Leading hotels have always sought to handle the deluge of guest requests in a satisfactory and time-sensitive manner. The challenge today lies in the fact that guests expect ever-faster responses and ever-better service quality. They also expect a vast array of options for communicating their requests. Hoteliers, in turn, need to meet these expectations. And because the frontier on guest experience management continues to advance, they also need to ensure that they are driving optimal performance improvement on an ongoing basis.
Focus on a new guest experience
The innovators and technology companies focusedÊon a new guest experienceÊhave it right. The business travelers of today are some of the most sophisticated travelers to date. Business and leisure travelers love technology “when it works”.
Clock Software introduces Clock Kiosk as part of its cloud hotel system
Clock Kiosk is a new hotel self check-in kiosk that is part of Clock PMS, the all-round cloud hotel management, distribution and guest engagement software from Clock Software.
How to dazzle guests with a great in-room experience
Some hotel are fortunate to be in the perfect location. However, it is possible to dazzle your guests even when they can’t throw back the curtains to a spectacular view.
Duygu Andrews appointed Guest Experience Manager at Radisson Blu Minneapolis Downtown
In this newly created position, Andrews will oversee the guest experience from pre-arrival through post-stay.
How technology can improve the guest experience before arrival
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.
