Leadership in hospitality.
Every day we talk with companies who realize they’ve been procrastinating. We’ve all done it, putting something aside to work on “when we’re ready” or “when the time is right.” And all too often, when we finally start work, it’s usually in a rush. “The last best experience that anyone has anywhere becomes the minimum expectation for the experience they want everywhere.” This quote by Bridget Van Kralingen perfectly encapsulates the growing expectation of guests. When you make it easy, guests are more willing to spend, provide better reviews, and be better tenants. They’ll give you higher latitude and be more inclined to work with you as the need arises. But how do you make it easy? Remove roadblocks, pre-emptively answer common questions, and provide clear, concise instructions. Solutions like digital signage or guest messaging can be implemented quickly. Even solutions like Monscierge’s Apple TV for Hospitality can be implemented in less than three days. It’s easy to get overwhelmed, but it’s easy and very affordable to start making changes to your property that will pay off in the long run. Your guest experience requires upkeep and maintenance, just like your property.
We talk about the guest experience, but what does it actually mean? What is an experience? The experience is how a person feels and what they think while they’re doing something. Experiences are always evolving and leverage feedback, personal viewpoints, and a focus on an outcome. An experience isn’t your app but may include it as part of the overall story and ultimate vision you’re building. How often do you think about the experience of your guests? Their journey begins the minute they decide to book a trip. Whether for business or leisure, they’re building their experience when they choose to book a trip. Each component builds upon the last until they reach the end of their journey and the cycle begins again. You’ve put in the time and hard work to make your property unique. How are guests finding your property? How are they booking? Is your booking process easy and straightforward? After you’ve gained a booking, what are you doing to keep their attention? Are you offering pre-stay messaging? How’s the check-in process? Do you offer follow-ups while the guest is on-site to ensure their stay is optimal? All of these types of actions go to the experience …
Is it a guidebook, in-room compendium, welcome book, directory, or the house rules? No matter what you call it, your guidebook is a central way to share information with guests. But there are better modern experiences that offer considerable leaps in value and benefit for both guests and owners. The digital compendium is the solution. It’s the digital means to display every bit of information you’d have in your book but presented in real-time. Your neighborhoods and communities change in real-time why shouldn’t you? A guest reviewing a digital guidebook is 36% more likely to trust curated recommendations than those from a printed binder. Real-time updates mean if a location closes or you make a change to your property, you can instantly make the update without needing to reprint or wait until guests exit. The digital compendium is consumed in real-time and delivered as a website through an SMS, QR code, or email link. It’s can also be presented as part of a welcome message through your in-room entertainment hospitality tv system. What if we told you 3 in 4 guests would prefer a digital guide to a printed binder? Most people have their mobile devices with them around the …
Today is Tuesday, July 21, 2020, and Bill Marriott’s 12th rule of success “view every problem as an opportunity to grow” stands out to us at Monscierge like a flashing hot pink billboard in the Las Vegas skyline. We are a software company that builds communication solutions for the hospitality industry; we help our clients adapt to industry changes and continuously improve communication lines with guests. According to industry researchers, the North American Boutique, luxury, and national hotelier industry forecasted an overall revenue growth between 30% and 40% by 2023. Today hoteliers are struggling to open their doors and get consistent 30% occupancy rates. The drop-off in the global economy has hoteliers desperately looking for solutions to decrease no-shows and increase brand loyalty during the pandemic. The hotel industry is in the Darwin Period. Hotels of any size that adapt will survive, and many will not. Our SMS Messaging and the Digital Directory features prove to be valuable communication tools during the COVID-19 pandemic adaptation period. The solutions are a lightweight, low barrier of entry and require no hardware investment. In a matter of days, hoteliers can be up and running with our 2-way communication engine, Connect SMS, and using our Digital …
Travel bookings, whether done by computer or mobile, will never again be separated from internet searches, recommendation sites, and reviews. Hotel companies that view this transparency as an asset take measures to delight guests, keep reviews positive, and sometimes change perceptions when a guest is inclined to complain. In days past, complaints may have been left to comment cards or front desk rants. Social media allows for a more public airing, but also creates a space for a back and forth conversation. Many times, a complaint is handled so well that the guest leaves with an even more favorable view than they would have had during a non-eventful stay. A manager at a popular family resort heard about a comment regarding a poor arrival experience and immediately called the guest to see what had gone wrong. He was able to turn the entire situation around by acknowledging the issue and sending some snacks and drinks to the room. Because of his hasty intervention, the guest was impressed and posted a public review to that effect. Engaging guests while on site is the most efficient way to surprise and delight them. Any means of communication with guests, whether it be face …