guest service excellence
Hotel Guests’ Most Common Complaints and How to Prevent Them
Victoria Lim | February 21, 2018
People who travel often know that hotel service isn't always as seamless as they've grown to expect. Furthermore, people who do travel a lot tend to notice some things that regular customers maybe wouldn't. Hotels that do everything in their power to prevent common problems from occurring have a better chance of retaining their customers and keep an undamaged reputation. It's vital for hoteliers to know how to deal with every situation and train their staff to be up to the task if any of the problems occur. Here's our list of common issues that hotel guests encounter when staying at a hotel. Unclean Rooms This is a c...
Three Tips to Create a Memorable Experience For Your Guests
Bryan K. Williams | August 22, 2016
by Bryan K. Williams Could it be? Is it even possible? What are the chances that every touchpoint is memorable? Each team member is engaged. All leaders act as though they are not just managers, but rather CEOs of their respective departments. Vince Lombardi famously said…. "We will chase perfection, and we will chase it relentlessly, knowing all the while we can never attain it. But along the way, we shall catch excellence." The real leaders live and breathe that philosophy. Good is never good enough. Only excellence will do. It usually only takes a few minutes, but I can always tell when I've encountered a culture of ...
The Happiest Hotel on Earth?
Bryan Williams of B.Williams Enterprise | December 3, 2014
by Bryan Williams Pharrell Williams has an infectious hit song called, Happy. To be honest, it's hard to not feel happy when you are listening to it. The staff at the Hilton Garden Inn - Maple Grove, MN, probably have that song constantly piping into their employee break room. I travel regularly, and am in hotels all the time. I can confidently say that I've NEVER met a more comprehensively happy staff in my life. I don't just mean the front desk clerk. I'm talking about the cooks, bussers, housekeepers, and servers. I got to the hotel very late at night after a long day of travel, and the front desk agent made me feel like she had been...
