An overview of technology for hospitality.
The best thing about the hospitality industry is the personal interaction. Fantastic service with a personal flair does more for the guest experience than anything else. Creating that memorable experience for guests is what lies behind the passion true hoteliers have for their careers. So in this age of technology, does the live concierge have a reason to fear the digital one? Simply, the answer is no. While digital concierge platforms can bring a new level of services to hotels that don’t already employ a live concierge, upscale brands are better served using technology to enhance, not to replace, concierge service. Local recommendations, already curated by a concierge, should be integrated into the digital concierge system. Staff can have mobile access to these local merchants (reservation numbers, operating hours, menus, and more) if they are using a concierge app, and guests are able to find their own way if they prefer. For instance, suppose a guest wants to find a dining establishment that dishes up local flavors and is family appropriate, but he has several food allergies. Rather than making phone calls and speaking with numerous people at the restaurant in question, the concierge can use his smartphone to check …
With all of the innovative and exciting ideas for hotel technology out there today, it can be difficult to find a technology partner who can suit your needs. The question is, can you believe the hype? Whether you’re choosing a company to partner with for the long haul, or a specific product, deciding which factors matter most to you and your brand can be a little overwhelming. This is a guide to help you maneuver through the new landscape of hotel tech. Top 10 Considerations in Choosing a Technology Partner What are you trying to achieve? Never sacrifice the guest experience for the latest gadget. Most new technology can provide a “wow” factor, but in the end, guests should want to use it, find it easy to use, and it should enhance their stay and help foster an emotional connection to your brand. Is your provider better at marketing than technology? Self-promotion does not equal substance, so look beyond the brand. Have you spoken with any of their clients for a real insight? Part of looking beyond the brand is finding out what other clients have to say. Even a great piece of technology with high reviews may not be …
Twas the night before Thanksgiving and all through the hotel, A feast had been planned for the swank clientele. The turkey was thawed and veggies were prepped, And all floors were silent as Thanksgiving guests slept. The manager was 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 there 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 sounding quite 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 all 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 …
Hotels are gearing up for the holiday season, kicking off with Thanksgiving here in the U.S. From a luxurious spin on traditional meals to entire events for people of all ages, each brand seems to be very unique in their holiday offerings. One hotel, the Ritz-Carlton, Laguna Niguel, seems to have a fairly diverse set of holiday offerings. Beginning November 17, guests can enjoy the Holiday “FantaSeaLand” Spectacular, a gingerbread display created by the resort’s pastry team. A tree lighting ceremony with live music, tasty treats, and a visit from Santa is the following day. Guests visiting Thanksgiving day can attend an early afternoon buffet complete with cookie decorating for the kids at ocean front Pavilions, or visit the Raya or ecoSTEAK for evening offerings. The hotel also puts on the Surfing Santa Contest to benefit Surfers healing, a foundation that seeks to enrich the lives of those with Autism by exposing them to the surfing experience. Other charitable events hosted by this hotel include a Teddy Bear Tea, the Thanks-for-Giving Buffet, and a Happy Howl-iday Yappy Hour, where pets and owners celebrate the season with donations for an animal shelter. This is not a complete list of offerings, they …
This week, I have come across more articles, posts, and rants about being put on hold than anything else. Well, all right, that’s not exaclty the case. But aside from the big news events, being put on hold seems to be bothering some people. In the grand scheme of things, being put on hold isn’t the end of the world. But for a guest who is building up steam every second they’re waiting, it can become a pretty big deal. What happens at your hotel when people call? Skipping the initial annoyance of being put on hold at all, if the situation arises, what is the best practice? I had hoped to list annoyances in some sort of order, but it was pretty evenly divided. Half the people hate marketing messages, and half hate the hold music. Only one person mentioned the beeps, but she was in favor of them. Do beeps win? Hold music: It was agreed by everyone that hold music should be soft and high-quality. No half-static radio stations, and obviously leave out anything with questionable lyrics. About half of the people said they would prefer talking over music, but those who prefer music mentioned the affect …