How do you create a culture of service? I took my son to lunch yesterday at a local place known for excellent service, with the goal in mind of learning what it is that makes this place so special. Many times, a good experience does not equal a remarkable one. In some cases, it may even take a bad experience made right for a great service culture to shine through. So my mission was to find out why this particular location has guests buzzing about service. These are the “little things” I noticed during our visit: A kitchen employee was leaving when we got there, he stopped and asked how we were in the parking lot. (Off the clock!) Three employees were at the host stand, all of them made eye contact, smiled, and said hello. Our host was upbeat and pleasant, and gave the impression he was happy to see us. We passed a busboy on our way to the table who smiled and said, “Enjoy your meal.” Overall, our server made eye contact, smiled, and was pleasant and polite through our entire visit. He was kind and unquestioning to my son, who is quite picky with his food. …
This is a round-up of some of my favorite hospitality articles from around the web. Check them out and please share your own favorites. Wi-Fi or Die: Why Hoteliers Need to Stop Charging for Wi-Fi is a concise look at the number one guest complaint through the eyes of industry expert, Larry Mogelonsky. Josiah MacKenzie explains how social media is the key to success in today’s market in Hoteliers finally get it – using social media and understanding the guest experience works. Daniel Craig discusses the pros and cons of personalized recommendation engines in his article Search Just Got Even More Social on TripAdvisor This is a great article by Terence Ronson on the hunt for the “secret sauce” – the justification for technology expenditure and what he saw at HITEC this year. In his article Hotel Loyalty Programs – Are Your Customers Feeling the Love or Asking for a Divorce? Tom Costello discusses some of the primary reasons for guest complaints about loyalty programs. This blog post from Amadeus, highlighting key points of their report, “From Chaos to Collaboration”, is a long-standing favorite around our offices. Finally, the writer of USA Today’s Hotel Check-In, Barbara Delollis, has an insightful social …
Over the last year looking for interesting first-hand hospitality stories, I’ve gathered a list of a few little-known websites where hotel workers go to share stories, inside jokes, and general tips. They never fail to provide a few laughs. Lately, it seems that these websites have grown into groups and threads on social media sites where they have gathered a bit more traction. I won’t link to them here, but many of the groups have taken to Facebook, which posed a few questions. For one, I wonder how many hotels have included this type of group message board in their online and social media policies. Are your employees allowed in these groups at all? (I do not suggest that employees should be banned, I only wonder if they are.) A majority of the posts on these groups tend toward the tell-all. Whether it’s outing a guest or the hotel itself for bad behavior, most workers keep identifying factors (such as names and dates) out of their stories, but certainly the guest who “finally admitted ownership of the dentures clogging the plumbing” will recognize her story. On the other hand, many employees seem to embody the brand standard, even under the …
New requirements added to the AAA hotel rating guidelines seem to amplify the voice of the hotel guest. We’ve all seen the recent J.D. Power reports that reflect a culture of higher than ever guest expectations. AAA’s guidelines, which were last updated in 2007, speak to the industry changes over the last few years. According to AAA’s website: “The biggest changes reflected in this update were prompted by AAA member feedback,” said Micheal Petrone, director AAA Tourism Information Development. “In a time when travelers are challenged to manage costs amid changing gasoline prices and airline add-ons, members are fed up with hidden hotel costs. For example, charges are sometimes assessed for an in-room safe, on-site fitness center or pool — whether the guest uses them or not. Members want all-inclusive, published room rates with no surprises at checkout. “Additionally, today’s family often travels with four or five electronic devices and can face dramatic increases in accommodation costs when properties charge daily Wi-Fi usage fees. The growing expectation is for in-room Internet access that is both high-speed and free,” added Petrone. Resort and Wi-Fi fees are well-known factors in the guest experience. The revised Diamond Rating Guidelines state, “Also, AAA members …
By now, everyone knows that breaking into the mobile space is a must for any brand. Travelers, especially, are fitting their experience into their pockets. From initial research, to booking, to itineraries on the go, smartphones have made their way into every aspect of travel. Our latest GEM Report will help you to understand how your guests are really using mobile and help you to find your brand’s best use of mobile technology. You can view the entire Q2 Guest Experience Management Report, or request to be notified of future reports here. Please share your thoughts and suggestions via email, or tweet them using #GuestExperience.