This is the archive for February 2006
How Hotels Build Guest Loyalty
Guest loyalty is a key driver when it comes to repeat business and the hotel bottom line. Hotels are going all out to capture guests' minds and hearts, in a bid to gain their loyalty. From the Ritz Carlton, where personalized, fully-focused attention to guest needs is considered paramount, to the Four Seasons and Kimpton, luxury hotel chains are adopting key hospitality loyalty-building tactics to keep their guests happy..and coming back.
""One of the basic principles of the company is remembering . . . what it is that guests prefer when they are in your hotel," explained (Ritz Carlton) spokeswoman Vivian Deuschl. "Our employees," she said, "carry around little notepads and jot down observed guest preferences," whether it be a favorite magazine, music, etc. "We try not to be intrusive, but 99 percent of the time our guests are blown away that we learn such things.""
Read the whole article:
Chicago Tribune | How do hotels reward loyal guests?tags:
hospitality
The Truth Is…Busting Through The Barriers To WOW
By Rick Hendrie, President, Remarkable Branding
The moments of truth are so precious in every interaction with your guest. The ones which cut across most businesses are:
Hello
Welcome
I will do what it takes to WOW
Thank You
Good Bye
The human component elevates these above mechanical ‘Moments of Truth”, even as those have great impact. I was in Denver recently and stayed at a respectable mid-price property. When I arrived, the desk clerk asked me “to wait a minute” before he checked me in. No problem. He returned 2-3 minutes later with a Coke cup filled with what I guessed to be Coke. I thought, “I see. My time is less important than his thirst.” Bad start.
InterContinental Hotels Group introduces Virtual Concierge Service
InterContinental Hotels Group is to introduce a virtual Concierge or Information system for guest through its eHost system. eHost is expected to go live at 14 Holiday Inn properties this week.
Read more:
Hotels & Resorts - Holiday Inns Unveils Virtual Concierge Servicetags:
hospitality
What is the outcome of the Bedding Wars?
The Bedding wars all started when Westin launched its Heavenly Bed concept in 1999...since then the war has raged on...but who's really benefited, asks Christopher Elliott in his article?
Business Travellers would rather have free Internet access than a plethora of spread and pillows that they just don't know what to do with. As the wars come to an end..experts and hotel professionals evalute the fall-out.
Read the original article:
Détente in the Hotel Bed Wars - New York Timestags:
hospitality
Westin kick-starts industry no-smoking trend
Westin's decision to ban smoking in its North American properties has caught on with other operators...and some say it may be the beginning of a new trend! Westin says only about 8% of guests requested smoking rooms - it's decision to go smoke-free was based on providing a cleaner, healthier experience (and of course, it also saves costs for the hotel in terms of cleaning, etc!).
Read the whole story here:
USATODAY.com - Westin touches match to smoke-free trendtags:
hospitality
Marriott launches 'Spirit to serve our guests' program
Excerpt:
Marriott International, Inc. has launched a guest service initiative called “Spirit To Serve Our Guests.” The program has five key elements, which begins with quickly recognizing a guest’s personal preferences when a reservation is made, to helping a Marriott Rewards member track points.
Read the whole story here:
Marriott Rolls Out Guest Service Programtags:
hospitality
