Driving conversations with guests is vital to drive brand loyalty, revenue and guest retention and using technology to instigate those conversations is what guests want.
Good hoteliers must have “S.N.A.P.”
SNAP is an acronym for four main pillars of the industry that will stand the test of time, no matter how technological, connected and automated hospitality becomes.
Manage the service experience to achieve customer satisfaction
Attending to guests in a timely and professional manor is integral to deliver good customer service, however, the reality may not be so simple. Here are the areas to manage to avoid service failure.
Name tags – small things can be a big deal
Call me old fashioned, but I like to be able to use the name of people I’m addressing.
How strong is your hotel’s Return-On-Experience performance?
Guest experience is a legitimate business differentiator for achieving a true competitive advantage and customer loyalty, as well as generating sustainable financial performance for the hospitality industry.
