When Monscierge first began our journey, we spent several days working in the back-of-house with staff at a well-known hotel in downtown Oklahoma City. Their team talked with us about their passion for our industry, their love for their guests, and the challenges they face every day. I asked one of the bell staff “If you could change one thing … Read More
The hospitality industry moves so quickly that sometimes it is hard to blend the new and the old. The well-known hospitality professional, Larry Mogelonsky, has developed a tool that will keep hotel executives, managers, staff and students up to date with current issues in the hotel industry.
Social media has become more and more visual. From Vine to Pinterest, hotels are trying to catch the eye of the browsing potential guest. We launched our own Instagram account recently, so I became curious as to how our hotel friends are using it to engage with guests.
Although websites and other social networks give hotels plenty of opportunity to show off photos of guest rooms and amenities, the highly visual aspect of Instagram allows properties to share more than usual. This could mean photos taken a different times of day (think poolside under the stars), the same room photographed for different weddings, or different types of travelers enjoying common areas.
Show off your local environment. Send a few employees out into the area around you and have them capture the “feel” of your surroundings, giving guests a better idea of what to expect – or local surprises to look for – when they arrive. I could see this being an enjoyable team-building activity, or an easy way to let guests see through the eyes of your staff, connecting with them before the stay.
Around here, we chose to use Instagram to share our zany side. From office pranks to birthday celebrations, Marketing Coordinator Angie Ford shows Monscierge office life from her point of view. You can follow us here, and please share your favorite hospitality and travel Instagram accounts in the comments so we can check them out.
We first want to thank our friends at The Skirvin Hilton in Oklahoma City for working so closely with us as we design new products for hotels. Learning and listening are behind everything we do, and the folks at the Skirvin have been kind enough to he…
With recent “tell-all” books, websites devoted to reviewing guest rooms, and hotel horror stories gaining an eager audience online, today’s guests are more germ-phobic than ever. We know that cleanliness is just as important to operators as it is to guests, because their reputation and success is on the line; and many hoteliers have gone the extra mile to reassure guests of that fact before and during their stay.
Best Western has armed housekeeping staff with black lights and UV wands. The use of black lights show areas that need cleaning beyond what the staff can see in regular light, and the UV wands are held over high-touch areas (think TV remotes and light switches) to sanitize them.
The marketing is what makes the difference to the guest in terms of booking and loyalty. Even before seeing a room in person, guests who are aware of these practices feel more comfortable with the level of cleanliness they can expect upon arrival.
The Renaissance Washington Dc has placed cards under the beds to help reassure guests that the room has been thoroughly cleaned. In the event that a cautious guest pokes around under the bed, they would find a card reading, “Yes, we even cleaned under here!”
It is my belief that this kind of message is further strengthened by the tendency of similar table-tent style placements to become wrinkled and dirty over time. As long as these cards are crisp and clean at all times, guests can be reasonably assured that the message behind it is truthful.
Has your hotel utilized similar measures to reassure guests of cleanliness standards? What results have you seen?