Everything technology-related for Monscierge.
Last month, we talked about quality local recommendations for a Virtual Concierge. Expanding on that point, I want to explain the benefits for hotel operators in curating their own recommendations versus relying on generic apps guests may already have on their phone. First, you should think of this as an extension of your concierge services. Even if you don’t have an on-site concierge, your staff will have the best picks for dining and entertainment. Owning your recommendations also ensures that they are always up to date. It takes a while for user-generated apps to catch up with business closings, management changes, and hours of operation. Hotels can stay on top of these things easily. These recommendations add tremendous value to your branded app as well, by providing extra incentive for guests to download and keep the app on their phone, by being useful and relevant even when they are not on your property, and by promoting your hotel amenities and reservation channels. Finally, this is a chance to build loyalty with your guests. Any time you own a positive travel experience, on site or off – you are building an emotional connection with your guest, giving them a something to …
Today’s post is written by our Marketing Coordinator, Angie Ford. Along with the creation of promotional material and being a go-to for all sorts of brilliance, Angie runs our company Instagram account, manages our videos, and instigates office pranks. She attended the University of Tulsa, has a background in Video Production, and at home she plays violin, tackles home improvement projects, and hangs out with her Jack Russell Terrier. Breaking news, the very last smartphone holdout finally jumped in with the other salmon and headed north. I’m exaggerating, of course, but the truth can still be found here: I did in fact get promoted to “Smartphone Owner” at the end of last year. Being the last adult in America to buy a smartphone, naturally I wondered who else was with me. Turns out, more than I expected. 56% of adult Americans are now smartphone users, and as of last June, 72% of UK adults owned one. So what does this mean for a centuries-old industry built on classic services? It presents an opportunity for hoteliers to reach that segment of the population that may not respond in the same way guests did 50 years ago. So let’s say you have …
Recommendations provided to guests via Virtual Concierge became more prevalent over 2013. This article highlights tips and tricks to keep in mind as this trend rises over the coming year. Characteristics of Quality Recommendations: Real, trusted, and relevant information Provided to guests through easy-to-access channels Curated by real people rather than paid for by merchants Include hours of operation, pricing information, menus or services offered, and directions Truly local on a global scale – guests have access to what they want in the immediate area, but with a network that expands to every hotel within your brand, all around the world. Maintenance The database should be consistently updated for accuracy Means of delivery should be monitored for speed and user experience Benefits Enhance the guest experience Build guest loyalty with positive memories Give guests something to talk about and share with their friends Available 24 hours a day for all guests Relieve a few of the front desk duties
We’ve had a bit of a content blitz to close out the year at Monscierge. Over the last week we launched a brand new website (welcome to our new space!), a video starring Novotel’s Virtual Concierge, and the Winter 2013 GEM Report. I am continually delighted with the talented efforts of the various teams whose work I get to share, and along with tremendous innovation and growth in product development, this year has been no exception. This is my last post of the year, so I will leave you with my favorite piece of the GEM Report, Dante Crisafulli from Hyatt Regency Clearwater Beach and the makings of a classic concierge: Skilled Listener: I love the idea of listening as a skill. A skilled listener can pick up on the slightest hints, which can in turn be used to surprise and delight your guests. Charismatic Personality: A charming personality makes your concierge approachable and goes a long way toward the comfort of your guests. True Helper: Find someone who truly desires to help others. A genuine spirit of helpfulness makes this more than just a job, and that attitude will shine through for your guests. Invested Staff Member: This goes …
Is public “brand shaming” ever a good idea? Maybe not, although I came across a story yesterday that may yet prove otherwise. A deli owner in Texas shut down his store after hearing numerous complaints about customer service. Employees are going to be trained in service, food prep, and cleaning, and the store will reopen after the “attitude adjustment” (according to the billboard outside). It reminded me of when Dominos poked fun at themselves for what was apparently bad-tasting pizza, and (very publicly) made a turnaround. There are some very positive benefits that may come from this kind of drastic brand turnaround. First, you almost have to get better. In both examples I mentioned, the owners and manage have put themselves in a position to get results “or else.” I’m guessing that as long as staff is loyal and willing, any brand would emerge victorious. There is also the matter of publicity. Not only is your story interesting and contagious, but you are gaining another step ahead because you’ve made a significant promise to do something well. Not to mention the return of former customers who come back when they hear what you’re doing. And finally, there is the matter …