I returned a few days ago from vacation with family that included my children, a couple sisters and their husbands, and a bunch of nieces and nephews. Twenty-two people, to be exact. While accompanied with a fair amount of chaos, this was by far one of the best trips we have taken, due in large part to the resort where we stayed. Following are five pivotal moments that made us decide to return as often as we can. Arrival: The front desk staff was friendly and welcoming. They gave us a short rundown of where to find the important places within the resort as well as a few local recommendations they thought we would find interesting. Within two minutes, we had general knowledge of our surroundings, a solid welcome, and keys in hand. The kicker: We arrived just at dinner time with cars full of road-weary children. The front desk staff handed us a menu for pizza delivery along with a coupon for a free pizza. There is no better way to greet children than free pizza. Rooms: When we walked into our rooms, we immediately felt relaxed. Comfortable furnishings, cozy atmosphere, and immaculately clean. Everything was in top shape, …
Today’s post is written by our Senior Account Manager, Elizabeth Robinson. She’s a natural customer service leader and has been an asset to Monscierge for over four years. What makes loyal customers? Is it the product? The price? A lot of companies will market to their consumers as “Having the best product” or “Being the cheapest” or “Getting the most for your money”. That type of marketing can entice many buyers to purchase a product, however, how many of those buyers return? I started asking myself what makes me return to a particular restaurant or purchase additional services from a company, and I discovered that loyal customers can be achieved in three simple ways: Listen to their needs. Prove your loyalty. Make them happy. Listen to their needs: You must be able to understand their needs and guide them through to the solution. Prove your loyalty: Take their ideas and think outside the box to see how you can make them a reality. Make them happy: Listen to their frustrations and correct it with sincere understanding. Be the “savior” when they need help with something at the last minute before an important account walks through the door. A customer …
Our latest Guest Experience Management Report covers an issue I have seen brought up countless times over the last few months – how to go beyond developing and maintaining a fantastic app to the place where people are actually using it. This report outlines staff app adoption by department, creative ways to talk to your guests about your app (without adding more stress to the check-in process), and further reading to keep you in the know about this technology. Also, find out exactly how your property can benefit from multilingual features of your app by using it to enhance personal connections and streamline services. You can get your complimentary copy of the report here, and as always, we’d love to hear your thoughts. Tweet using #GuestExperience or send us an email.
Fleur Miessan is my name and I’m originally from Cote d’Ivoire, a beautiful country located on the cost of West of Africa. Knowledge, curiosity and adventure makes up among the reasons why I migrated to the USA. I’m currently pursuing a Graduate Degree in Leadership and Organizational Development at the Oklahoma Christian University. When looking from the outside perspective of a layman, I never imagined that there was so much going on in the world of hospitality. I could only see the checking in and out, and never considered interest in the advancement of their technology. Therefore, I had no idea bout the brains behind the scenes in the hospitality world until I got the opportunity to work at Monscierge early this summer. In effect, like any other, the hospitality industry also needs innovations in order to ensure its growth and expansion. Monscierge has really proven to be a linchpin in their development and expansion. They do a very good job in coming up with brilliant ideas for the guests in hotels to find themselves at home whenever they travel around the world. How to communicate effectively with the hotel staff, how to meet their own needs, and more importantly …
In some ways, loyalty from your guests begins with loyalty to your guests. A good effort to show guests that you are committed to a positive experience with them is the first step. Sometimes we get caught up in day to day operations and everything seems to be going smoothly, but the view from the other side of the desk is different. Checking your hotel’s reviews is a good way to find out where improvement is needed. Recent surveys have found that millennials see recommendations as a key aspect of loyalty, second only to frequenting the business themselves. So any extra steps you take to secure that loyalty can easily mean generating positive buzz for your hotel. In the hospitality world, this has always included efficiency, cleanliness, friendly staff, and met expectations. In today’s world, you can increase that positive buzz by exceeding expectations in shareable ways. Social sharing tends to be image-heavy lately, so shareable moments could include beautifying a corner of your lobby for photos, surprising guests with in-room personalizations, or hand-written welcome or thank you cards. Spiffy technology, unique amenities, and interesting personalities also have a high share potential. Be sure to track mentions of your …