Monscierge Blog
Experience a better way to Connect
Author: Mandy Green
Mathematical Happiness: A Formula for Hoteliers
I read an interesting article this week that broke happiness down into a mathematical formula. The basic idea is: Reality – Expectations = Happiness. Although the idea is nothing new, this formula is fairly simple, makes sense, and applies directly to hospitality or any industry that hinges on the consumer experience. We all want happy customers, right? So what does … Read More
Three Courtesies that have Become Uncommon
Last week I experienced an unusual amount of poor customer service from various companies which led me to wonder if there is a common theme running through these industries. My personal belief is that attitudes are just different these days. Common courtesies are no longer common, and most companies haven’t begun training employees to use manners that were previously taught … Read More
Backing Up Your Social Claims
I read an article last week by Janet Fouts talking about her frustration with a hotel’s customer service using social media. I thought she brought up some very good points, and highly recommend reading her point of view. The basic gist is to be sure that you are ready before you begin to offer customer service over your social networks. … Read More
Mistakes Don’t Matter
No matter how great your staff is, and how high you set your service standards, mistakes are bound to be made. The good news is that it is not the mistake that leaves a lasting impression for your guest, it’s how you fix it that matters.
- Apologize. I think this is obvious, but I’ve noticed that there seems to be a new trend of service staff refusing to offer an apology. Whether the mistake was made by you or a team member, or even if your guest is upset over nothing, a simple “I’m sorry” goes a long way.
- Fix the problem as quickly as possible. If you can’t empower your staff to offer resolutions, then a member of the management team should be readily available to deal with the situation right away.
- If a guest is complaining about a particular staff member, do not, under any circumstance, send that staff member to remedy the situation. Aside from making both parties feel completely awkward, you should understand that trust has been lost there, and will not be regained by a forced interaction.
- If you cannot resolve the problem to the satisfaction of the guest, apologize again. There is no pleasing some people, and why it may be tempting to mouth off to someone who is certainly a lost cause, remember that the chronic complainers are also the loudest – everything you say will be used against you – on the Internet.
- The best resolution goes just beyond what the guest expects of you. If they are upset about noisy neighbors and asking to change rooms, they may expect a discount for their trouble. Go one step further and have a hand written note with a fruit basket waiting in the new room.
If you can handle conflict with grace and poise, your guests will remember that long after the mistake is forgiven.
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Guest Expectations Drive Travel Technology
If there is one thing that everyone can agree on concerning travel in 2012, it is that today’s travelers are more in the know than they have ever been. Rarely does anyone plan a trip without first checking into their destination via online reviews, peer recommendations, and property websites.
In a recent article by USA Today, Choice Hotels CEO Steve Joyce says, “I don’t know any segment of the business where people aren’t demanding more value, and I think that will remain until people feel like they have recovered their wealth, which is going to be 10 years from now. It’s free Internet, free parking, free breakfast and other services they want but don’t want to pay additional for.”
Guest experience has always been the driving force behind the hospitality industry, and this new generation of tech-savvy travelers is raising the bar for hotel owners everywhere. It is no longer enough to have the best photos, the best marketing strategy, or to coast on reputation. “Travel destinations are working harder and harder to retain credibility in the age of the incredulous.” (via Larry Mogelonsky)
A current study by Hospitality Technology shows that the second biggest IT concern for hotels is that guests expect more, and that more 50% of hotel decision-makers are planning to implement technology that allows guests to manage their own hotel experience while on the property.
The wording of that phrase is very important, because it points to how well-informed today’s guests are before they even arrive at their destination. They want to create their own experience, and need only the tools to do so. Many hotels are using customized smart phone apps to achieve better service for tech-savvy guests, and some are integrating guest-facing technology that allows travelers to view and interact with hotel and local information, weather, flight times, and more.
Travel technology is growing by leaps and bounds, and guest expectations are on the rise. Where do you think hotel owners should focus their technology budget?