Industry Happenings

/Industry Happenings

Industry Happenings

Chinese spending less on hotels but still flash the cash (China Daily, Beijing / Asia News Network)

April 8, 2013

By Wang Zhuoqiong, China Daily, Beijing / Asia News NetworkMcClatchy-Tribune Regional News April 08--BEIJING (China Daily/ANN) -- Despite the massive purchasing power Chinese tourists have shown overseas, a recent survey found travelers from China paid less than those from elsewhere for their hotel rooms in more than half of the countries contacted. The report, conducted by hotels.com, a leading online accommodation booking website with almost 200,000 properties around the world, found most of the discounts in Europe, triggered by the troubled situation in the eurozone, according to Jessica Chuang, its senior marketing manager for Greater Chi...

Service Excellence: Four Lessons ALL Businesses Can Learn from a Five-Star Resort

Bryan K. Williams, D.M. | November 2, 2012

by: Bryan K. Williams, D.M. November 2, 2012 Have you ever experienced service so pure that you could literally feel it? Service that is unpretentious, unrestrictive, unscripted, yet seamless and professional all at the same time. Even as a service consultant, it would have been difficult for me to imagine that such a caliber of service could exist so flawlessly and naturally. I am referring to a recent memorable experience during a trip to the Ayana Resort & Spa in Bali. I wish that I could pack up a few of the staff and take them around the world with me so they can show everyone what excellence, humility and professionalism look...

World-Class Service: The Double-Platinum Rule 2.0

By Dr. Bryan K. Williams, DM | April 5, 2011

By Dr. Bryan K. Williams, DM April 5, 2011 When I wrote the Double Platinum Rule years ago, my intent was to communicate the importance of exceeding customer expectations. To exceed expectations, you must not only treat people the way they want to be treated (Platinum Rule), but treat people the way they don't even know they want to be treated (Double-Platinum Rule). I even shared some examples. Then, something recently hit me. Many people may think that the double-platinum Rule is only about anticipating needs. It is not. The double-platinum rule is also about providing information that the customer may not have known otherwise. In oth...

Customer Problem Resolution: The 100% Principle

Dr. Bryan K. Williams, DM | March 16, 2011

By Dr. Bryan K. Williams, DM March 16, 2011 When it comes to serving others, chances are that you will make mistakes occasionally. Even in the most opulent, 5-star hotels and restaurants, guests are sometimes disappointed. The same goes for hospitals, banks, nursing homes, spas, airlines, and any other businesses that serve people. The key to this seemingly unavoidable dilemma of making mistakes is how well you exemplify the "100% principle". The 100% principle is simply this: Whenever you receive a complaint or request, follow it through until you are 100% sure that the customer is happy with the resolution. It does not get much simple...

Service Superstars: Work Like You Own It!

Bryan Williams | April 20, 2010

By Bryan Williams February 2010 Years ago, when I reported for my first day of work as a restaurant busboy, the maitre'd said something to me that I have never forgotten. He said, "I want you to work in this restaurant like you own it". I remember thinking..."what on earth does he mean by that?" Not long thereafter, the implication hit me, and I never looked at a job the same again. Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time. In The Greatest Bellman I Ever Met, I wrote about a bellman who took immense pride in his job. His service not onl...

Make Each Touchpoint Memorable: Cha-Ching!

Dr. Bryan K. Williams, D.M. | April 20, 2010

By Dr. Bryan K. Williams, D.M. April 2010 A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a deposit or a withdrawal. More deposits equal more customer engagement, and more withdrawals equal less engagement. Pretty simple right? I even have a client whose employees give a cheer whenever someone makes a deposit...: "Cha-Ching!" I couldn't stop smiling after I heard that one. I would like t...

5 Stars vs. 4 Stars: What’s the Difference?

Bryan K Williams | January 12, 2009

by Bryan K. Williams January 2009 - Championship winning coaches have a habit of demanding excellence from everyone on their team. They never tolerate mediocrity from anyone. Incredibly high standards are discussed everyday (yes, everyday). This article, however, is not about sports. Nor is it about AAA ratings, Mobil ratings, or Michelin Guide ratings. It is about what separates very good from exceptional. I've had the privilege to work with 5-star hotels, restaurants, and spas. I have also worked with 4-star establishments. The difference between the two is like night and day. 4 star properties are reputable and very good. In most cas...

The Greatest Bellman I Ever Met…

B.Williams Enterprise, LLC | April 3, 2006

by Bryan K. Williams, April 2006 In my current role as corporate director of training and organizational effectiveness, I travel quite regularly, and am able to experience service at some of the finest hotels in the world. In fact, I consider myself to be an expert in not only assessing world-class service, but delivering world-class service as well. During a recent business trip to Chicago, Illinois, I stayed at one of that city's finest hotels, and was thoroughly impressed with the flawless execution of virtually every service detail. Particularly, I was privileged to have been "roomed" by the most professional and genuine bellman I ...

Andrea Carillo Bianchi Named TRUST International Director of Business Development for Europe and Asia

January 30, 2001

ORLANDO, FL, February 15, 2001  -- TRUST International, a subsidiary of international media giant Bertelsmann AG, today announced the appointment of Andrea Carillo Bianchi as the new Director of Business Development for Europe and Asia.  Ms. Bianchi will be responsible for the acquisition of new clients in the European and Asian markets from the Frankfurt, Germany office. Ms. Bianchi has worked as product manager for tour operator DERTour since 1998, where she was responsible for product strategy, planning, and purchasing for the Southern Africa and Indian Ocean regions. “Andrea Bianchi is a critical addition to our business...

Update: AH&MA Conventions – Spring, 2001/ Feb 2001

January 30, 2001

Update: AH&MA Conventions Spring, 2001 AH&MA Legislative Action Summit February 27 - March 1, 2001 Loews L’Enfant Plaza Hotel, Washington, DC Uncertain times call for firm leadership to guide your business. Now you can have a voice in deciding how your business will fare in these uncertain times. Join hoteliers from throughout the country as the American Hotel & Motel Association lobbies Capitol Hill on behalf of the U.S. lodging industry. The fourth annual Legislative Action Summit is an important component of AH&MA’s efforts to support legislation favorable to our industry.  At the summit you will hear from in...

Wingate Franchisee Doug Stafford Opens the 100th Wingate Inn Hotel in Concord, NC. / Mar 2001

January 30, 2001

 Wingate Franchisee Doug Stafford Opens the 100th  Wingate Inn Hotel in Concord, NC.   PARSIPPANY, NJ (March 22, 2001) - Wingate Inns International, Inc. today announced the opening of its 100th franchised Wingate Inn hotel as franchisee Doug Stafford opened the doors to his 93-room property at 7841 Gateway Lane NW in Concord, NC.   “The opening of the 100th Wingate Inn hotel in Concord is a major achievement for the brand as it pushes the chain past a significant landmark in terms of open hotels and national presence,” says Keith J. Pierce, president and chief executive officer of Wingate Inns International.  “Reach...

Wyndham’s Women Awards Finalists Share Their Business Travel Secrets; Top Ten suggestions will be located in the guest services directory in every

January 30, 2001

Hotel Online Special Report  Wyndham’s Women Awards Finalists Share  Their Business Travel Secrets Top Ten suggestions will be located in the guest services directory in every Wyndham guest room DALLAS - March 19, 2001-- Women business travelers, the fastest growing segment of the business travel market, have a lot to be grateful for in March — especially if they’re jet-setting around the globe. In honor of Women’s History Month, Wyndham International, Inc. has compiled a Top Ten list of travel tips from its WOMEN ON THEIR WAY® Awards finalists to benefit business travelers across the country.  Tips include ever...

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