robert reitknecht
Providing a Positive Experience Across the Entire Guest Journey
Robert Reitknecht | July 25, 2018
By Robert Reitknecht Twenty percent of hotel guests say their customer experience (CX) expectations are higher than they were two years ago. So, what's changed between now and then? Greater demand for quality, consistent service organization-wide. Consider these three real guest reviews I found on TripAdvisor: · "The first night was horrible. At [midnight], kids were shouting and making noises outside my room. I called reception to get security to come and do something and tried to sleep. No one came." (source) · "The breakfast buffet staff was horrible. Whenever we would simply ask for some food to be restocked, they woul...
Listen and Do: A Mantra for Keeping Hotel Personalization Simple
Robert Reitknecht | January 24, 2018
By Robert Reitknecht Back in 2015, a guest staying at Starwood Hotels tweeted that his room was cold. A few days later, he walked into his room to find an alpaca throw, a box of tea and a handwritten note waiting for him on his bed. He immediately took to Twitter to share a picture, tagging the hotel in the post, with the caption: "Above & Beyond!!!" This story perfectly illustrates how easy it is to personalize the guest experience. You see, the concept of personalization has evolved in an interesting way over the years. In my opinion, it has been unnecessarily painted as an intimidating and costly initiative for hospital...
