Everything about hotel staff and the teams that help hotels.
The greatest, and perhaps most overlooked, source of talent and inside hotel information can be found in the people who are carrying out the day to day tasks in the hotel. The person who knows the most about how efficient, profitable, and customer-pleasing your policies and processes are is the person who is using them every day to do their job. There are two major reasons this source of knowledge can be overlooked by management, one when bringing on outside managers who may have little experience in the hospitality but have proven to be successful problem solvers. The need to establish themselves as a leader will often prevent asking for help from the people they manage. Second, even field-proven industry warriors overlook talent in the trenches because they’ve been there, done that, wrote the book on it. However, there are many changes over time in the way daily operations are carried out. A guy who started as a bellhop twenty years ago and worked his way up to general manager may not have experienced the new PMS bogging down when twenty people are standing in line to check in. Or perhaps he’s never seen the confused look on a guest’s …
Over the recent past, the healthcare industry has begun looking to hospitality for insights into better patient care. After all, who better than the hotel industry to lead the way in making people feel more comfortable in unfamiliar surroundings? Technology plays a major role in measuring and reporting patient satisfaction, proving means for healthcare leaders to ensure the best care patients as well as their families. This is important for the wellbeing of those under care as well as Medicare reimbursement Our client, Mercy Hospital in Oklahoma City, has successfully used the Monscierge Connect app as an excellent way to provide high-quality care for patients and their families. This app provides menus for patients as well as direct links to patient health portals and valet services. Additionally, family members can access local information such as nearby places to eat, hotels, and maps to help them become acquainted with what is often a new town. Over the coming weeks we will be talking more about using technology to bring hospitality to healthcare. To see this in action, check out Mercy Hospital OKC’s app in the App Store.
Technology is making inroads in the hotel industry at a faster pace that it has ever done before. What started a few years ago with updating telephones or providing cell phone chargers has become a new world of screens, logins, and location awareness. I attended a wedding last week, so the “what do you do” conversation happened a lot. I’ve worked for Monscierge since 2011, and my company description has been updated often with new technologies arriving all the time. It’s always interesting to watch reactions when I explain what our technology would look like to the average traveler and gauge their perception of what they would find helpful or enjoyable while traveling. This week, messaging and beacons seemed to be the big hits. Technology should not detract from personal interactions, but instead it should help to create more of them. True hospitality is enhanced by technology when it creates the means to further personalization of the guest experience. For instance, many guests are more comfortable using text as a means of communication for quick requests or to order room service. This allows staff to be precise and efficient, tracking tasks in real time, and creating service opportunities that wouldn’t …
Everyone is making resolutions to be healthier, save money, have more fun, and accomplish goals. This year, get your hospitality resolutions all in one place with a mobile app. Attain Goals – The first part of meeting a goal is to name it, and the best way to stay on target is to track your progress. Today’s hotel apps can help you set and track goals in real time as well as keep your managers and staff on the same page. Improve Service Standards – When you have fewer or shorter lines and more efficient operations, you are creating an environment that allows for better staff-to-guest interactions, innovative service opportunities, and an enhanced guest experience. Use your hotel’s app to identify slow points in the guest journey and improve or even eliminate them. Reach Guests Anywhere – Mobile applications give guests hotel information at their fingertips during any phase of their journey and from any location. You can provide concierge recommendations before they arrive, dining reservations while they’re lounging at the pool, and valet contact when they’re ready to explore. Eliminate Lines – This one bears a mention all on its own. Nobody likes to stand in line, and your …
Twas the night before Christmas and throughout the hotel, Things ran like clockwork for all guests could tell,. The kitchen was closing and breakfast was prepped, And all floors were silent as travelers slept. The manager nestled all snug in his bed, While holiday profits danced in his head. The night clerk completed the last guest request, With hopes that the stillness foreshadowed a rest. When up on the third floor arose such a clatter, She sprang from her seat to see what was the matter. Away to the phone she flew like a flash, Lines were all ringing and she heard a big crash. A sleepwalker, au naturale in the lobby, And the guest on the phone was borderline sobby. The toilet was clogged and the shower was leaking, And TripAdvisor lit up with people critiquing. A man strode in and requested a bed, At the “no vacancy” sign, his face turned quite red. “I’m a loyalty member, you should be ashamed! I’m best friends with the owner!” and called him by name. Now elevator! Now ice machine! Now thermostats and power! From Wi-Fi to TVs, and toilets to showers! From the top of the porch to the top …