An overview of technology for hospitality.
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 …
The winter holiday season has begun, and hotels are getting into the spirit to provide memorable experience for guests during their travels. Following are just a few of the best-loved winter hotel amenities. If you’re in a snowy area and have access to horses or a nearby stable owner, nothing beats a sleigh ride to get in the spirit of the holidays. For many guests, this would be a truly unique and memorable experience. Check out Mount Washington Resorts at Bretton Woods for an example of how it’s done. Whether it’s a grand display designed by in-house pastry chefs the likes of Hyatt Regency Scottsdale or a hands-on activity for kids, gingerbread houses are a fun way to make guests feel at home during the holidays. Gingerbread men or even ornaments would be a fun project for little hands who don’t have the time or patience for an entire house. Hotels have been doing evening story time for kids for awhile. This is a great time of year to refresh your lending library or consider finding a professional storyteller. Winter needs a warm drink. Aside from the usual coffee, mulled wine and cider, a diverse tea selection goes a long …
Sad fact, leadership roles don’t always get filled by leaders. Do you exhibit these qualities? 1. Kick up, kiss down. How much time do you spend chatting it up with your fellow managers? Allot that time working with and for your team. They’re the ones that do the work you need done. Show them how important they are. Drive their passion. Believe it or not, not everyone is just out for a paycheck. Some people actually want to contribute to a team and feel like their work matters. Kick up for those people. 2. Inspire, don’t threaten. This should go without saying, but people work better when they don’t worry they might not have a job at the end of the day. At best, it’s slightly distracting. Make them work hard and efficiently by inspiring them. Threats communicate a lack of confidence, which will inhibit your team’s overall performances. Show them they play a vital role and that you trust them to play that role well. 3. You are the example. If you’re a parent, you know how it is to be watched and imitated constantly. Your team members look to you as an example of what they should do. …
[nextpage title=”1. Loyalty Program” ] 1. Offer a loyalty program reward at sign-up. A good one. Let’s say you offer a standard 7th night free. Make it a 4th night free for signing up. Then when they book that, they get 800 points. Downloading your mobile app earns them 1000 points. Replying to your welcome text is 2000 points. You get it. People like points. [/nextpage] [nextpage title=”2. Snap!” ] 2. Snap! If you’re not all over social media, you’re missing out. What better way to show guests how beautiful your property is or how fun your events are than with image-centric SnapChat and Instagram? I can guarantee someone on your team is all too eager to run these for you. Bonus: It gives angry guests a place to vent frustrations instead of TripAdvisor. [/nextpage] [nextpage title=”3. Videos” ] 3. Videos A new study from Cisco predicts that by 2019, video content will account for an astonishing 80% of the world’s total internet traffic. So make sure you provide video tours of your property, but also include culture videos. Show your staff as personable, and if you can swing it- include your guests. Especially if you target families. Show kids …