guest services
HCN To Showcase AI-Powered In-Room Tablets at The Hospitality Show
The Hotel Communication Network (HCN) | October 28, 2024
AiMe (pronounced Amy) uses natural language processing and translation capabilities to respond to guests’ unstructured requests and create actionable tasks that can be relayed from the HCN Navigator 2.0 tablet to staff; See AiMe in action Oct. 28-30 at the San Antonio Convention Center in Booth 1755 SAN ANTONIO — Oct. 28, 2024 — Artificial Intelligence is expected to have a profound impact on the travel and hotel industries as reported by the 2024 Customer Engagement Technology Study. For travelers, AI offers a powerful tool to enhance decision-making and personalize experiences. For hoteliers, embracing AI can lead to improved gu...
Choosing the Right Words Can Transform a Customer Service Conversation
Shep Hyken | October 25, 2024
In the customer service world, we’re contacted by customers who have questions and problems. A conversation that begins with the three words, “How do I …?” is an opportunity for a positive customer service conversation right from the start. On the other hand, a conversation that starts with a problem or complaint forces us to turn a negative into a positive. Words that we use can help drive the positive experience. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes. I agree with this in principle. The word yes evokes positivity. Howeve...
Stools and Stereotypes: Why Accommodating Disabilities in Hotels Is Non-Negotiable
Chuck Simikian | October 23, 2024
An employee comes to you and says they need a stool to sit on while they do their job. You immediately think – “We don’t have stools for employees to sit on. That is a standing position.” But….is that the correct response? What should you do? It is a common scenario that I frequently see in my HR career supporting the hospitality industry. The Americans with Disabilities Act (ADA) has been in effect for nearly 35 years, yet many employers still struggle with accommodating disabilities in the workplace. A recent lawsuit filed by the EEOC against TNNY Hotel, LLC, and other entities operating The Ned NoMad hotel in Manhattan h...
Hilton and Be My Eyes Launch Industry-First Partnership to Enhance the Hilton Stay for Guests Who Are Blind or Low Vision
Hilton | October 15, 2024
McLEAN, Va. – For many, checking into a hotel can mean the beginning of an exciting adventure, a relaxing getaway or important moments in life. For guests who are blind or have low vision, exploring the unfamiliar surroundings of a hotel could pose unique and specific challenges that have the potential to impact their stay. Hilton, a global leader in hospitality, announced today an industry-first, exclusive partnership with Be My Eyes to ensure guests who are blind or have low vision can experience a more accessible, seamless and welcoming stay. Together with Be My Eyes, Hilton is making available AI-powered assistance and dedicated H...
AI in hospitality: Personalizing and Enhancing Guest Services
EHL Group | July 29, 2024
This article was written as part of HFTP Digital Horizons 360 Symposium in Palma de Mallorca and also appeared in the inaugural issue of HFTPs magazine TechFin Hospitality. In the fast-paced world of hospitality, guest service is undergoing a transformative shift, due to the further digitalization and the growing importance and integration of Artificial Intelligence (AI) technologies. Of course, some of these changes are happening at a very slow pace or have so far not been visible for the customers, but one thing is for sure, that the implementation of AI in guest services is developing rapidly. Where certainly big hotel chains are ...
Train Your Entire Guest Services Staff To Elicit Kama Muta (Commonly Called That “Warm, Fuzzy” Feeling); Complimentary Registration Now Op
Doug Kennedy | June 11, 2024
Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, June 21, from Noon – 12:45pm EST. REGISTER HERE “I’m especially excited about this month’s webcast, in which I’m going to share a new word for a feeling that pretty much everyone who has worked in guest-facing hospitality jobs has had, “said KTN President Doug Kennedy. “It happens when we make an authentic, personalized, and heartfelt connection with another human. It is a mutually experienced feeling, felt acro...
Amadeus Elevates Hotel Operational Standards With Launch of New HotSOS Housekeeping
Amadeus | May 21, 2024
Innovations to the service optimization solution enable hotels to heighten operational excellence while prioritizing profitability May 21, 2024 – In an era defined by heightened guest expectations and evolving market dynamics, hotels face a dual challenge of delivering unparalleled service while ensuring sustainable profitability. As a global leader in hospitality technology, Amadeus is responding to the needs of hoteliers with the new HotSOS Housekeeping. The cutting-edge operations and housekeeping software intelligently leverage automation to drive the productivity needed to succeed in today’s competitive landscape. Build...
UrVenue Announces Integration With Book4Time
UrVenue | November 14, 2023
Spa experiences now available within UrVenue’s Itinerary Builder further unifying the guest booking journey LAS VEGAS, NOVEMBER 14, 2023 — UrVenue, pioneer of the hospitality industry’s first Property Experience Management System (PXMS) and a Skift IDEA Awards 2023 finalist, has teamed up with Book4Time, a cloud-based spa, wellness, and leisure-activity management software company, to incorporate spa experiences into UrVenue’s UV Enterprise platform. Now hotel and resort guests can seamlessly book and manage spa treatments alongside other property experiences in a singular itinerary, unifying the booking process in the pre-arrival ...
