An overview of technology for hospitality.
The hospitality industry moves so quickly that sometimes it is hard to blend the new and the old. The well-known hospitality professional, Larry Mogelonsky, has developed a tool that will keep hotel executives, managers, staff and students up to date with current issues in the hotel industry. The Llama Digital educational program is an online interactive suite specifically designed for hoteliers to sharpen their skills. I had the opportunity to use the product as both an instructor and a student. It is built on Larry’s writings in online hospitality journals. Instructors can log in to the site and set up courses geared toward desired skill-sets. It’s a simple process, due dates are fully customizable, and completed assignments can be graded with comments from the instructor. What I liked most about the answers section is the lack of “multiple choice.” The questions are posed in such a way that students have to come up with a creative solution to the issue at hand – just like they would if faced with the situation in person. Larry gives real-world scenarios, everything from dealing with travel writers to mitigating bad TripAdvisor reviews, and asks the students how they would respond. I believe this …
Social media has become more and more visual. From Vine to Pinterest, hotels are trying to catch the eye of the browsing potential guest. We launched our own Instagram account recently, so I became curious as to how our hotel friends are using it to engage with guests. Although websites and other social networks give hotels plenty of opportunity to show off photos of guest rooms and amenities, the highly visual aspect of Instagram allows properties to share more than usual. This could mean photos taken a different times of day (think poolside under the stars), the same room photographed for different weddings, or different types of travelers enjoying common areas. Show off your local environment. Send a few employees out into the area around you and have them capture the “feel” of your surroundings, giving guests a better idea of what to expect – or local surprises to look for – when they arrive. I could see this being an enjoyable team-building activity, or an easy way to let guests see through the eyes of your staff, connecting with them before the stay. Around here, we chose to use Instagram to share our zany side. From office pranks to …
With recent “tell-all” books, websites devoted to reviewing guest rooms, and hotel horror stories gaining an eager audience online, today’s guests are more germ-phobic than ever. We know that cleanliness is just as important to operators as it is to guests, because their reputation and success is on the line; and many hoteliers have gone the extra mile to reassure guests of that fact before and during their stay. Best Western has armed housekeeping staff with black lights and UV wands. The use of black lights show areas that need cleaning beyond what the staff can see in regular light, and the UV wands are held over high-touch areas (think TV remotes and light switches) to sanitize them. The marketing is what makes the difference to the guest in terms of booking and loyalty. Even before seeing a room in person, guests who are aware of these practices feel more comfortable with the level of cleanliness they can expect upon arrival. The Renaissance Washington Dc has placed cards under the beds to help reassure guests that the room has been thoroughly cleaned. In the event that a cautious guest pokes around under the bed, they would find a card reading, …
Pets are known to calm nerves, increase happiness, and create an organic means of interaction – all key pieces of a great hotel experience. Properties around the world are finding new and creative means of incorporating the animal kingdom into the guest journey. An idea born from a weekend hunting trip and a few sips of whiskey in the 1930’s led to what is now known as the Peabody Marching Ducks at the Peabody Hotel in Memphis. The ducks march on a red carpet from their Royal Duck Palace on the hotel rooftop down to the fountain in the lobby each day, surrounded by delighted hotel visitors. Giraffe Manor, in Nairobi, Kenya, is known as “the only hotel in the world where you can eat breakfast with giraffe.” This historic property is home to eight Rothschild giraffe who visit the manor in the mornings and evenings to visit with guests (and grab a quick snack.) Probably the most well-known example is Kimpton’s Goldfish Program. Guests can choose to have a goldfish in their room to keep them company, and the staff takes care of the feeding and cleaning duties. Ashford Castle in Ireland, built in 1228, offers classes in the …
Has the “special request” section of your website’s online form ever landed you in a pickle? Most of you have probably heard about the “three red M&Ms ” request. Reddit user Dustin Wray typed “Three red M&Ms on the counter. Not packages, just three single M&Ms. One for me, one for my girlfriend and one to split if we get hungry late at night. And a picture of bacon on the bed. I love pictures of bacon.” When the people at Woodlands Resort near Houston actually fulfilled the request (complete with a framed picture of bacon resting on the pillow), the guest was surprised and delighted, and posted the story soon after his trip, resulting in lots of positive buzz about the hotel. The best part of fulfilling the silliest requests is that you give the customer a story to tell. Everyone loves to be recognized by brands they have connected with. Usually, a thank you for your business postcard or a discounted return visit is enough to gain a measure of loyalty. But sometimes it’s fun for your staff, your guest, and the public when you come up with an over-the-top response for requests. Domino’s Pizza has taken …