Recommendations provided to guests via Virtual Concierge became more prevalent over 2013. This article highlights tips and tricks to keep in mind as this trend rises over the coming year. Characteristics of Quality Recommendations: Real, trusted, and relevant information Provided to guests through easy-to-access channels Curated by real people rather than paid for by merchants Include hours of operation, pricing information, menus or services offered, and directions Truly local on a global scale – guests have access to what they want in the immediate area, but with a network that expands to every hotel within your brand, all around the world. Maintenance The database should be consistently updated for accuracy Means of delivery should be monitored for speed and user experience Benefits Enhance the guest experience Build guest loyalty with positive memories Give guests something to talk about and share with their friends Available 24 hours a day for all guests Relieve a few of the front desk duties
We’ve had a bit of a content blitz to close out the year at Monscierge. Over the last week we launched a brand new website (welcome to our new space!), a video starring Novotel’s Virtual Concierge, and the Winter 2013 GEM Report. I am continually delighted with the talented efforts of the various teams whose work I get to share, and along with tremendous innovation and growth in product development, this year has been no exception. This is my last post of the year, so I will leave you with my favorite piece of the GEM Report, Dante Crisafulli from Hyatt Regency Clearwater Beach and the makings of a classic concierge: Skilled Listener: I love the idea of listening as a skill. A skilled listener can pick up on the slightest hints, which can in turn be used to surprise and delight your guests. Charismatic Personality: A charming personality makes your concierge approachable and goes a long way toward the comfort of your guests. True Helper: Find someone who truly desires to help others. A genuine spirit of helpfulness makes this more than just a job, and that attitude will shine through for your guests. Invested Staff Member: This goes …
Is public “brand shaming” ever a good idea? Maybe not, although I came across a story yesterday that may yet prove otherwise. A deli owner in Texas shut down his store after hearing numerous complaints about customer service. Employees are going to be trained in service, food prep, and cleaning, and the store will reopen after the “attitude adjustment” (according to the billboard outside). It reminded me of when Dominos poked fun at themselves for what was apparently bad-tasting pizza, and (very publicly) made a turnaround. There are some very positive benefits that may come from this kind of drastic brand turnaround. First, you almost have to get better. In both examples I mentioned, the owners and manage have put themselves in a position to get results “or else.” I’m guessing that as long as staff is loyal and willing, any brand would emerge victorious. There is also the matter of publicity. Not only is your story interesting and contagious, but you are gaining another step ahead because you’ve made a significant promise to do something well. Not to mention the return of former customers who come back when they hear what you’re doing. And finally, there is the matter …
All managers have been there at some point. You assign a task, provide all of the necessary tools to complete it, and walk away – only to go running moments later to yank back the reins of responsibility. Why do we do this? I’ll admit that sometimes it needs to be done, but other times a project is so important or high profile that we just don’t feel comfortable handing it over to someone else. Either way, it all boils down to trust. The first step is to trust your team. Hire capable and talented people, foster loyalty and reward hard work, and you will be able to trust them with anything. After all, they will want to succeed just as much as you. Trusting and empowering your team to take a project and run with it is the first step toward ending the micromanaging cycle. If you’re stuck in the middle between “big bosses” and staff, you will also need trust in your higher ups. Allowing your team to come into its own is much more difficult when you fear for your job at every turn. My hope is that you work for someone who understands the difference between …
This morning, I read an article about the strange excuses employees have used to get the day off work. And yes, some of them are so completely unbelievable that the dishonesty level should be a red flag. But what struck me most was the amount of time and money companies admitted to using to try to catch these employees in a lie. It reminded me of a boss I had once who loved for his employees to live in constant fear over their job security. I was in a car accident on my way to work one day, and after yelling at me on the phone, he sent a coworker to the scene to verify my story. If he had taken the time to develop a better culture, he would have found that a team motivated by loyalty is more efficient than one motivated by fear. For the most part, though, I believe the “culture of fear” comes about by accident, accumulated over time with out-of-date rules, arbitrary policies, and regulations devised by out of touch higher-ups. A born rebel myself, I encourage managers to challenge the rules. An overabundance of rules can feel oppressive and discourage creativity and loyalty. …