Tag: Hotel Management Tips

Hotels Embrace a “YOUniverse” Experience to Woo Bookings

Hotels Embrace a "YOUniverse" Experience to Woo Bookings
Hotels Embrace a “YOUniverse” Experience to Woo Bookings

From the lobby to the guest room, people want to feel a connection with the places they stay. What if every aspect, from the decor to experiential moments, felt utterly personalized?

If hoteliers can predict what their guests want rather than waiting for surveys and feedback, it’s much easier to get people’s attention and win their loyalty. Instead of just keeping on trend in terms of shower curtains and healthy food options, a hotel needs to be proactive about delivering the kinds of experiences that guests love, or even share on Instagram.

Data analytics can now go further than ever before to provide this kind of proactive insight. Sabre Hospitality describes the effect in its report on the “Youniverse,” which means the idea of creating a product or service tailored to various individuals’ tastes and preferences. Today’s highly connected world with big data available makes it possible to correctly predict, not guess, what your hotel customers want.

Much the way Amazon can guess what products a consumer wants, hoteliers can predict what amenities will delight a guest and make them feel a brand connection.

Staying Ahead of Hotel Trends

Though your customer demographics may vary, the biggest trends in hospitality right now center on experience, collaborative spaces, and clean design.

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Tips for Personalizing the Hotel Experience for Your Guests

Tips for Personalizing the Hotel Experience for Your Guests
Tips for Personalizing the Hotel Experience for Your Guests

Retail companies have successfully leveraged IT platforms to personalize the customer experience with actions such as suggesting purchases based on individual preferences. However, the hospitality industry is lagging behind in offering personalized service.

Bringing Personalization to the Hotel Guest Experience

Hotels have two significant roadblocks to personalizing a guest’s experience:

>Using different platforms for booking, POS, loyalty and other activities makes it difficult to efficiently capture the required data.

>Many guests book rooms through online travel agencies such as Expedia, so hotels don’t have access to email addresses unless desk clerks request them at check-in.

When Customer Service Misses the Mark

Carolyn Murphy, a marketing specialist for hospitality consulting firm Revinate, wrote about a less-than-satisfactory experience she had when checking into a hotel. The desk clerk asked Murphy if it was her first visit, despite the fact that she had stayed there twice before.

Murphy went on to add that she had posted a review of her original experience at the hotel on TripAdvisor and received a reply from the general manager. In addition, the day before Murphy’s arrival she tweeted about anticipating her visit and included the hotel’s Twitter handle.

According to a Yahoo survey, 78 percent of respondents expressed a preference for more personalized service. Giving guests a satisfying experience can pay off in more repeat business and word-of-mouth referrals.

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Bed Bugs in Hotels – The Problem is Getting More Notice from Guests

Bed Bugs in Hotels - The Problem is Getting More Notice from Guests
Bed Bugs in Hotels – The Problem is Getting More Notice from Guests

Over the Past few years, reports of bed bugs in hotels have received a great deal of media attention. Despite this fact, the hospitality industry is fighting an even greater battle with the public’s lack of general understanding regarding bed bugs.

Battling Public Misinformation

Researchers at the University of Kentucky recently conducted a survey to explore public perception of bed bugs in hotels. While 60 percent of respondents said they would move to a different hotel if they discovered evidence of bed bugs, no more than 25 percent would do the same with problems like smoky rooms or dirty linens.

Surprisingly, most respondents don’t know what bed bugs look like. When shown a “lineup” of five different insect pests, only 35 percent of business travelers and 28 percent of leisure travelers recognized the bed bug.

More than half the respondents said they would avoid a hotel that had a single online report of bed bugs. Jerrod M. Penn, PhD, lead author of the study, expressed concern at this finding, citing the unreliability of online reviews.

How Should Hotels Respond?

Wuyang Hu, PhD, senior author of the study, suggested a two-pronged approach to the issue:

  • Train hotel staffs to recognize bed bugs in the early stages.
  • Develop a reputation management plan to respond to online reviews as well as incidents within the hotel.

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What Important Trends Should Hotel Managers be Watching for 2017

Hospitality Trends 2017
Hospitality Trends 2017

A successful hotel is more than just a place to sleep. The hospitality industry is always adapting to accommodate evolving customer needs and incorporate current marketing methods.

Industry newsletter 4Hoteliers weighs in with significant hospitality trends that hotel managers should keep an eye on in 2017.

What Does 2017 Hold for the Hospitality Industry?

  • Technology continues to revolutionize the workplace as companies develop robots to enhance customer service in positions like housekeeping and concierge. While some workers may become displaced, this change will open up opportunities for those who are willing to learn new skills.
  • Guests will be able to use mobile check-in by means of a “pod” or simply by going to their room. In some hotels, guest room phones are being replaced with in-room tablets which can be used to order room service and control other functions.
  • Airbnb may be considered competition today, but in the future they are likely to morph into more of an overall distribution channel for both hosts and hotels. In the meantime, use Airbnb as inspiration to make your hotel the preferable resource for travelers.
  • How do you define your company culture? Improve employee retention by treating them with the same respect and value that you give to your customers.

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Four Tips to Be the Best Hotel Manager You Can Be

Success Business Man
Relaxed Afro American business man sitting at his desk looking into the air

In the highly competitive hospitality industry, an outstanding customer experience will set your hotel above the others. Here are four tips for becoming a great hotel manager, who surpasses customer expectations and maintains a high-achieving staff.

1. Follow-Up Is Key

Part of your job is handling concerns of both customers and staff. Make it a habit to listen carefully to everyone and follow through on any necessary action. You will quickly develop a reputation for integrity that will inspire loyalty in others.

2. Stay on Top of the Financial Situation

It’s easy to get lost in the day-to-day finances of your hotel, but it’s the overall picture that matters. Keep good records of all expenses and review them regularly to see if you can reduce costs or shift expenditures to areas of greater need.

3. Be Visible

Yes, you need to spend time in your office on administrative duties, but you’ll lose perspective if you don’t get a first-hand look at what’s going on. Perform random room inspections, observe front-desk operations and chat with your staff on a regular basis.

4. Treat Your Staff Well

Few people respond to an authoritarian approach. You and your staff have the same goal, so they’ll be far more motivated if you treat them all as members of a team.

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