How Self-Service Is Replacing Traditional Guest Service In The Ideal Guest Experience – By Jos Schaap

Traditionally, the guest experience with a hotel is defined by their interaction(s) with hotel staff, the upkeep of the property and amenities, and the provision of a room which meets or exceeds expectations. However, as any savvy hotelier knows, the current hospitality landscape has outgrown that tradition to make room for improved technology and an enhanced, personalized guest experience. Where guests previously expected to be greeted with cheerful front desk staff, they now prefer mobile check-in, allowing them to bypass lines and interact with the hotel freely (and immediately).

The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts – The Human Heart – By Doug Kennedy

As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Although I have clients across all segments of lodging, many of my clients are in the ultra-luxury five star or five diamond categories. Once thing I have learned is that the level of authentic and genuine hospitality, which travelers treasure the most, has little to do with the number of stars or diamonds hanging on a plaque behind the front desk. In fact, I’ve experienced some of the most memorable service encounters at economy lodging properties, whereas I find that hospitality too often falls short at ultra-luxury properties and instead feels scripted and robotic.

When Guests Complain, Be All EARS! – By Doug Kennedy

To their credit, most hotel operators seem to be working hard to improve the overall quality of the ‘physical product’ such cleanliness, amenities, F&B offerings, and comfort of the guest room itself. Perhaps this is due to sincere concern for guests, but I suspect it is also out of an awareness of the impact of online guest reviews and social media postings. That being said, as a frequent traveler I still experience inconveniences just about every time I stay in a different hotel, which for me is usually about 6 different times per month.

How to Destroy Your Guest’s Expectations – Start By Giving Them the Wrong Room – By Pierre Boettner Founder and CEO, HospitalityPulse

The hotel industry thinks it has this issue figured out – the one of room assignments, that is. I am here to tell you that it does not. Far from it in fact, and guests notice in a big way. For those guests who don’t get the right room, it is ruining their experience from the get-go.

The Entrepreneurial Fatigue Syndrome: the Scourge of Differentiation – By Osvaldo Torres Cruz

Many enterprises remain stagnant even after having designed a valid change route because, in my opinion, they suffer from the Entrepreneurial Fatigue Syndrome ( EFS ) a key constraining factor to manage reengineering. The first symptoms of the EFS are warning signals that should not go unnoticed by the organization, because they are closely related to a decrease in the physical and mental capacity of the workers.