Hotel Carmichael Caters to Latest Guest Connectivity Trends Using BeyondTV With Voice Activated Technology and Enhanced Wi-Fi by Hotel Internet Servic
Hotel Internet Services, Inc. | August 18, 2020
Another Way to Amaze Your Customers: Pay Attention
Shep Hyken | July 15, 2020
Guest Experience
Another Way to Amaze Your Customers: Pay Attention
Shep Hyken | July 15, 2020
By Shep Hyken I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. For this article, I want to focus on the first step—paying attention. Paying attention is more than just the first step. It may be the most important step. One of our readers, Scott Anderson, shared a story about staying at a resort in Mexico. The porter followed Scott and his wife to the room with their luggage. Scott mentioned to his wife how much he would love a Dr. Pepper. (Funny… Dr. Pepper was in the example of the aforementioned article.) He di...
Vegas’s First Adults-Only Resort to Deliver Digital Capabilities With Mobile Check-In, In-Room Tablets
INTELITY | July 15, 2020
Circa Resort & Casino, opening later this year, will pair vintage Vegas hospitality with cutting-edge contactless technology to “wow” both guests and players alike. Los Angeles, CA (July 15, 2020) - INTELITY®, the leader in contactless guest experiences for the hospitality industry, announced today a new deal with Circa Resort & Casino to provide mobile check-in and mobile key, as well as deploy a fleet of 10” luxury tablets that will enable contactless service and give guests unprecedented digital control over their stays. Set to open in late 2020, the Circa Resort & Casino will pay tribute to both the history and futur...
Would You Please Leave a Review About Your Experience?
Shep Hyken | July 8, 2020
By Shep Hyken Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews? Well, the easy way is to ask for them. By the way, I recently interviewed Rupesh Patel on Amazing Business Radio, and he shared the “secret sauce” on how he gets amazing guest reviews for his hotels—and his recipe can work for any business. I suggest gi...
Hotel Internet Services Publishes New Research Report Analyzing Latest Trends in Guestroom Entertainment and Virtual Assistant Technology
Hotel Internet Services, Inc. | July 7, 2020
In-depth White paper leverages guest and hotelier survey results to demonstrate rapidly growing demand for comprehensive solutions able to address preferences for personalized entertainment and voice-activated service. CLEARWATER, Fla. — July 7, 2020 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has announced the publishing of a new white paper analyzing the latest guest trends when it comes to what they expect from in-room entertainment, convenient access to hotel services as well as the ability to interact with property amenities without increasing the risk o...
Data Shows Negative Hotel Guest Reviews Increase During Pandemic
Lodging Interactive and Commingle:Engage | July 6, 2020
PARSIPPANY, NJ – July 6, 2020 - Lodging Interactive, a full-service digital marketing, social media engagement, and reputation management agency exclusively serving the hospitality industry shares its findings on guest reputation management during the COVID-19 pandemic and the results show negative guest reviews are on the rise. “As leisure travelers kick off their summer vacations, we thought it would be useful for hotel operators to consider the guest review data we’re seeing come through our Commigle:Engage reputation management services,” said DJ Vallauri, Founder, President and CEO of Lodging Interactive. “We looked at 100 c...
Quest Griffith and Quest Robina Adopt BeyondTV GuestCast™ to Provide Guests With Latest in Content Casting Functionality
BeyondTV | June 30, 2020
Quest Griffith and Quest Robina cater to guest desire for seamless and secure access to personalized content. MELBOURNE, Australia — June 30, 2020 — BeyondTV (BTV), a full-service provider of guestroom entertainment services and solutions for the hospitality industry, has announced the successful implementation of BeyondTV GuestCast™ at Quest Griffith and Quest Robina. Owned and operated under the Quest Apartment Hotels franchise, one of the largest and most successful apartment hotel brands within Australasia, Quest Griffith, located within the Riverina region, and Quest Robina, situated on Australia’s Gold Coast, represent a le...
INTELITY and JTB Corp Join Forces to Elevate Guest Experiences in the Hawaiian Islands and Asia Pacific
INTELITY | June 24, 2020
New partnership between travel innovators to deliver tailored experiences and contactless service for hotel guests Los Angeles, CA (June 24, 2020) - INTELITY®, the provider of the travel industry’s most comprehensive guest engagement and staff management platform, announced today a new partnership with JTB Corp, Japan’s leading hospitality and travel service, to create VIP travel experiences for guests globally. The initiative will deliver robust digital capabilities and custom content in Japanese to guests through the INTELITY platform, giving JTB’s travelers personalized experiences crafted for their specific needs. “Right no...
The Benefits of Service Design
June 18, 2020
On a global scale, the tourism industry impacts over 284 million jobs. These jobs comprise an enormous sector of the global economy, with these organizations focusing on providing customers with outstanding experiences. Rather than selling their customers and clients particular products to fulfill pain points, these businesses instead focus on providing customers with a promised experience. It is through these emotion-driven interactions that customers determine if their needs have been met and their view of this particular business. Within this sector, therefore, the idea of service design has a tremendous impact. Through service design,...
Prioritizing the Need for Guestroom-Centric Experiences in a Post COVID-19 World
Bartech | June 15, 2020
LAS VEGAS — JUNE 15, 2020 — From implementing strict cleanliness procedures to reshaping the way that services and amenities are offered, it’s clear that the hotel industry has experienced a seismic shift and will look very different as the threat of COVID-19 subsides and guests begin to return. One thing hoteliers can be sure of is that the first bookings will come predominantly from business travelers. In fact, recent survey findings from consulting firm Oliver Wyman support this conclusion with approximately three-quarters of business travelers expecting to travel the same amount post-pandemic as they did before, due to an improvemen...
Taking the Extra Step to Deliver Amazing Service
Shep Hyken | June 10, 2020
By Shep Hyken Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York. From experience, she knew it was difficult to get her favorite beverage, Dr. Pepper, so she brought her own and requested a glass of ice—nothing else. When the server returned with a crystal glass filled wi...
The Path Towards Customer-Centricity in Hospitality
Alessandro Inversini | June 1, 2020
By Alessandro Inversini Customer-centricity - or guest-centricity - should be one of the major concerns of managers in the hospitality industry. In fact, in my experience, when interviewing or engaging with hotels directors on this topic, almost all of them have the perception of being fully guest-centred. This is very interesting as our industry needs really to cater to guests during all the stages of their customer journey. However, looking at the academic literature in the field, what appears clear is that there is scant evidence of organizations really addressing customer-centricity in every aspect of their service delivery and operati...
The Incomplete Answer
Shep Hyken | May 28, 2020
By Shep Hyken I recently wrote about the expected experiences gap, where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap, one that results from incomplete information. In other words, it’s the gap between the answer the customer received the first time they asked and the answer they should have received. This may have happened to you. You reach out to a salesperson or customer support age...
Welcome Back Your Guests With Contactless Experiences and Antimicrobial TV Remotes
MCOMS | May 27, 2020
New York, US, May 27, 2020 - MCOMS, acknowledging the recent COVID-19 challenges that have come to shape again the hospitality industry, has designed some innovative solutions to enable hoteliers to provide tailor made guest interactive services to mobile devices, and communicate directly with their guests. With the recent Corona virus global outbreak, the public has become increasingly concerned with public health, hotel room cleanliness and sanitation. Hoteliers are now called to adapt their offerings and standards and provide peace of mind to the guests. Through MCOMS HOTstream Mobile solution, guests have access to multiple features an...
Enseo Launches enseoCONNECT Mobile Remote
Enseo | May 21, 2020
Web Remote enables guests to connect any device over any network to control their TV and smart hotel room Richardson, TX – May 20, 2020 – Enseo®, one of the fastest growing technology service providers in the U.S., will demonstrate its newest product, the enseoCONNECT™ mobile remote at Hospitality Technology Next Generation’s TechOvation Award Ceremony on Thursday, May 21st. EnseoCONNECT is a truly universal mobile remote that hotel guests use to navigate the TV and control smart devices in their room using their smartphone or tablet. EnseoCONNECT was designed by sister company, Catapult Technologies™, LLC, and is part of Catapu...
The Growth of Golf and Other Socially Distanced Activities
Larry Mogelonsky | May 20, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Prior to the coming of Covid, I had predicted a long, slow demise for golf. However, now that social distancing is a leading trend in the new normal, this sport as well as many other activities where human contact is scant may see a strong resurgence once travel resumes. And therein lies a lucrative opportunity for hotels. Let me know with some background on my previous forecast because many of the underlying motivations will carry forward into the post-coronavirus world. Compared to boomers and other older demographics, the younger generations – millennials and centennials, that ...
Driving Voice Channel Results in Today’s New Normal
Aspire | May 19, 2020
“Industry experts” have predicted for decades that the voice channel is dead. First, they said that the voice channel would be replaced by the GDS channel. That proved to be pure rubbish. Then, they predicted complete disintegration by third-party distribution channels like Expedia and Hotwire. And don’t forget the predictions that brand websites would entirely replace call centers as it was cheaper and more efficient despite the fact that website and online marketing costs are never-ending and significant to maintain. Retailers like Zappos didn’t believe that the voice channel was dead. They have shown the retail industry what can...
7 Signs You Need Help With Your Business Guest Experience
Pierre Verbeke | May 4, 2020
By Pierre Verbeke When you’re in the hospitality business, you can’t afford to allow even one guest to have a poor guest experience. As savvy business owners know, one bad review can cascade into a waterfall of negative online commentary about your business. Once the word gets out that your staff doesn’t know how to treat guests, business guests will begin to dwindle until you find yourself struggling to rebuild a solid reputation as hospitality experts. Don’t let this happen to your hospitality business. Whether you’re running a hotel, convention center or any other kind of guest services company, it pays to recognize the sign...
There’s Magic in Managing the Details
Shep Hyken | April 23, 2020
By Shep Hyken “Detail is no detail.” I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer. On page 163, I wrote, “Our perceptions of the organizations with which we choose to work are inevitably shaped by a sequence of seemingly little experiences that can go either...
The Boss Can Kill the Customer Service Buzz
Shep Hyken | April 2, 2020
By Shep Hyken Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old. When I say it was a cold morning, I mean it was record-breaking cold. I walked out to her car and asked if I could fill her tank with gas for her so she could stay in her warm car. She was happy to stay warm and I was happy to help her. Once her tank was full, she paid me, I thanked her, and she drove off. I hustled back into the warm building where my manager a...
The Problem Didn’t Start When Your Customer Told You About It
Shep Hyken | March 18, 2020
By Shep Hyken The phone rings. A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? Maybe it happened two minutes ago—or maybe it was two days ago. Regardless, the customer called at that moment and the customer service rep has no idea, unless they ask, when the problem occurred. This gap in time is out of the company’s control—it is the customer’s ...
ReviewPro, a Shiji Group Brand, Launches Innovative Guest Experience Automation™
Guest Experience Automation™ | March 10, 2020
The launch campaign will enable widespread adoption of AI and automation by offering free service in 2020 for the first 500 qualifying hotels, up to a value of 1.2 million euros. Barcelona, 10 March, 2020: ReviewPro, a Shiji Group brand, has driven the guest experience management landscape for over a decade and is now making a decisive move into AI-powered automation with its new product Guest Experience Automation™. The product launches with an offer of free service in 2020 to the first 500 qualifying* hotels up to a value of 1.2 million euros, to empower them to act now because “Guests Won’t Wait.” Find out more at guestwontwait....
Coronavirus: Train Your Front Desk & Reservations Team to Respond to Guest Comments & Questions
Doug Kennedy | March 9, 2020
By Doug Kennedy Much has already been written about the impact of the Coronavirus on the travel and lodging industry, and I’ll leave it up to the experts in each field to talk about how this impacts revenue, distribution and cleaning procedures. Right now, I’m in the middle of two straight weeks of delivering workshops on hospitality and sales training throughout Hawaii, and so I’m going to address a question my participants are asking. “What should we say when guests mention coronavirus?” This question comes in various contexts, but it’s the most challenging when guests are calling about booking, or when they are calling t...
Guest Experience Is the New Loyalty: How Hoteliers Can Take Advantage of Technology to Elevate Guest Experience
Binu Mathews | March 3, 2020
By Binu Mathews For hoteliers, guest loyalty has become an increasingly elusive concept. A decade ago, brands would have focused on instilling loyalty through things like rewards programs or points. Now, it is more about creating an inspiring, fun, and authentic experience across the entire guest journey. Jeff Bezos once said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.” As it turns out, the recipe for loyalty in this modern, digital landscape is equal parts simple and complex for hoteliers. The basic premi...
5 Steps to 5-Star Service Excellence, Inspired by the Ritz-Carlton
Hospitality Insights | February 28, 2020
Service excellence is the foundation of luxury hotels and the Ritz-Carlton has received many awards for it. Here are 5 steps it takes to remain best in class. When you opt for a five-star hotel, you expect luxury. Marble, not granite. Silverware, not stainless steel. Crystal rather than glass. A high thread count. You expect the receptionist who welcomes you on arrival to speak your language. You anticipate valet parking or someone to show you to your room, relieving you of the burden of your heavy suitcases. You presume the hotel restaurant, or indeed restaurants, will serve exquisite cuisine at your beck and call. You want access to addi...
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