Tag Archives: Customer Service

Hospitality Industry Management Update: “Increase Hotel Profits by Keeping Your Employees Happy”

Customers often base their spending behaviors solely on their perception of the service. This is particularly true in the travel industry. Happy hotel maid at work in hotel roomQuick and efficient check-ins, a welcoming and accommodating staff, honesty and brand reliability are essential. When combined, these ingredients create the ultimate recipe for profitability.

The hospitality industry is thriving, but with that success comes responsibility. Hotel and restaurant owners need good management practices in order to remain relevant and realize sustained profits. Effective management includes overseeing employee satisfaction. Research has shown that there is a direct connection between employee contentment and customer loyalty. This is why it is important to take an interest in each staff member’s happiness.

In an accommodation industry, the key to customer satisfaction is high-quality service. However, employees who are unhappy often lack the motivation to provide such service, which results in disgruntled customers. This trickle-down effect can adversely affect a company’s revenue. Studies have proven that the attitude of an employee is directly related to a customer’s spending. Essentially, happy employees create happy customers.

For more: http://bit.ly/1xKit6j

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Filed under Employee Practices, Hotel Employees, Management And Ownership, Risk Management

Hospitality Industry Management Update: “What You Should Know Before Monitoring Your Employees and Guests”

There are many legitimate reasons for an employer to monitor spaces at the workplace, in fact, the law might require the employer to do so in some situations.monitoring employees However, surveillance is a sensitive subject and employers have good reason to be cautious. As always, employers should consult competent legal counsel before implementing any workplace surveillance program.

Employees can make or break businesses in the service industry. While customer service oriented employees create a luxurious experience at a lesser establishment, employees that don’t prioritize customer service can ruin a guest’s experience even at the most finely-appointed hotel.

However, managers and supervisors cannot always be present to recognize and reward desirable service practices, nor can they always be present identify and correct poor practices. With so many points of customer and employee interaction, surveillance is one of the most effective methods to safeguard employee safety and integrity, review employee performance, identify training points, and document “HR issues.” Of course, too much of a good thing can be a problem.

Employers must understand the difference between valid surveillance and illegal intrusions on privacy rights before taking advantage of video/audio recordings. This article aims to help employers stay on the right side of that fence.

For more: http://bit.ly/1u1RgK0

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Filed under Hotel Employees, Hotel Industry, Management And Ownership, Privacy, Technology

Hospitality Industry Social Media Update: “Modern Hospitality: Social Media With A Smile”

Change is not always a good thing, but for the hospitality industry, it has proven to be great! Those companies, who are adapting to social media and developing a strategic plan, are experiencing a return on investment. Facebook, Twitter, YouTube, and Foursquare are among those mentioned as outlets used to: engage customers, handle requests and inquiries, offer direct promotions, and gauge customer experience. Check out the infographic presented by besthospitalitydegrees.com, to learn more about the impact of online reviews and mobile devices within the hospitality industry.

Click For More!

Click For More!

For more: http://bit.ly/1o6Eqn4

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Filed under Guest Issues, Hotel Industry, Management And Ownership, Social Media

Hospitality Industry Technology Update: “Don’t be Alarmed by That Robot Delivering a Toothbrush to Your Hotel Room”

“We think this is such a huge opportunity to deliver better service to our customer.Botlr-in-Hallway-lr  The mundane task of running a razor behind the scenes goes away, you’ll see our associates more because they’ll be more front and center than they’ve ever been,” McGuinness said. “This is by no means replacing the human element of hospitality.”

The situation usually plays out like this. You’re unpacking in a hotel room and realize you forgot something. Rather than trek to whatever store might be near, you call the front desk and ask for a razor, toothpaste or whatever you need. The hotel then sends someone up with the delivery.

Except for the Aloft Hotel in Cupertino, Calif, which will begin using an R2D2-esque robot for such trips. Fittingly, Aloft’s parent company, Starwood Hotels, tests the latest technology at the Silicon Valley hotel. Guests can enter their rooms with a smartphone app and bypass the traditional check-in process at the front desk.

For more: http://wapo.st/1o63HNa

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Filed under Hotel Industry, Management And Ownership, Technology

Hospitality Industry Technology Update: “In Marriott’s Newest Flagship, Tech is all Behind the Scenes and in Your Hand”

“…Research is showing that more hotel guests are starting to demand certain techie features.marriott-marquis-exterior Research company SmartBrief found that 45 percent of hotels guests travel with two mobile devices – 40 percent carry three. And with these devices, guests are demanding more charging options, mobile-based automated services like check-in/check-out, digital signage in the lobby, sophisticated meeting rooms, and customer service via social media…”

As technology continues to dictate our everyday lives, we seemingly anticipate our environment to respond in the same manner. There are numerous products designed to make our homes smarter, and even restaurants are using tablets to do away with traditional wait staff. In the travel and hospitality sector, some hotels are adapting to new tech trends by adding things like automated blinds, TVs embedded in bathroom mirrors, sophisticated radios with iPhone docks, iPads in lounges, or even a robotic luggage handler (it’s real, it’s called the Yobot, and it’s at the Yotel in New York City).

For more: http://bit.ly/1mobXr6

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Filed under Hotel Industry, Management And Ownership, Social Media, Technology

Hospitality Industry Technology Update: “The Power of Cloud for Hotels”

“…Early adapters like InterContinental Hotels Group have seen a vast improvement in the operational systems and guest services with cloud systems. The cloud being cost effective, flexible, and easy to integrate, Image with increased data security eliminates chances of owning a capital investment that is outdated. Cloud PMS is now the go-to choice for the intelligent hotelier who wants to stay ahead in the competitive hospitality and travel industry…”

Technology and innovation has stopped taking us by surprise. Every year numerous new innovative solutions and technological concepts enter into the market addressing issues, solving problems, easing operations and keeping the industry vibrant and ever changing.

For more: http://bit.ly/St7jRO

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by | May 5, 2014 · 8:37 am

Hospitality Industry Employment Practices Update: “The Hotel Industry Needs To Stop Trying To Please Their Customers!”

“…There is less of an attachment of what’s in it for me when you’re primarily focused on making somebody feel good about themselves, versus trying to please them. customer serviceThe motivation and incentives have to be on a much higher level when you are positioning people in your organization to attempt to please your customers, versus when you have your organization focus on making their customers feel good about themselves through their interactions with the guests…”

If they truly want their customers to be pleased by their hotels’ brand experience.

As I just talked about in my recent three-part article series, which focused on creating a new strategy for enhancing the hotels’ business model performance by decoding the hotel guest experience, I wrote about this crazy notion in part three of the series. (It’s really not about trying to please customers, per se. It’s really more about making them feel good about themselves while they are experiencing your hotel’s brand of hospitality offerings.)

You are really not there to please your customers, as crazy as that may sound. Businesses that make their customers feel good about themselves as a result of their business experience offering don’t have to play that inauthentic game of trying to please people, or try to inspire and motivate their organization to do so either. They are more focused on strategically creating and managing a business experience that generates a strong emotional connection with their customers that fosters positive memories from all the different attributes and qualities of the business experience.

For more: http://www.fivestarcustomerexperiencedesign.com/blog/2013/10/hotel-industry-needs-stop-trying-please-customers/?utm_content=buffer4b0ee&utm_source=buffer&utm_medium=twitter&utm_campaign=Buffer

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by | January 20, 2014 · 9:43 am

Hospitality Industry Technology Trends: More Restaurants Are Installing “Electronic Payment Systems” As Many Consumers Prefer Self-Service Terminals, Use Smartphone Apps, And Visit Websites For Information

Restaurant Technology Infographic

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by | October 14, 2013 · 9:46 am

Hospitality Industry Technology Solutions: Hotel And Restaurant “Mobile Websites” Rank Highest In Performance, Customer Engagement According To Recent Study; Mobile Payments To Reach $90 Billion By 2017

Hospitality Technology Reveals Results of 2013 Customer Engagement Tech Study

For more:  http://hospitalitytechnology.edgl.com/home

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Filed under Guest Issues, Magazines, Management And Ownership, Risk Management, Technology

Hospitality Industry Employment Risks: High Hotel Employee Turnover Rates Increase Operating Expenses While Lowering Customer Service Experience And Guest Loyalty

For more:  http://www.hospitalitynet.org/news/154000320/4058028.html

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Filed under Guest Issues, Risk Management, Training