guest experience
Defining Service Excellence: Setting the Highest Standards of Service in 2024
Kimberly Yoong | March 18, 2024
By Kimberly Yoong Once upon a time, in a land far, far away, there lived a time when excellent service was the hallmark of a luxury experience – one that was desired by the people and delivered by the best of companies. Today, it is an aspect of the service sector that has come to be expected by customers. Companies in the service industry have claimed their adherence to the words ‘service excellence’ since time immemorial. One of the best examples of service excellence is the Ritz-Carlton's Gold Standards, with their famous $2,000 rule which employees are empowered to spend to delight a guest above and beyond fixing problems. How m...
Six Ways to Create Your Brand’s Experience Personality
Shep Hyken | March 14, 2024
By Shep Hyken Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction? How to Create an Experience Personality I want to take it a step further this week. Last week’s content was meant to get you thinking. Now, I want you to take action on the content. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: ...
UrVenue Showcases Latest Venue Management Technology at the 2024 Bar & Restaurant Expo
UrVenue | March 14, 2024
The full-stack platform delivers robust commerce, operations, and guest experience capabilities for bars, restaurants, nightclubs and other lifestyle hospitality venues; Visit UrVenue in Booth 1514 at the Las Vegas Convention Center on March 19th and 20th LAS VEGAS, Nev., March 14, 2024 — Attendees of the 2024 Bar & Restaurant Expo will learn how to unlock incremental profit with the industry’s most robust venue management system from UrVenue. The company’s full-stack hospitality technology platform was purpose-built for individual lifestyle venues, including bars, lounges, nightclubs, dayclubs and mixed-use, eatertainment venues...
A Healthy Revenue Mix From Guests and Locals With a Mexico City Case Study
Adam and Larry Mogelonsky | March 13, 2024
By Adam and Larry Mogelonsky Hotel properties all over the world are embracing the concept of ‘stewardship’ – that is, acting as a pillar of support for sustaining and invigorating the neighboring community, culture and environment. In addition to supplying jobs and supporting charitable causes, a commendable way to go about this is to introduce amenities and programming that allow for locals to participate and mingle with incoming travelers. What we contend is that when a hotel fosters this strong sense of community, the results are nothing short of magical, and this is reflected through a positive impact on guest satisfaction, d...
How The Japanese Concept Of Omotenashi Can Elevate The U.S. Hotel Industry
Anna Marie Presutti | March 13, 2024
By Anna Marie Presutti, VP and GM of Hotel Nikko San Francisco In today's competitive landscape, hotels are constantly seeking innovative ways to distinguish themselves and enhance their guest experience. One approach that has gained traction in recent years is the adoption of Omotenashi, a Japanese concept of hospitality that emphasizes sincere and heartfelt service. At its core, Omotenashi is a philosophy deeply rooted in Japanese culture embodying warmth, sincerity, and an unwavering commitment to guest satisfaction. Unlike traditional Western notions of hospitality, which may focus primarily on meeting guests' needs efficiently, Omo...
How Better Personalization Builds Relationships That Last
Amanda Cole | March 7, 2024
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Do You Give Your Customers an Experience – Or Just a Transaction?
Shep Hyken | March 7, 2024
By Shep Hyken In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are. It’s a generational thing. If you were born in this century, you probably don’t know either of them, but trust me, they are rock stars and legends! There was a difference in their shows. Bob Dylan came out and played. He barely spoke ...
Will 2024 Go Up, Down or Sideways for Hoteliers?
Robert Rauch | March 6, 2024
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Today's News
AAHOA’s Hoteliers Push Forward Impactful National Advocacy Agenda in Washington, D.C.
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