What happens when a great concept just doesn’t work? Speaking with Jeff Haden from Inc., our CEO discussed startup mistakes and the lessons learned from them, so this week we’re taking that topic to the guest experience. Sometimes, even the best ideas fall flat on implementation. Whether they are not a fit for your particular guests or for your company culture, there comes a time when you just have to give up on a really great idea. Our CEO’s first point was to not make it about you. Sometimes a brilliant idea won’t be accepted well simply because the guest doesn’t see what’s in it for him. For instance, consider those annoying Facebook posts: “Comment for yes, Share for no!” and so on. This is a transparent grab for attention, with no benefit to the person doing the liking and sharing. However, Cape Town Tourism ran a campaign that took Facebook users on sort of a virtual vacation, complete with photos they could share with friends. That’s how you make it about the guest. Marcus also spoke about making assumptions. I know I’m preaching to the choir here, but the biggest key to great guest service is listening. Service …
Many companies are just opening up to flash sales; for hotels, it’s about filling rooms and reaching out to new guests. Some are pulling away from them due to profit loss and lack of returning visitors. I reached out to my mentor Larry Mogelonsky and asked his opinion on the use of daily deals companies in the hospitality industry. In his typical cut-to-the-chase style, Mr. Mogelonsky had this to say, “Flash sales are heroin.” Despite the initial gratification of filling beds, it is not worth the loss of profit. Many people have discussed “training the guest” and I believe this falls into the same category. Why would consumers return to paying full price (or better put, full value) for a room they know they can have 85% off if they only wait a few weeks? They’ve been trained to wait for the sale. Aside from undercutting the value proposition of the property, he explained that the displacement of regular patrons has become a secondary concern. So, imagine you have a favorite local spot for lunch or coffee, and they run a flash deal for a predetermined period of time. While they may see a huge increase in the number of …
In honor of National Waiters Day, I wanted to take a look at some of the rudest – and oddest – guest behaviors and the various ways staff can handle them. I did some research with various people in the service industry and paired it with my own experience and came up with a list of the most annoying, and all too common, guest behaviors. Top 5 Pet Peeves from the Service Industry: Bad Manners: This is somewhat all-inclusive and covers most of the list, but it is still a top issue. We all know that person, he’s easy to spot. He’s the one shaking his glass in the air, snapping his fingers for attention, and then doing his best to ignore the wait staff unless he has something to complain about. And he “knows the owner”.The Fix:There isn’t one – train your staff to be cool under pressure and never take revenge. A good venting session at the end of the week with a free meal for the staff member with the rudest guest may help alleviate some of the tension. Tipping: Servers depend on tips for a living, so when a guest refuses to tip – …
Our Summer 2013 GEM Report is all about hotels who embrace the family factor, and finds that women make 80% of travel decisions. When it comes to making family vacation plans, nobody is more influential than Mom. In light of this, I’d like to share further details on the five moms who made it to the GEM’s must-read category this season. Wander Mom: Mother of two Michelle Duffy has been traveling the world since her boys were young. This blog contains location-specific information, as well as tips on flying with infants, planning resources, and embracing wanderlust as a family. Escape Artistes: The story of a single mother, traveling with her now 12 year old son, having been on this adventure since 2010. This is a fascinating read which details the life of the constant traveler, including education, wellness, and local immersion. Luxury Travel Mom: Traveling in style with four children, Kim-Marie Evans is a well-known luxury and family travel expert. Her blog contains everything from practical travel tips and hotel reviews to travel apps and humor. Happy Travel Mom: With a focus on traveling tips instead of reviews, the Happy Travel Mom gives insights into the family travel experience based …
The increase in smartphone and tablet use and the push to deliver a mobile experience has led to arguments over mobile web versus branded apps. The debate boils down to this question: Are customers likely to download and retain an app for one experience, one stay, or one hotel brand? The answer is probably no. Depending on personality type, most people are likely to either remove the app after their stay, or forget that it’s on their phone or tablet. But there is value in a branded app for both the hotel and the guest. Hotels are able to remain connected to guests through the entire journey from booking, to requests, and even guest comments and reviews. Guests can have access to last-minute discounts on hotel amenities, hotel recommended dining and entertainment, and easy contact with various staff members for any need they may have during their stay (on-site or off). So how do you keep your app from being a one-trick pony, keeping it on your guests’ devices and useful to them off property? One suggestion is to utilize loyalty points. Many hotels are offering loyalty points to guests who download their app, and retention can occur by increasing …