We were thrilled to work with RLH Corporation on the release of their updated Hello Rewards App earlier this month. “We built the Hello Rewards App with the modern traveler in mind,” said SVP and Chief Information Officer John Edwards. Some of the key updated features include: More convenient mobile keys built to work with multiple door locks, letting owners choose the manufacturer that works best for their property. Text capabilities with the ability to communicate directly to hotel staff before, during, and after the stay. App check in at all Hotel RL locations. Synch with interactive screens in select lobbies to give guests information on local area in the lobby, then take it with them on the app. Guests enrolled in Hello Rewards guest recognition program have a tailored experience with access to their account and stay credits in real time. Hotel curated local recommendations.
Good customer service skills are practically inherent for people who love the hospitality industry, but brand standards exist to turn a good guest experience into a remarkable one. Often these are seemingly minute touches, but they have the potential to make a huge impact on the guest. I have found all-staff training to be one of the biggest tells for a culture of service. This typically includes eye contact and some form of communication from every staff member when they are in contact with a guest, even if they are not in a guest-facing role. It’s about being gracious and accommodating through absolutely every phase of the guest journey and includes every staff member who is in uniform, even if they are off the clock. Management makes a big impact here as well. Experience scores go up when management is engaged with the guests, even if they’re not doing anything different than the staff. It’s a little thing that nudges the general culture in the right direction. Any growth in service development should be sustained with recognition. Both immediate praise and a tangible reward in the form of a comped meal or an extra long lunch can go a long …
The phrase “Bring Your Own Content” has been floating around the industry over the last few years, initially brought on by travelers streaming content to smartphones and laptops, but now delving into the realm of smart TVs in the guest rooms. This is a natural move now that people are no longer limited to a viewing schedule at home. Bringing that level of choice during travel is a great way to make guests feel more comfortable. A key preventative for brands in this trend is data security, namely finding a way to remove any potential guest data from devices before the next guest arrives. To address this, Monscierge has partnered with Jamf, experts in mobile device management in various industries such as healthcare, so hotels can confirm that personal data is not accessible from the in-room devices upon check-out. Providing guests with the means to view content as they choose from their own accounts is only way to utilize Apple TV in guest rooms. For more ideas, see our other posts in this series. Apple TV and Data Security Apple TV for Guestroom Communication Hotel Guest Experience with Apple TV
The EU GDPR (General Data Protection Regulation) takes effect in May and organizations that collect and store data on consumers are making the last changes for compliance. We’ve already touched on general compliance and the definition of data for this regulation, so today I want to talk about consent. Strict consent standards are going to be a key portion of the GDPR. No longer allowed to be buried in Terms and Conditions, protected citizens must now see and consent to a plain-language, full-disclosure of the following: What data is being collected Who is collecting the data The purpose for collection How long data will be stored Persons will have the right to withdraw this consent at any time and to access, correct, or delete any of their personal data, and companies collecting and/or processing data must provide the means and instructions for people to do so. Further, parental consent may be needed for minors, and sensitive personal data (which includes information such as biometric data or personal preferences/beliefs) will require explicit consent. For more information about how this regulation affects hospitality, please see our other posts in this series: What is GDPR and What does it Mean for Hotels? GDPR …
You’ve probably noticed the significant changes Facebook made to the newsfeed algorithm earlier this month. The main idea is to increase person-to-person engagement and reduce posts shared from company pages. Content shared by friends will have priority which means that creators need to focus on shareable content over clicks and likes to retain and increase visibility. Another important change is the preference of live video over prerecorded video. These are big changes that should have an impact on your social media strategy going into 2018, especially in terms of content type. Here are some practical applications that may up your Facebook engagement this year: Live video is the most obvious way to keep ahead of these changes. Hotels can use this tool to create interactive real-time content. Your focus should be on topics that are relevant to many viewers, not just potential future guests. This could include how-to videos such as housekeeping tips and drink or food prep demos. Meaningful conversations in the comments tell Facebook that more fans will want to see your post. Use your text and photo posts to inspire dialogue and ask questions. The key is to avoid “comment bait” and go for real discussion. Try …