Over the last few weeks, we have discussed using technology to make the guest experience more comfortable and more personal as well as to generate loyalty. As commoditization becomes an increasing concern for the industry, hospitality leaders are looking for technology that increases brand awareness and loyalty, directly influences and enhances the guest experience, and creates a stand-out impression. Did you know that your hotel’s app can help win the war on commoditization? Here are four major ways it can d0 that: Your app can put trusted local recommendations at the fingertips of your guests. Your own concierge recommendations, available at the push of a button, go a long way to owning the entire guest journey and help ensure that your guests have a great stay on and off your property. Apps offer another channel of communication with guests, especially in the area of requests. Along with branding and personalized services, this can greatly influence loyalty. App usage analytics help hoteliers keep track of guest satisfaction in real time, and make adjustments as needed much earlier than was possible only a few years ago. And finally, mobile apps have a direct positive impact on search results. For an industry already …
There is a push for hotel technology to be better than what guests use at home, but some argue that the only way to make guests feel at home is with face-to-face interaction. We’ve always maintained that technology should enhance, not remove, the personal interactions between staff members and guests, but does technology present a barrier to that “at-home” feeling? Technology for technology’s sake can be fun but can also be a turnoff for guests who prefer to go “unwired”, especially on vacation. That’s why it’s so important to research your new technology and providers completely and ensure that your tech strategy greases the wheels for a better experience rather than get in the way. People feel at home when they are familiar with their surroundings. When home, guests know the best places to eat almost any kind of food, they know how to get to the mailbox, where their car is parked, and exactly which streets to take to avoid rush hour traffic. It would take many staff members working at once to provide all of this information to every guest, but hotel apps can put it directly at the guest’s fingertips. Many travelers will peruse information via app …
If you have ever spent time working in hospitality, chances are the thought has crossed your mind that everyone should spend time working in hospitality. These lessons cross so many industries and specialties that it is viewed as almost a rite of passage into working adulthood. I humbly present some of my personal favorites: Work hard, play hard – People who work in service know how to do things all the way. They work long hours, don’t waste time on the job, and know how to have fun. Full hand in, full hands out – This is the mantra of many a floor manager. These people know how to maximize their time and talent to get a lot of work done in a short amount of time. Be kind – The customer may not always be right, but hospitality people know how to navigate the trickiest of situations, correct mistakes, and handle every personality type. This is the gold standard for customer service training and implementation. Treat every person with dignity – Hotels manage to peacefully combine people from all over the world and all walks of life under one roof. Treating each person with respect pays in happy guests, …
Labor Day, a day set aside in the US to celebrate workers – originally and specifically regarding the promotion of fair and safe working practices. During that period of the Industrial Revolution, long hours and unsafe conditions abounded, even for children. Today, Labor Day is widely known as a day off of work for the 9-5 crowd, but the long hours and extra traffic in hospitality and retail spaces make for one of the hardest-working days of the year. Over 35 million Americans are expected to travel this Labor Day, continuing the growth over the last few years and keeping hotel staff hopping. The hospitality industry is known for staffing some of the hardest working people in the world, whose breaks rarely align with the usual work week and holidays. So cheers to the hotel staff who will spend Labor Day weekend hard at work; you are appreciated. May your guests be pleasant, your labors fruitful, and your RevPAR high!
Studies have shown that today’s hotel guests book based more on price and location as seen on OTA websites than based on brand loyalty. OTA commoditization has boiled the decision making down to one photo and a number, leaving hoteliers at the mercy of a booking experience that is often out of their hands. So how does a hotel brand gain loyalty when guests aren’t looking to be loyal? Convince them to book direct. Obviously this isn’t always possible but, as we discussed here, is the best bet for both guest and host. Fight commoditization – At every step, but for those who booked via OTA, it starts at check in. Decrease or eliminate the check in line, and ensure that all front desk staff have proper training and accountability in customer service. Things like friendly demeanor, eye contact, and excellent listening skills go a long way. During the stay – Own the entire guest journey. You can do this by providing trusted local recommendations, responding to tweets from current guests who mention your hotel, or looking for other ways to go the extra mile and surpass expectations. At check out – Again, decrease or eliminate lines to check out. …