General news and updates from Monscierge.
We’re suddenly in a new world. Current worldwide events have changed the way we need to engage with others. After considering this for a little bit, we realized changing the way face-to-face interactions occur was something we do every day. And with that, our latest product Connect Video was born. We built Connect Video from the ground up by leveraging much of our existing technology. One of our primary goals was ensuring patient and staff privacy, and the other was helping solve healthcare patient intake and communication issues. When a patient starts a video chat, they’re able to see and hear a real person on the other end engage in the humanistic side that’s often missing from digital interactions. A byproduct of this engagement is that personal protective equipment (PPE) no longer needs to be used for these engagements and can be saved for others in need. By leveraging video communication intake specialists, staff members and others can maintain a physical distance, which lessens their chances of infection. Together these savings allow the creation of a safer environment for healthcare workers and their patients. On the front of our webpage, our tagline is “start better guest relationships.” Increase communication and …
It’s time for a question we’ve asked for years – how can we help? Hospitality is hurting right now. Like yourself, we’re hoping to move past current events and get our industry back on its feet. We’re doing everything we can right now to support our partners around the world during this time. We’ve initiated payment deferral programs, activated additional healthcare options, expanded support, and sometimes even just offered a sounding board for many people that we consider to be friends. We have a simple question. How can Monscierge provide support for your team and business? One of our company values is that we have each other’s back; there’s no better time than now. Monscierge is here and available to answer questions and offer help to your team and business.
The J.D. Power’s North America Hotel Guest Satisfaction Index study showed scores improving across the board, but not as much in the areas of check in and check out. While up overall, guests aren’t quite as happy with the process as they are with the rest of the stay. It makes sense. One of the top annoyances in any experience is standing in line, and a busy front desk often means guests are doing just that. In an early Monscierge survey, we found that 49% of travelers feel that 1-5 minutes is too long to stand in line while visiting a hotel. Moreover, 66% prefer to use mobile check-out over visiting the front desk, and 79% prefer mobile for check-out. Billing accuracy and speed were found to be the biggest factors in guest satisfaction during check-out. Another point touched on by the J.D. Power study is direct booking. Jennifer Corwin, Associate Practice Lead for the Global Travel and Hospitality Practice at J.D. Power, had this to say, “Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service …
You’ve probably noticed the significant changes Facebook made to the newsfeed algorithm earlier this month. The main idea is to increase person-to-person engagement and reduce posts shared from company pages. Content shared by friends will have priority which means that creators need to focus on shareable content over clicks and likes to retain and increase visibility. Another important change is the preference of live video over prerecorded video. These are big changes that should have an impact on your social media strategy going into 2018, especially in terms of content type. Here are some practical applications that may up your Facebook engagement this year: Live video is the most obvious way to keep ahead of these changes. Hotels can use this tool to create interactive real-time content. Your focus should be on topics that are relevant to many viewers, not just potential future guests. This could include how-to videos such as housekeeping tips and drink or food prep demos. Meaningful conversations in the comments tell Facebook that more fans will want to see your post. Use your text and photo posts to inspire dialogue and ask questions. The key is to avoid “comment bait” and go for real discussion. Try …
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.