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Guest Experience

Service Excellence 101: The Smile Reserve

B.Williams Enterprise | July 12, 2013

by Bryan Williams Some people believe that they have a limited supply ofkindness. After the first ten people, for example, their "smile reserve" will dry up, and there will be no more smiles for anyone else. Their "anticipate needs" reserve will be empty, and their "learn preferences" reserve will be depleted. They feel like they can't actually be nice to every customer they meet. It's not possible! Or is it? Commuter flight Recently, I was on board a small commuter plane that was staffed with one flight attendant. The first person to board the plane was an elderly lady, and I saw the attendant give her a warm hug and big smile before s...

MJS Hotels Chooses Unifocus to Achieve Superior Levels of Customer Service

MJS Hotels | July 8, 2013

Dallas, July 8th, 2013 - UniFocus is proud to announce the expansion of our partnership with MJS Hotels to include the Majestic Mayfair Hotel, Los Angeles. MJS is dedicated to building lifelong relationships with its team members, guests and owners by creating an environment where each guest is treated with respect and care, built on a foundation of family, extraordinary service, integrity, diversity, and open communication. The GUESTScope system provides the knowledge necessary for executives to be strategic in their continued quest to exceed the brand's promise. "MJS's competitive advantages are our core values and understanding the v...

PAR Springer-Miller Systems Extends the Atrio® Platform with the Addition of Atrio POS

PAR Springer-Miller Systems, Inc. | June 25, 2013

The Industry's First Multi-Tenant Cloud-Based POS System June 26, 2013 - New Hartford, NY - PAR Springer-Miller Systems, Inc. (PSMS), a wholly owned subsidiary of PAR Technology Corporation (NYSE:PAR) and the leading provider of guest-centric hospitality management systems announced today the newest module of the ATRIO Hospitality Technology Platform, ATRIO POS. With ATRIO, PSMS pioneered and delivered a new generation of technology for the industry by moving the hospitality industry to The Cloud, creating a new user experience, and thereby a new way of doing business. ATRIO POS, the next generation point of sale system, reduces the Tot...

Attention Vacation Rental Reservations Agents:  Go Beyond Website Search Support

Doug Kennedy | June 24, 2013

by Doug Kennedy As President of a hospitality industry sales training company for most of my entire career, I have had the opportunity to conduct reservations sales training for just about every niche of the lodging industry. I have trained five star hotels and one-star youth hostels; destination hotels and all- inclusive resorts; city center and airport hotels, conferences centers and ski resorts. But there is one niche of the lodging industry that has by far the biggest need for training such as we at KTN provide: the vacation home rental industry. I recall often hearing reservations agents at my traditional resort clients saying "Dou...

Service Excellence Teleseminar: It’s About Your Heart

B. Williams Enterprise, LLC | June 10, 2013

June 10. 2013 - Due to the overwhelmingly positive response to my latest article (It's About Your Heart), I will be offering a complimentary tele-seminar next week. Join me on Tuesday, June 18th at 2PM (Eastern Standard Time) for a special, 30-minute session based on the article's key points. NEW! Click here to download an AUDIO version of the article Click here to register! *This tele-seminar will be ideal for anyone, in any industry, regardless of department or position. Here are the three key points that will be covered: Five key points to make your heart the central focus in delivering engaging service. The role of tactics and s...

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