guest engagement
The Worst Sales Call Ever / Shep Hyken
Shep Hyken | May 26, 2021
Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. It is how relationships are built. So, maybe the story I’m about to share isn’t truly the worst sales call ever, but it was really bad. I’ll let you be the judge. I was contacted by a vendor who wanted to upg...
Unburdening Hospitality: How a Guest-Centric PMS Can Help Hotels Win in the Face of a Labor Crunch
Michael Heflin | May 25, 2021
By Michael Heflin, Chief Revenue Officer at StayNTouch Hotel technology exists to amplify, not burden, a hotel’s guest experience. Truly guest-centric technology should empower hoteliers to deliver their unique and ideal version of the guest experience. But great hotel technology should not only be guest-focused, it must also be management-focused, by helping hotels scale their business, and staff focused by facilitating operations, streamlining communications, and promoting employee productivity. In the face of a post-pandemic labor crunch, hotels need a mobile and guest-centric PMS to support a lean staff as they look to meet an uptic...
Halepuna Waikiki Hotel Selects Agilysys IG OnDemand For Contactless Food & Beverage Ordering & Payment Self-Service
Agilysys | May 25, 2021
Luxury Property Expands Partnership With Agilysys To Promote Social Distancing And Provide A Safe And Healthy F&B Experience For Staff And Guests Alike ALPHARETTA, GA. — May 25, 2021 — Agilysys, Inc. (Nasdaq: AGYS), a leading global provider of next-generation hospitality software solutions and services, today announced that Halepuna Waikiki by Halekulani has expanded its existing relationship with Agilysys with the addition of its modern cloud-native SaaS food and beverage ordering solution, IG OnDemand. A current user of Agilysys’ award-winning InfoGenesis POS, Halepuna again looked to Agilysys to meet their enhanced healt...
The Customer Service Ritual That Takes Place at Every Meeting
Shep Hyken | May 20, 2021
By Shep Hyken Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It can be as simple as returning a call quickly or stepping in to help in a crisis. The point is we all share a story. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. We have clients that hav...
The Spirit of Hospitality Flows Like Currency – Your Heart Is the Power Bank
Doug Kennedy | May 19, 2021
By Doug Kennedy Have you ever walked in to work at a hotel or hospitality company and immediately recognized that someone, somewhere has determined that today is going to be “one of THOSE days”? It’s almost like someone posted a sign at the staff entrance to make it official. When you greet your first co-worker, they mysteriously transfer the bad vibe over to you. Before you know it, you too are sending the same negative vibe on to others. Pretty soon it begins to feel like everyone on your work team is also experiencing “one of those days.” Have you ever noticed that during days like these, the guests you encounter seem to...
Maestro PMS Integration With HelloShift Brings Seamless Guest Messaging and Comprehensive Hotel Operations
Maestro | May 17, 2021
[MARKHAM, ONTARIO, MAY 17, 2021] — Following the impact of the pandemic, hotel guest service and communication is more virtual than ever. The new integration partnership between Maestro PMS and HelloShift brings their mutual clients a Guest Messaging Solution that is simple and intuitive for staff and guests to use. In addition, because HelloShift’s unique messaging platform includes comprehensive hotel operations software, no guest request slips through the cracks. Warren Dehan, Maestro PMS President, said: “We are excited and delighted to partner with HelloShift to provide an excellent Guest Messaging and Staff Collaboration soluti...
The Return to Genuine Hospitality
Travel Outlook | April 21, 2021
Why the First Touch Point Sets the Tone for Your Brand In a digital age, when a potential guest picks up the phone to make a reservation, they expect a personal touch on the other end. Chances are, they’ve exhausted all digital booking avenues and are seeking true customer service by a trained professional. The consequences of not having a professional call center backing your reservation department could be detrimental to your business. Additionally, the benefits of having a trained call center serve your business could take it to new heights. Having a professional call center with highly trained agents who know the ins and outs of...
Virdee and dormakaba Partner to Provide Seamless Solution for Digital Check-In and Access
Virdee | April 15, 2021
Guests, residents and the owners that serve them benefit from innovative access control and visitor engagement AUSTIN, Texas – April 14, 2021 – Virdee, a SaaS company serving the lodging, multifamily and commercial real estate industries, announced today an integration with dormakaba’s mulithousing smart lock access control solutions. The partnership provides customers and third-party integrators with a seamless solution for digital check-in and visitor engagement at buildings with dormakaba products. The Virdee platform not only supports property access through the dispensing of key cards from Virdee’s Virtual Reception kiosk,...
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