In today’s electronic world, there are so many missed hospitality opportunities when I stay in your hotel. I can completely avoid the front desk by checking in online. When you send a text to welcome me, I can respond by text and even request extra towels if needed by text or app. I can easily avoid the front desk and I might not even stop by during my stay. Another easy day for both of us. That’s just how things go now.
I love to travel. It’s surprising since I travel extensively for work, that I also chose it as my hobby for leisure. However, because I still work, I have limited time to vacation. This means that when I plan a trip, it is going to be a special one. In the past 10 years, I’ve had the opportunity to travel to Patagonia, Italy, Switzerland, Greece, France, Italy again, Peru, Croatia, The Azores, Costa Rica, Nova Scotia, and of course Italy again. I’ve also managed to fit in some great places in the US in between all those international flights!
So often we think about the don’t haves vs. do haves. I used to say this all the time, “If I had this __________ I could compete so much better in the marketplace.” Both personally and professionally we’ve all worked hard and sacrificed to get that “I don’t have” thing, just to find out that once you have gotten it, there’s an entire new set of challenges.
LinkedIn is the king of social selling for most industries and hospitality is no exception. However, you may be missing some opportunities if you spent all social selling time there.
People always ask me for the ROI of training a front desk staff and I am always a little stumped. It’s a logical question. If you are spending money on training, it only seems fair that you would expect some sort of return, but quantifying that return becomes the tricky part.
When in Jamaica on holiday, a smiling hotel front desk agent assured me in his local patois that an early check-in would be, “no problem, mon.”
The Pierre, A Taj Hotel, in the heart of New York City, has just earned the distinguished honor of being named a Five-Star Hotel by Forbes. The historic property is situated at the corner of 61st and Park Avenue and boasts views of the Upper East Side and Central Park. While The Pierre is a new addition to Forbes’ prestigious list, the hotel has been the place to be seen since the early 1920's where the crème de la crème regularly hosted ladies’ luncheons. debutante calls and high-society weddings.
It is certainly no surprise to anyone involved in the hotel business that great customer service is the engine that drives occupancy, room rates and ultimately profitability. But until the advent of social media the measurement of good customer service, or the determination of bad customer service, was generally vague, determined well after the fact, reactive and singular in its focus. While everyone seems to understand that social media monitoring can now provide the tools and analytics to truly understand and take advantage of what our guests are telling us, its effective implementation into big organizations has generally been elusive.