As those of us in the States head into Labor Day, hotel workers are gearing up for a busy three-day weekend and some of the hardest-working days of the year. We want to take some time on this day to appreciate them. Passion for the industry is a vital trait for hospitality workers. Driving this passion is a true concern for guests and a desire to see a job well done at the end of the day. For many, the qualities that go into great hospitality are inherent and working with them is a joy. For those of you working hard to make the long weekend great for others, may your Labor Day weekend be fruitful!
Over the last few months, we’ve been talking a lot about “killing the cheeseplate”. This phrase came from the early days of Monscierge as we were working with staff at a local hotel. When asked how he would change hotel operations, one staff member said he would kill the cheeseplate. He explained that he delivered a cheeseplate as a welcome gift to guests, but he was also discarding most of them untouched at the end of the day. He expressed a desire to tailor these gifts to guests in order to provide more personalized and valued services. Killing the cheeseplate means redefining the guest journey through personalization. That is the attitude we took to heart during the creation of Monscierge Connect. Rather than using technology to decrease the need for human interaction, we have embraced the notion of using technology to create more opportunities for unique interactions with guests. We can do this through personalization of the entire guest journey, providing means of communication that guests prefer, and eliminating common guest frustrations such as waiting in lines. Specifically, hotels now have means to identify guests as they walk through the door, greet them by name, and have their favorite treats …
The latest J.D Power study measuring guest satisfaction across hotel segments had a major focus on mobility this year. The study uses seven factors to determine guest satisfaction, including reservation, check-in/check-out, rooms, F&B, services, facilities, and fees. Concerning mobile, Rick Garlick (J.D. Power Practice Lead – travel and hospitality) had this to say, “As mobile usage becomes increasingly ubiquitous for guests, the challenge for hotels becomes twofold: First, they must persuade guests to book directly with them, and second, they must encourage easy utilization of this technology. By forging direct relationships, hotels can become guardians of the guest experience, but at the center of these relationships is an establishment’s mobile strategy.” Other key findings of this study included higher satisfaction rates with direct booking, use of a hotel’s app, and among those who both read and write reviews.
August is around the corner and summer is in full swing. Beat the heat in one of these amazing hotel pools. Sanctuary Swala, Tanzania – This infinity pool overlooks a watering hole frequented by the wildlife you may also encounter on your walking safari. Four Seasons Resort Hualalai Palm Grove Pool – This pool is carved out of natural lava rock and contains over 4,000 tropical fish. Playa Vik, José Ignacio – My favorite part of this extreme pool is the black granite tiles that light up into a fiberoptic map of the Southern Hemisphere’s night sky. Grand Wailea, A Waldorf Astoria Resort, Maui – This one is for the kids and includes 9 pools on 6 different levels and the Fishpipe – a unique new ride that is the equivalent of a mile long water slide. Amangani – Located in Jackson, Wyoming, with gorgeous mountain views in any weather.
The Monscierge team has been thrilled to work with John Edwards and Red Lion Hotels to assist in rolling out new technology offerings for staff and guests. The latest Hello Rewards app, integrated with the PMS, includes new check in/check out and digital room key features as well as managing loyalty accounts and redeeming rewards. The fully integrated Connect products provide a multitude of opportunities to enhance the guest experience through greater personalization of service, efficient management of tasks, and fewer inconveniences for guests. Apple TV plays a big role for the in-room guest experience. Hotel RL guests can now access DirectTV, device management and user security, as well as content from the Hotel RL Living Stage highlighting local talent.