Tag: Guest Experience

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2020: The Year of the Empowered Guest
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2020: The Year of the Empowered Guest

Understanding the most important hotel guest expectations and what it takes to keep them coming back Mobility has empowered customers in ways that have disrupted all industries, especially hospitality. Travelers today are different from the travelers of yesterday, and it’s those brands that anticipate and respond to the needs of their guests that are best...

How Mobile has Changed the Guest Journey
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How Mobile has Changed the Guest Journey

Every great trip is comprised of great moments. A breathtaking view, a cherished memory, a feeling of deeper connection, or maybe even the opportunity to ‘disconnect’ from everyday life — each microcosm of a vacation plays a unique and vital role in a traveler’s journey. Each of these numerous touchpoints — from pre-stay, to arrival,...

Hotel Guests Are Becoming “Data Nodes”
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Hotel Guests Are Becoming “Data Nodes”

Almost daily, employees enthusiastically circle a web address at the bottom of our receipt for us to complete a customer service survey, promising a chance to win a trip for two to some far-away beach, or maybe a shopping spree. Quite frankly, the prompt is so familiar most of us have grown accustomed to tuning...

How Guest Surveys Can Become a Valuable Touchpoint for Guest Experience
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How Guest Surveys Can Become a Valuable Touchpoint for Guest Experience

Let’s imagine this scenario. You’re an avid business traveler and find yourself setting flight for a conference in Houston. You’ve been to the city before, but never stayed at the hotel you’ve booked for this trip. Following the confirmation of your stay, you receive a pre-arrival survey. Upon check-in, you are delighted to arrive at...

How Hotels Can Overcome the 3 Worst Guest Pain Points
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How Hotels Can Overcome the 3 Worst Guest Pain Points

There is little debate that guests today are more ‘experience-loyal’ than ‘brand-loyal,’ and guest experience is quickly becoming a far more influential factor in building guest satisfaction, revenue, and loyalty. Yet, many hotels are blowing it with long lines, slow responses, maintenance issues, poor service quality control, and unhelpful or uninformed staff. Another problem lies...

Bracing for the Boom: Are Hoteliers Missing Out on the Most Profitable Guests?
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Bracing for the Boom: Are Hoteliers Missing Out on the Most Profitable Guests?

Over the past few years, millennials (individuals born between 1982 and 2000) have received special attention, as leaders across industries speak to their growing presence, impressive buying power, and unique buying behaviors. However, while millennials may be the future, the decision to turn our sights away from the baby boom generation would be irrevocably ill-advised....

The Unique Technology Challenges Faced by Large Hotel Chains (Part 1 of 2 Part Series)
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The Unique Technology Challenges Faced by Large Hotel Chains (Part 1 of 2 Part Series)

The hospitality industry, perhaps more than any other, is facing massive disruption. For large hotel chains, the continued onset and evolution of the digital age requires constant adaptation on behalf of brands. So as guest needs and expectations continue to evolve, hotels must establish nimble, flexible, agile hotel organizations. At the same time, rapid innovation...

Hoteliers, Are You Offering the Highest Level of Service?
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Hoteliers, Are You Offering the Highest Level of Service?

In this time, better known as the ‘Age of the Customer,’ what differentiates companies like Apple, Amazon, Zappos from the rest? The simple answer would be their never-ending efforts to exceed customer service expectations and create memorable, ever-lasting experiences. When it comes to the hospitality industry, while there is no shortage of sentiments that should...