Last week I experienced an unusual amount of poor customer service from various companies which led me to wonder if there is a common theme running through these industries. My personal belief is that attitudes are just different these days. Common courtesies are no longer common, and most companies haven’t begun training employees to use manners that were previously taught … Read More
I read an article last week by Janet Fouts talking about her frustration with a hotel’s customer service using social media. I thought she brought up some very good points, and highly recommend reading her point of view. The basic gist is to be sure that you are ready before you begin to offer customer service over your social networks. … Read More
No matter how great your staff is, and how high you set your service standards, mistakes are bound to be made. The good news is that it is not the mistake that leaves a lasting impression for your guest, it’s how you fix it that matters.
If you can handle conflict with grace and poise, your guests will remember that long after the mistake is forgiven.
1.
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.
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 birthday celebrations, Marketing Coordinator Angie Ford shows Monscierge office life from her point of view. You can follow us here, and please share your favorite hospitality and travel Instagram accounts in the comments so we can check them out.