Customers at luxury properties are totally fine interacting with a chatbot. What matters to them is that they are getting what they need with minimum effort.
We often talk about local food, local artists, and local wines, but not about humans. We need to remember local guests – the ones we are here for (and the not insignificant revenue they can bring to a hotel’s bars, restaurants, spas and other profit centres).
While many deal-seekers are looking for the typical deal on electronics or home-goods, more people each year are searching for travel deals on Cyber Monday. This presents an opportunity for hoteliers to get in on the action and take their share of the online traffic and spending this day brings.
Hospitality jargon is not a mystery for you but it can get in the way. Start using clear language and strong messages because minor changes can make a major difference.
You can fight back is through offering guests fantastic deals for add-on services, amenities or activities to make their time with you exceptional.
While guest reviews can cover all of a hotel’s departments, they tend to focus on certain aspects that provide a big picture but miss many details. They also do not differentiate sufficiently between service quality and guest engagement or emotional intelligence.
Creating an environment where your employees are motivated and inspired is the first step to going above and beyond for your customers.