How To Handle Unreasonable Hotel Customers

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Hospitality, hotelier, hotels

The hospitality industry revolves around excellent service and impeccable relations with customers. But from time to time, hotels and other accommodations encounter unreasonable customers with big demands. It could be that they had a long flight or have been stressed all day long. For whatever reason, customers should be treated with dignity and respect. Here are some ways to handle unreasonable customers.

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Arguing with customers may resolve issues, but it does nothing to de-escalate the situation. If a mistake was made by either party, do not argue with the customer even if you have a sound logical argument. Offer the best service available to help them feel better.

Listen to your customer and find out what they need as opposed to what they want. If they are checking in in the middle of the night and there are disputes regarding their reservations, make them as comfortable as possible while the issue is being addressed. Offer them coffee or tea, comfortable seats, anything that can remove some of their stress.

If a customer loses their temper and starts shouting, remain calm and polite. Keep in mind that this is not an attack on you. Find ways to calm them down first. Think of a solution that is fair to both parties. If their demands are unreasonable and hotel policies do not allow their request, express sympathy before informing them of the decision.

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John Jefferis is famous for his hands-on approach in managing his businesses. His strong involvement in the various aspects of his business from conceptualization to logistics is one of the qualities that he is truly admired for, and also the reason. Visit this blog for more insightful reads about the hospitality industry.

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The Impact Of Ai Technology On Hotels

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AI, Hospitality, hotel, technology

A hotel’s long-term success hinges on its ability to bring in new customers and gain their loyalty. However, with the increasing demand for exceptional customer service, abundance of information online, and a multitude of options and competitors, it has become more challenging for hotels to meet customer requirements.

But with the advent of artificial intelligence (AI) technology, hoteliers can receive a helping hand, particularly in three areas.

Big data

Data and analytics are the trends nowadays because they provide businesses the means to gain all the information they need about their target market. But with so much data available, crunching these numbers can be time-consuming and is prone to human error. AI can automate the processes involved in collection and analysis of data, making it more efficient and allowing hoteliers to come up with strategic choices as quickly as possible.

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Booking

Currently, most hotel bookings are driven by a cookie-cutter approach, too formulaic and lacking individuality. However, making it more personal will likely compromise efficiency. An AI technology can solve this dilemma, as not only can it book guests in an efficient manner, interaction with would-be customers can also be personalized. This can lead to better online experiences, which can, subsequently, result in better client loyalty.

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Operations

AI can also be implemented in the hotel’s other operations. At present, some hotels already use AI-powered concierge or front desk, such as Cosmopolitan in Las Vegas, Hilton Worldwide, and Edwardian Hotels. There is also the potential for AI to improve other aspects of hospitality, including room service, valet, housekeeping, and more.

John Jefferis is a multi-awarded hotelier with more than 40 years of experience in hotel and resort development. If you want to learn more about the industry, subscribe to this blog.

Crunching Big Data To Keep Hotel Clients Happy

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analytics, data, Hospitality, hotel

Data or information is readily available – whatever industry a business may be in.   And countless organizations have taken advantage of crunching big data and of analytics solutions to bring in more customers and meet their expectations, keeping them satisfied with the products or service.

The opportunity big data provides is available as well to hotels and other businesses in the hospitality sector.  There are millions of travelers in any given day, and hotels are better served utilizing data to gain an understanding of how to bring in these consumers.

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A pioneering example of a hotel using data and analytics was during the winter season of 2013-14.  During this time, the cancellation rate for flights was roughly 3 percent, standing around 90,000 passengers every day.  This meant that hotels close to major airports were presented a distinctly valuable opportunity.

U.S. economy hotel chain Red Roof Inn understood this and had its marketing and analytics team used openly available public data sets to weather conditions and flight cancellations.  With the knowledge that stranded passengers would search for nearby accommodation through their mobile devices, the hotel chain launched targeted marketing campaigns that resulted in a 10 percent increase in sales in the specific areas where they deployed the strategy.

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Basically, big data and analysis can help hotels understand the preferences and requirements of the customers, formulate optimal pricing, and bring value to clients.

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REPOST: Hospitality secrets for bringing customers back

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Hospitality, human interactions, relationship, tourism, welcome

More than the luxurious amenities and spectacular natural setting that a hotel or resort can offer, human interactions play a crucial role in providing guests a positively unforgettable experience. Hospitality is all about building good relationships with customers, and not just merely pleasing their eyes with a well-designed suite or satisfying their taste buds with haute cuisine . More insights can be read below:

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“Auld Lang Syne” is the most popular song on New Year’s Eve, but another Scottish traditional tune, “Will Ye No Come Back Again,” is in the hearts of the hospitality professionals who’ve hosted so many travelers this holiday season in hotels and restaurants. Many “happy returns” by guests are sought after and prized, so varying methods and strategies are used.

“Studies show that 68-percent of people who don’t come back choose not to because of a human interaction,” says Jose Luis Mogollon. He, therefore, provides a complimentary on-site psychologist and generous incentives for the 2,500 employees throughout his four Pueblo Bonita Resorts, in Cabo del Sol, Mexico. “We make sure everyone on staff can speak English and we educate them with extensive training. They can’t give what they don’t have.”

The Musser family, owners of Mackinac Island’s historic Grand Hotel, has been teaching their seasonal employees similarly for generations, says managing director Ken Hayward. “They encourage staff to make eye contact, smile, greet guests by name and show people they care. You cannot say ‘thank you for coming’ enough.”

Spaniard Oscar Garcia, general manager at Texas de Brazil, a unique steakhouse in Detroit, has worked in restaurants around the world and recognizes the common denominator. “I try to welcome diners in and send them away with the same warmth I would if they were visiting my home,” he says, even suggesting a special glass of port following the extensive, dazzlingly diverse meal. “We’ve had guests so relaxed they’ve settled in for a good part of the day.”

Sometimes convenience is more essential, and a speedy check-in is the goal of Karl Knieling, the director of sales and marketing at the Crown Plaza Hotel near Grand Rapids Airport.

“We provide a warm and sincere check in and tell our guests a little about our amenities and the location of their room, but through our rewards program we keep track of their preferences so we know what they like and provide it automatically when they return,” he explains. “Do they like a king bed? Maybe they prefer a room near the pool?”

In Puerto Rico, Royal Isabela’s returning guest program offers guests, upon check out, the chance to book their next stay at the luxurious seaside resort two-hours outside San Juan, with a special discounted rate.

“Most of our guests come to relive their last vacation experience, to enjoy the privacy of the casitas, the challenging game of golf or the organic restaurant menu that changes on a daily basis, plus to check-out all of the activities they weren’t able to do the first time around,” says reservations manager Angela Torres.

The word of mouth — in its modern form — generated after a stay may be the determining factor for choosy travelers, according to East Lansing’s Steve Wickens, who owns the Courtyard by Marriott and, in Novi, the Baronette Renaissance. “The online reviews ‘millennials’ post are very valuable to attracting guests. The switch to mobile booking and the influence of social media will change the landscape for hotels.”

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