HSMAI Staff recently had the opportunity to chat with David C. Edelman, a speaker at the HSMAI Commercial Strategy Conference, June 25-26 in Charlotte. David is author of the upcoming book, Personalized: Customer Strategy in the Age of AI, and is a sought-after advisor on digital transformation and marketing.
Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury hotel told us in an interview, 'Our facility is our stage, and guests are paying for a performance.'
Every office has a 'Go To Guy'. You know the type, the one guy in the office that always has his projects completed ahead of time, always has the answer to the problem, and always is looked to in time of need. A leader.
I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement.
Customers are definitely the most important stakeholders in hotel business. If your hotel does not offer quality services to its customers they will find an alternative hotel that serves them well and in due time you may have to close down due to lack of customers. Here are 11 viable steps that will help your hotel to improve the quality of its services to customers.
You have hired a few new employees; whether they were a waiter, bartender, front desk agent, cook, etc., so what is next? You put them through your usual training program and now they are 'on the floor' working on their own.
Have you ever walked into a store or been a guest at a hotel and had a problem that was 'out of the ordinary'?
In the world of business there are many components that make up a successful venture. All must work as a team with the one vision in mind, which is the health and prosperity of the company. But business is also a daily battle.
You know the drill - money is tight so your spouse tells you to not spend too much money. So you start 'brown-bagging-it' to work. You feel a little foolish, maybe a little humiliated, that you’re forced to do this but you have no other choice. So you make up some story for your co-workers like, 'I’m trying a special diet' so you don’t look like a cheap-skate.
Recently I was asked to teach a customer service training class for the new hires of a ski resort. The seasonal resort just completed their job fair and had their newest set of fresh-faced recruits all ready for work; they just needed to know how to deal with their customers.