Tag Archives: Guest Satisfaction

Hospitality Industry Management Update: “Sometimes It’s OK to Break the Rules”

Training helps, but the real issue is employee selection and retention. It’s important to hire people with a deep desire to serve, even if that means breaking the rules once in awhile. On the other side of the coin,Happy travelers GMs and department heads must have the smarts and the empathy to know when to applaud and reward a rule-breaking employee and when to coach a worker who might have stepped over the boundaries of acceptable empowerment

One of my favorite guilty-pleasure movies is “That Thing You Do,” a Tom Hanks-directed tale of the rise and fall of a one-hit-wonder singing group in the 1960s. In one scene, the band arrives in Hollywood to appear in a movie, and as they emerge from a cab in front of the since-closed-and-demolished Ambassador Hotel, the doorman greets them.

“Hi, my name is Lamarr, and this is my hotel,” he tells the new guests.

It was a throwaway line in a confection of a movie, but it demonstrates the important principal of empowerment that remains highly relevant in the hotel industry.

For more: http://bit.ly/1BUnf1J

Leave a comment

Filed under Employee Practices, Guest Issues, Hotel Employees, Hotel Industry, Management And Ownership, Training

Hospitality Industry Management Update: “8 Ways to Improve Guest Satisfaction”

“…The days are gone, Craig said, when travelers respond to “fantasy photos and fairy-tale descriptions on a website.Happy travelers If you don’t deliver on your promises, guests will be disappointed and that leads to backlash…it doesn’t matter whether operating a 2-star, 3-star or 5-star star hotel, it’s important to strive to exceed expectations. He said all guests arrive with expectations, so operators have a choice…”

An organized and diligent approach to the management of social media and online reputation is a sure way to improve a hotel’s guest satisfaction scores, speakers said Tuesday during a webinar.

“We have very discerning guests with high expectations, so online reputation management is very important in the luxury hotel segment in which we operate,” said Anna Kavelmann, corporate coordinator of digital strategy for Geneva-based Kempinski Hotels, during a webinar titled “Guest satisfaction: 8 best practices,” hosted by ReviewPro.

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

Leave a comment

Filed under Employee Practices, Guest Issues, Hotel Employees, Hotel Industry, Management And Ownership, Risk Management, Technology

Hospitality Industry Health Update: “Food and Water Quality an Ongoing Challenge for Hotels”

“…While a wide variation of food and water quality practices exists from country to country,water it’s a misconception that safety concerns are limited to poor areas in developing regions. Many germs have no boundaries, so the NSF StaySafer program will play an important role in establishing a universal set of standards that can be used as a benchmark and complement local requirements…”

From the buffet salad bar greens to the ice clinking in drinks served poolside, hotel administrators are finding that protecting guests from food and water illness outbreaks is a continuous challenge.

It’s also a necessary undertaking to demonstrate the hotel’s commitment to its patrons’ well being. Travelers won’t soon forget the awful stomach cramps if they experience a sickness during their stay, and such episodes can cause nearly irreversible damages to a hotel’s reputation.

For more: http://bit.ly/1kVhmFd

For a brief video on some of the steps you can take to help prevent Norovirus outbreak at your hotel, check out the video below:

Petra Risk Solutions’ Loss Control Manager, Matt Karp, offers a P3 Hospitality Risk Report – ‘Preventing Norovirus at Your Property’. 

P3 ( Petra Plus Process) is the Risk Management Division of Petra Risk Solutions – America ’s largest independent insurance brokerage devoted exclusively to the hospitality marketplace.

For more information on Petra and P3 visit petrarisksolutions.com or call 800.466.8951.

Leave a comment

Filed under Food Illnesses, Guest Issues, Health, Hotel Bar, Hotel Restaurant, Maintenance, Management And Ownership, Risk Management

Hospitality Industry Technology Solutions: Hotel And Restaurant “Integrated Ordering Systems” Feature Online Tablets Located On Tables; Increase In Productivity, Inventory Control And Customer Satisfaction

“…By eliminating the traditional step of taking down orders with pen and paper, the hotel has been able to cut down manpower needs Hotel Restaurant Online Tablet Ordering Systemby one staff member per shift (reducing walking time)…”

  • The new system also removes the extra time taken to check the availability of certain items with the kitchen
  • Customer satisfaction has climbed by five percentage points since the system was implemented
  • The new format of ordering allowed us to provide personalized service to patrons who needed it more
  • Sales of food at the atrium lounge have gone up since the automated ordering system was implemented
  • The system also allows guests to give instant feedback about the service, with comments popping up on the employees’ phones.

An initiative that was implemented last November involved linking the hotel’s atrium lounge to a full integrated ordering system. Unlike other restaurants and cafes, where tablet computers are used as electronic menus or ordering devices, the hotel goes one step further. Information is keyed in by patrons and sent via the tablets to mobile phones which are carried by all service staff.

“Guests can self-order and customise their meals by looking through the menu and browsing through the pictures,” said Mr Wehinger. “With the tablet, they can press a ‘call for service’ button, type out dietary restrictions, give feedback and view the inventory level of items which are selling fast or out of stock.

“Instead of waving their hands in the air to get the attention of a waiter, a pop-up with the corresponding table number will appear on the mobile phones issued to our staff. They will then attend to the guests’ needs.”

The atrium lounge, which is manned by about seven employees during the evening peak period, takes up much of the hotel’s fourth floor and spans an area about as large as two basketball courts, so cutting down walking time is a key improvement.

For more:  http://www.asiaone.com/News/Latest%2BNews/Relax/Story/A1Story20130515-422603.html

Leave a comment

Filed under Guest Issues, Labor Issues, Management And Ownership, Risk Management, Technology, Training

Hospitality Industry Technology Solutions: Hotel Guests Are Increasingly “Comfortable With Transition To Digital Services”; The Increasing Benefits Of “Cost Savings And Inventory Management”

“…most guests, especially younger ones who are used to having information at their fingertips, were comfortable with the Hotel Technology Solutionstransition to digital… Some hotels, especially luxury brands, are more likely to keep both the staff interaction and the technology offeringsHotels are also using technology to save money and manage inventory. Workers used to have to count sheets, towels, robes and table linens by hand on the way out of the hotel to the laundry and on the way back in, to try to avoid theft. Some hotels now stitch in small radio frequency ID tags, which transmit radio waves, so that when a cart of laundry passes by a sensor, the number of items inside is displayed. The method saves time in counting items and has decreased theft…”

Hotels around the world are using technology in new ways, with the goal of speeding up or personalizing more services for guests. David-Michel Davies, president of the Webby Media Group, said he visited Internet companies around the world each year for the Webby Awards, which honor excellence on the Internet. He said he had found that hotels were using technology as a substitute for human hospitality.

Instead of the staff at the front desk offering advice on where to go for dinner, guests may be lent an iPad loaded with maps and suggestions for local restaurants and sightseeing. A hand-held device in the room might control the television, blinds and temperature, replacing the role of the bellman who would describe how the features in the room work when he dropped off a guest’s luggage. “Hotels are transforming service into a digital concept,” Mr. Davies said.

Barbara Kahn, who studies consumer decision-making as director of the Jay H. Baker Retailing Center at the Wharton School of the University of Pennsylvania, said most guests, especially younger ones who are used to having information at their fingertips, were comfortable with the transition to digital. Some hotels, especially luxury brands, are more likely to keep both the staff interaction and the technology offerings, she said.

Some technology offerings extend beyond the hotel’s walls. The Park Hyatt Tokyo rents guests a pocket-size mobile Wi-Fi connector to use with an iPhone, iPad, BlackBerry or laptop to make international calls and get Internet access wherever they go during their stay.

For more:  http://www.nytimes.com/2013/04/23/business/electronic-smarts-at-hotels-attract-guests.html?pagewanted=all&_r=0

Leave a comment

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

Hospitality Industry Employment Solutions: Hotel Owners Must Utilize “Modern Technology And Processes” To Increase Positive Working Atmosphere For “Back Of House Employees”

“…modern technology that maximizes efficiency is lending a hand to the process of putting employees in a positive state of mind…take good care of the staff and they’ll return the favor to the guests…Placing the newest technology in the back of house at any resort is just as important as using it for guestrooms and amenities…”

Hotel Employee SatisfactionAny customer-centric business is only as good as its weakest link. Money spent on a strong back of house will surely pay dividends. It’s crucial for the back of house at a resort to create a pleasant, efficient atmosphere for the employees which, in turn, influences the service they provide to guests and increases productivity.

At Revel, the new $2.4-billion luxury property in Atlantic City, New Jersey, the back of house is as nice as the guest amenities at many resorts. With more than 1,800 rooms, 10 swimming pools, 14 restaurants and more than 4,000 employees, having an efficient, enthusiastic and motivated staff is critical for Revel.

  • Efficient elevators At Revel, the elevators are reminiscent of Disney World. You walk to where you need to go, leave the wardrobe area and then magically appear somewhere else. The elevators were designed to be fast. By combining group dispatching with directed elevator shafts and proper speed settings, it’s easy to get employees where they need to be without delay. The employee elevators at Revel move with efficiency and on multiple tracks, so employees aren’t stuck wasting time traveling from location to location. Instead, the speed instills a sense of energy that’s designed to prepare the staff on a positive note.
  • Wardrobe conveyor systems Elevators aren’t the only technological advancements. Employees never have to worry about misplaced work uniforms, having to press their uniform or leaving a piece behind accidentally. Meet Revel’s wardrobe process and conveyor systems. Each employee is provided three uniforms (one to wear, one as a backup and one that is being laundered).
  • Touchdown stations Employees can check email and message people from touchdown stations. These stations enable employees to stay in touch with the outside world while at work and when it’s appropriate. Additionally, they can use the touchdown stations to get the latest information on the events in the hotel and other information that prepares them to be a resource for any guest.
  • Communications Instant communication is a major part of today’s customer service. By communicating through cell phones—sometimes provided by employers—supervisors have quick and easy ways to relate situations to all needed members of staff. Immediate response better serves the guest.
  • Efficient food services When employees have to leave work for lunch or worry about paying for food, their attitude on the job can be affected. By providing employees with a hassle-free way to get their meals in a relaxing and calm environment, they can focus on the job at hand. Quick meals, such as muffins and coffee in the morning and sandwiches and sodas at lunch, are readily available in the employee dining room. This is particularly important for 15-minute mid-shift breaks. Employees are provided access to upscale dining with multiple choices that are available 24 /7.

For more:  http://www.hotelnewsnow.com/Articles.aspx/10237/Back-of-house-technology-makes-staff-happier

Leave a comment

Filed under Guest Issues, Labor Issues, Management And Ownership, Risk Management, Technology, Training

Hospitality Industry Guest Satisfaction: Hotels Must Develop And Facilitate A “Mobile Device Strategy” That Pays “Careful Attention To Guests’ Needs”

“…Given the rapid move to mobile devices by travelers, (hotels must) develop a “mobile strategy” that facilitates the use of mobile devices to make sure a hotel is noticed during a mobile search–and gets the business. Hotels must find a way to become part of guests’ mobile ecosystem, in part by paying more careful attention to guest needs…”

Two new publications from the Cornell Center for Hospitality Research (CHR) at the School of Hotel Administration outline technology issues and the effects of social media on the hospitality industry. A study by Cornell’s Chris Anderson confirms what hospitality operators have long suspected–social media reviews drive hotel reservations.

One particular value of analytics is that they can highlight and resolve problems with guest satisfaction that may not show up in conventional guest surveys. Hotel operators are aware that their property needs to appear near the top of web search results, and analytics can present techniques for making this happen, such as connecting the hotel with local attractions or events.

  • First, he documented the increasing influence of TripAdvisor, as the number of reviews consulted by consumers prior to booking a hotel room has steadily increased over time.
  • Second, an analysis of transactional data from Travelocity illustrated that a 1-point increase on Travelocity’s 5-point scale allows the hotel to increase its price by 11.2 percent and still maintain the same occupancy or market share.
  • Third, by matching ReviewPRO’s Global Review IndexTM with STR’s hotel sales and revenue data, Anderson’s analysis finds that a 1-percent increase in a hotel’s online reputation score leads up to a 0.89-percent increase in a hotel’s average daily rate (ADR), as well as an occupancy increase of up to 0.54 percent and up to a 1.42-percent increase in revenue per available room (RevPAR).

Perhaps most critically, customer reviews have now become a major discriminating point for customers’ determination of a hotel’s quality. Whereas price used to be used for that purpose, customers now put a greater weight on user-generated content on social media sites. Surprisingly, the fashion industry may be a model for how to use social media to promote hotel sales. People like to hear comments on how they look in a new outfit, so the issue is how to translate that kind of interaction to a restaurant meal or hotel stay.

For more:  http://www.equities.com/news/headline-story?dt=2012-11-29&val=770928&cat=service

Leave a comment

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

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

Leave a comment

Filed under Guest Issues, Risk Management, Training

Hospitality Industry Guest Satisfaction: Washington DC Hotel’s “Women Only” Floor Offers “Safety, Convenience And Comfort” To Female Guests (Video)

Women seek safety, convenience and comfort when they travel. A D.C. hotel offers a “women only” floor along with other amenities targeting the growing sector of women travelers.

Leave a comment

Filed under Guest Issues, Liability, Management And Ownership, Privacy, Risk Management, Training

Hospitality Industry Guest Satisfaction: “Respectful Treatment” By Hotel Employees Tops Is Top Concern Of Business Travellers

“…74% of executives say hotel workers need to treat them with respect if they want to keep their business…according to a survey released last week…”

What comes through loud and clear is that an executive traveler isn’t asking for high-priced service as much as high touch,” said Shawn Abaspor, chief executive of Vitesse Worldwide.

One of the world’s largest hotel companies is now letting guests post reviews on its hotel websites — even guests who aren’t happy with their stay. Starwood Hotels & Resorts Worldwide, whose hotel brands include Sheraton, Westin and St. Regis, recently unveiled a new feature to let guests write reviews that will appear on the hotel website. And the hotel company has encouraged guests to be honest.

Online hotel review sites are plentiful. But until now, hotels themselves rarely — if ever — post reviews by guests, said Kathryn Potter, a spokeswoman for the American Hotel & Lodging Assn., the trade group for the nation’s hotel owners.

“This is the first I’ve ever heard of a hotel posting reviews on their own site,” she said.

Only guests who type in their reservation confirmation number can submit reviews, and Starwood officials promise not to block negative reviews.

On the website for the St. Regis Monarch Beach Resort in Dana Point, most of the reviews are positive. But one mentions a problem with service. “When we first arrived, we waited five minutes for someone from valet to take care of us,” wrote a guest from North Carolina.

For more:  http://www.latimes.com/business/la-fi-travel-briefcase-20111031,0,6754845.story

Leave a comment

Filed under Guest Issues, Labor Issues, Management And Ownership, Risk Management, Training