Want to Leave but Can’t
EHL Insights | October 10, 2023
Have you ever wanted to switch service providers but felt like you had no choice? If this sounds familiar, you’ve experienced customer captivity. This feeling of captivity can significantly influence how customers perceive the quality of a service and voice their dissatisfaction. However, we know little about it. How does the feeling of captivity manifest? To what extent can it harm a service provider’s business? What coping strategies do captive customers adopt? And why does this often lead to negative word-of-mouth behavior? Furrer, Yu Kerguignas, and Landry’s (2021) study delves into these questions, providing invaluable in...
Hotel Communication Network Bringing Two-Way Guest Communication Technology to Europe
Hotel Communication Network (HCN) | October 10, 2023
Growing demand for heightened guest engagement and revenue enhancement has spurred HCN to open a sales office in London and introduce its Navigator 2.0 cloud-based in-room tablet platform to hotels across Europe and the UK Ottawa, Ontario – October 10, 2023 – With increasing demand for two-way guest communications, Hotel Communication Network (HCN) is expanding globally. Developer of the widely popular, modern, multi-lingual Navigator 2.0 in-room tablet platform has recently opened a new sales office in London. Mark Brooks-Belcher will serve as VP of Sales for the UK and Europe region. “Hotel brands and independents alike are...
The Customer Is NOT Always Right – Again!
Shep Hyken | October 5, 2023
By Shep Hyken Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza. He left the store and came back with a rifle. According to an employee, “It wasn’t even a 10-minute wait when he came in with his gun. If he would have not come in with the gun and waited another two, maybe three mi...
