Google Glass for Hotels?

The development of futuristic technology has provided hotels with more opportunities than ever to truly impress their guests with a unique experience.  Two hotels, Acme Hotel Chicago and the Stanford Court San Francisco, have found a way to use wearable technology to their advantage.  The highly sought after Google Glass is currently available as a beta program. Google has released the product to “Glass Explorers” who can get the product in hopes that they will reveal the many flaws in the advanced piece of technology.  To get Google Glass, one must sign up and pay a hefty fee of $1500 for what is essentially an unfinished product.  While Glass still has tons of cool and useful features, the polished product will undoubtedly be better.  This makes people reluctant to purchase it as new technology is often buggy.  The Acme Hotel Chicago and Stanford Court San Francisco have signed up to become “Glass Explorers” but the hotels themselves won’t be doing any exploring.

Guests have the option to rent Google Glass during their stay as to enjoy using the product while in an unfamiliar city.  Acme is offering the product on a complimentary basis in three hour blocks for guests to enjoy, while Stanford Court offers the “Google Glass Explorer Package” for just $199 a day.  The opportunity to “borrow” Google Glass for a day is a tourist attraction in itself.  Besides getting the opportunity to test one of the most advanced consumer technology devices on the market, the product has dozens of uses for a traveler in an unfamiliar city.

A few things guests are able to use Glass for when traveling:

• Weather information
• Travel information like maps, travel guides, nearby accommodations, restaurants and more.
• Ability to get live directions from your exact location

The use of this product could essentially eliminate the need of a concierge service in your hotel.  At the moment, it’s financially unrealistic to provide every guest with a pair of Google Glass, but in a few years as new products are unveiled the price will drop as technology always does.  There are several ways you could use Google Glass to increase efficiency at your property behind the scenes for your employees and in the front of the house by providing it to guests.  One hotel brand, Starwood Preferred Guest, has created an app for Glass which allows guests to check into their rooms, call the hotel, look up their reservations and even take virtual tours of individual hotel rooms.

Google Glass is still young and we can’t predict the impact it might have in the future.  But one thing’s for sure, people are anxious to give this product a try; they just don’t want to pay $1500 for it.  This can be a fun and innovative way to enhance your guest’s experience!

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Source:

http://www.hotelsmag.com/Industry/Blogs/Details/50807

5 Ways to Handle Unhappy Customers

There are so many ways to deal with unhappy customers.  Some methods are more effective than others but the most important thing you can do is let the guest know you’re making a sincere effort to fix whatever’s wrong.  Being able to successfully deal with these situations on the spot is essential to good management and a successful business.  Here are 5 key steps to making sure that guest doesn’t leave your business unhappy.

1. Learn the facts from all parties involved.  Before approaching the customer, ask the employee who was first presented with the situation what their take is.  Often times they will have a different perspective on the issue than the customer will.  Then proceed to ask the customer what they believe has occurred and how they were wronged.  Once you have all the facts, you can make a decision on the situation should be handled.
2. Know your abilities and limitations in the steps available that you can take to fix the issue.  Are you allowed to give complimentary items? Can you give them an extra night’s stay?  Have a thorough understanding of all your options prior to dealing with the unhappy customer.  More often than not, a bad situation can be fixed with some other form of compensation; but make sure you’re authorized to provide said compensation before you do it.
3. Inform the customer that you are the person that will assist them.  Make them feel valued and personally help them to solve their issue.  This way there is only one party involved in fixing the situation and customers don’t feel brushed aside by being sent to various people.
4. Get direct assistance from others in your organization; if you’re not able to resolve the issue yourself.  If you’re unable to fix the issue at hand, there is usually another employee who is readily available that can help solve your problem.  Go directly to them and ask for their help as to solve the issue in a timely manner.
5. Follow up with the customer.  This one is a no-brainer.  While solving the issue, you’ll usually receive the customers contact information.  Make it a point to reach out to them after the fact and offer to personally take their reservation should they choose to come back.  Make sure they know that you’ve taken the time to personally assure their satisfaction.

While there are of course many ways to handle an unhappy customer, these are a few steps you can take when something comes up unexpectedly and you’re forced to make quick decisions.  To read the full article, please visit; http://www.hospitalitynet.org/column/154000392/4065105.html

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Guests “Text” Their Thoughts to Hotels

The Park Hyatt at Beaver Creek recently completed their room renovations to display a more contemporary look in the ski resort.  Upon finishing the renovations, the hotel wanted to find out what their guests thought about the new rooms.  Since it’s so difficult to get guests to fill out surveys, especially on paper, this Park Hyatt asked its guest to text them their thoughts on the renovations.

Upon check in, guests are given a phone number and told they can text their thoughts on the new rooms at their own convenience.  In return for their thoughts, they receive a complimentary cocktail.  Something as simple as a free drink can generate a much larger number of responses; everyone likes free stuff!

Not only are several other hotels implementing similar strategies, guests have taken a liking to the concept.  By putting the ball in the guest’s court and not sending them solicitation texts and spam emails, guests have accepted the practice and are more open to participating.  “So long as the texts are strictly about the renovation and won’t lead to the hotel “spamming” us with deals or packages, we’re cool with that.”

While this strategy has worked great for the Park Hyatt Beaver Creek to hear guests reactions to the newly renovated rooms, this could be used across all kinds of guest reviews.  The concept creates a simple and 24/7 available outlet to tell the property what’s on their mind.

http://www.hotelchatter.com/story/2014/2/24/94258/3396/hotels/Text_The_Park_Hyatt_Beaver_Creek_What_You_Really_Think_About_Their_New_Rooms

5 Free Technology Tools for your Hotel

With thousands of apps, websites and programs all looking to solve your problems, nobody has the time to sort through which ones are worth using.  Fortunately, there are people who have done the hard part for you.  Here are 5 technology tools that can be used in hospitality for your benefit – for free!

1. Google Alerts.  This one I use personally and professionally.  Google allows you to set up “alerts” based on keywords of your choice.  It compiles a list of articles (news and blogs) relevant to any number of keywords you choose and sends you a daily, weekly or monthly email with all relevant news.  This can be great for salespeople and revenue managers to monitor their market and understand current economics in the industry.

I personally use it to monitor the industry and any trends/news that may be relevant to our clients.  It can also help you monitor things like competitors and management changes in your area.  The possibilities are endless with this tool.

2. Yesware.  This program is designed to track your email efforts.  Yesware will allow you to track who has opened (or not opened) your emails, where they opened it, the date and time they opened it and even how many times they opened it.  It may sound a little too invasive, but it’s effectiveness can’t be disputed.  This can help you develop your subject lines, sales pitch and display name to figure out what provides you with the highest number of opened emails.  Develop a template from the more successful emails and send it out to your sales team to use.

3. Boomerang.  This program helps you to track the chaos in your inbox.  It allows you to set up reminders to save you from several problems everyone suffers.  For example, you can set up an email to be sent again if a response is not received within a certain timeframe.  Want to remember something coming up such as a flight or an event?  You can schedule the email you’ve already received to be sent to your inbox again at the time of your event or flight.

4. SmartRecruiters.  SmartRecruiters is a complete hiring tool that is FREE for companies to use.  It allows you to post a job opening and it will post the position to several free job aggregate sites.  Want to expand your search scope?  It also provides a list of ALL job aggregate sites that you are able to post to for a fee.  This site allows you to post your job openings to almost every job aggregate site out there from a single platform.  It’s easy, quick and free.

5. If This Than That (IFTTT).  “IFTT is a simple solution to a complex problem.”  It merges two separate networks and shares data when a trigger is released.  For example, it can be setup so that if a customer posts a photo of themselves on their Instagram and tags your hotel, that photo will automatically create a draft post on your blog.  This allows you to do two crucial things, engage your guests on a personal level and create digital content on your site.  Creating daily content can be challenging, this program syncs with several other tools such as Google+, Twitter, Gmail and more to allow you to be present at all times on your social media channels with live, guest generated content.  While this sounds complicated, it’s extremely simple to setup.

The best part about all these programs is that they’re free!  By not utilizing these tools you’re missing out on a huge opportunity to expand your digital presence and simplify your current practices.

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Source:

http://hotelnewsnow.com/Article/13215/5-free-tech-tools-for-hoteliers

7 Technology Trends That are Here to Stay

Years go by and trends come and go, but with the development of technology, many of these “trends” aren’t trends at all.  It’s no secret that technology has become an integral part of the traveler’s life.  When was the last time you saw a guest walk into your hotel without some kind of technology in their hands?   Guest expectations have evolved with the integration of technology, so how can hotels keep up?  Here are 7 things you’ll find in any successful hotel that won’t be going anywhere anytime soon.

1. BYOD: “Bring Your Own Device” – Travelers all have smart phones, tablets and laptops.  The number one thing left behind in hotels is chargers for these devices.  Keep these lost items around and if a guest arrives without their phone or tablet charger, you can then provide them one for use during their stay.
2. Service Automation:  More guests would prefer to interact with hotel staff through technology.  If they want a new set of towels or room service, they will be more likely to order these things through an app, a website or any technology service before they will call down to the desk.
3. Digital Signage:  At this point, it’s almost instinctive when you see a big digital screen to try and touch it.  Visual/digital concierges are replacing pamphlets and live people.
4. Connected Meeting Spaces:  Same with service automations; if a guest can order more sodas through an app or text message, they’re more likely to do it than if they had to call or find someone.  This can increase satisfaction from meeting planners which is the key to repeat customers.
5. Free Wi-Fi:  Did we say everyone has electronic devices?  Make sure they can use them at your hotel without paying extra.  This is driving guests crazy all over the world; free Wi-Fi is a new expectation.
6. Extended Office Space:  More businesses are finding success with non-local business meetings.  This means finding a space for sometimes over 100 employees which all require food, housing and transportation.  Attracting these meetings can mean huge increases in revenue and doing them successfully will help spread your name like wild fire.
7. Luxury Technology:  Nothing will win over a guest like arriving to their room and finding a tablet or interactive television to use during their stay.  This is an easy way to create a memorable experience for your guest by giving them something that others won’t and in 10 years you’ll probably see it everywhere.

There’s no way to avoid it; technology is taking over the lives of guests and people in general.  They will expect to be able to use their devices openly and freely when staying at your hotel.  The inability to do so will create unhappy guests and a bad buzz for your hotel.

Are there any other trends you can think of that are here to stay?

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Source:

http://www.elevenwireless.com/9-hot-hotel-trends-to-watch/

Marriott Hotels Engages Customers for Innovative Ideas

How often do you wonder how you can improve your guests overall experience? There’s always room for improvement in hospitality, but finding it can sometimes be difficult; especially when you only get the inside perspective on hotel operations. Guests are not always willing to fill out satisfaction surveys and sometimes it can be hard to draw feedback out of them unless you’re able to get a moment of their time.  Marriott Hotels has found a new, innovative approach to finding out what makes guests experience a remarkable stay at their properties.

Travel Brilliantly is a new website developed by Marriott Hotels that invites travelers to share their ideas and innovations to help discover the next big thing in hospitality.  By inviting the traveling public to a single medium that allows them to discuss ideas and receive feedback helps to find the innovative ideas that will change the industry for the better.  Marriott has set up this system to have 4 judges who review hundreds of submissions and select winners to travel to the company’s headquarters to work alongside industry experts to pioneer their new idea.

Of course not all properties have a corporate headquarters with a research and development team so for many this may be an extreme example of this idea.  By setting up a simple blog and adding a little content you can quickly generate conversation among your guests and travelers to find out what you can do in your own hotel.  While this idea takes some work, consistent and engaging content can help you build an audience that trusts you and ultimately shares their ideas with you openly.

A less robust way of getting this feedback is through your existing social media pages like Facebook.  Guests are happy to provide responses to questions when they’re readily available.  A guest is more likely to answer questions like, “what could we do to improve your stay” through social media than answering the same question in a survey.  This practice also allows other guests to see what one another are saying and build on the ideas to come to a strong solution for multiple issues.

Marriott’s new website may not be the most innovative idea in the world, but it creates a simple solution to a huge problem in the industry; how to engage guests and get them to provide feedback on what can be improved upon during their stay.  A certain level of personal interaction and intimacy that is provided through blogs and social media makes a guest feel like someone is actually listening.

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Sources:

http://online.wsj.com/article/PR-CO-20140206-912396.html

http://travel-brilliantly.marriott.com/

10 Industry Trends to Watch in 2014

10 Industry Trends to Watch in 2014

1. Millenials.  The time has come; younger generations are growing up and they’re starting to spend that newly found disposable income.  Millenials are approaching their peak earning, spending and travel years and many organizations in the travel industry are taking advantage of a big opportunity.  Getting ahold of these folks young can create a life-long customer that touts their entire life to a network of thousands of people on their multiple social media accounts.  You don’t want to miss the wagon on this one.
2. Speed and Precision.  Younger generations have set a new standard of expectation when it comes to fast and easy booking, checking in and sufficient Wi-Fi speeds wherever they are traveling.  Older generations have taken a liking to this idea and have also begun making all of their travel plans through a digital medium.
3. WOW Customer Service.  This isn’t necessarily a trend of 2014, but rather an ongoing trend year-after-year in the hospitality industry.  Providing your guest with remarkable service is the only sure way to create repeat business.  Give them a unique experience and not only will you create repeat business but they’ll also tell their entire social media network about how your business managed to truly WOW them.
4. Leadership.  Put your money where your mouth is.  If you want your employees to act a certain way, treat guests in a way that forms a connection and be outstanding employees; lead by example.  Instill the ideals you would like to see in your organization and then show them how it’s done.  Be the change that you would like to see in your organization and others will begin to follow.
5. Expect More International Visitors.  “China is preparing to send about 100 million leisure tourists into the international market every year.”  Based off of previous numbers, that means an additional 10 million visitors to the US from China alone.
6. Social Media and Mobile will be Inseparable.  Mobile has allowed users to live in real time by updating their networks on their activities and happenings as they occur.  Millenials and Baby-Boomers alike will Tweet, post and Instagram everything they consider worth sharing; so give them something to share!
7. Content Marketing will Replace Traditional Advertising.  Advertising has come to overrun our lives and because of it, people have adapted an ability to drown out traditional advertising.  Social media, blogs and other digital content have become the new form of advertising.  “Simply put, you need to create and share content while engaging people if you want to be recognized moving forward.”
8. Renewed Focus on Property Websites.  Considering the amount of people who research and book their accommodations online, this should be obvious.  This is an opportunity to offer special rates if customers choose to book online through your property’s website without the burden of OTC taxes.
9. Review Site Tactics.  “TripAdvisor has become the world’s most popular travel website with 34 million unique users each month.”  Companies like Yelp and Google have also cashed in on this growing network of customer reviews.  Use this as an opportunity to field good and bad reviews from various customers.  Often times a customer will delete their negative review if the property engages with their comments and attempts to make the situation right.  Prospective customers will also use these reviews to make their lodging selections so it’s important to be active!
10. Reputation Management.  This goes hand-in-hand with number 9.  With the thousands of reviews and millions of people reading them, it’s crucial to be actively engaged in both positive and negative reviews.  A strong or weak reputation will be shared with the world on social media and search engines whether you like it or not.  It’s your duty to manage them.

What else do you think is a strong trend to watch for in 2014?  Technology is changing the way the hospitality industry operates and it’s essential to keep up with these trends if you want to remain successful.

Source: http://www.hospitalitynet.org/news/4063217.html

3 Keys to Understanding Your Customers

There’s a simple formula to follow if you want to get a complete profile of your hotel guests.  A new white paper by Market Metrix details how you can grow your property by focusing on three key areas; direct guest feedback, competitive benchmarking and social media.  By combining data from all three areas, you can develop a thorough understanding of your customers/guests.  Market Metrix is the leading provider of customer and employee feedback solutions for hospitality companies around the globe.

1. Direct Guest Feedback.  This one is a bit obvious, but guest feedback is essential to understanding your customer’s wants and needs.  “Direct guest feedback, typically from guest surveys, helps you understand what’s happening operationally, take action and build your property’s reputation.”
2. Competitive Benchmarking.  It’s important to know how your competition is doing and what’s making them successful or unsuccessful as to improve your property.  This can help you discover emerging drivers and trends throughout the industry.
3. Social Media Monitoring.  Online presence and digital reputation is a cornerstone for a successful brand.  Monitoring your social media pages helps you manage your online reputation while being able to respond directly to inquiries and negative comments.

When you put these three key areas together you get a full picture of your guest, performance and market.  By clearly detailing what’s working and what’s not working it allows you to focus on more important areas of your operations to improve guest satisfaction.

To download the FREE white paper from Market Metrix, click here!

Sources:

http://www.hospitalitynet.org/news/4062247.html

Hospitality Trends: Minibars, Markets and More!

Hotels are constantly looking for new ways to draw in guests and make a personal connection with them.  By creating a personal connection with a guest, you create a loyal customer.  Old strategies in hospitality are being abandoned as times are changing and guest expectations are evolving.  With this evolution, older amenities that have always been a part of the hotel experience are changing to newer, more modern versions of the same amenity to cut low-revenue programs and create a new experience for guests.

One common amenity in hotel rooms is the minibar.  Minibars are rarely used due to the expensive nature of them and the fact that guests can provide their own beverages and food from a nearby convenient store for a fraction of the price.  Another common issue with minibars is guests consuming the drinks and filling them back up with water to avoid the extra costs on their bill.  Since housekeeping has limited time to check and restock the minibar, they don’t often take more than a glance into the fridge; if it appears full, it is not restocked.  Since this amenity provides minimal revenue and is often just taking up space in a room, more hotels have eliminated the minibar option and replaced it with an empty, full-size refrigerator for guests to use.  This way if they want to provide their own food and beverages they have an adequate storage option.

Another popular innovation is the development of “hotel pantries” or “hotel markets.”  Pantries and markets within hotels serve the same purpose; to provide guests with a quick and convenient location to get snacks, drinks and even personal amenities like aspirin and other toiletry items that travelers often forget to pack and must purchase on the road.  Hotel chains including Hilton and Marriott have adapted a market/pantry that is a standard part of the lobby design for these chains.   La Quinta recently launched the “Bright Side Market” as a universal feature for all of its properties.  “The San Antonio La Quinta sold up to $15,000 per month in food and amenities with a 50 percent or higher profit margin.”

While guests’ expectations are growing in terms of technology, there’s one strategy hotels are adopting that isn’t so technology-driven; hotel libraries are becoming increasingly popular.  Modern guests now expect full-size, HD TV’s in their rooms that get at least as many (if not more) channels than they would get at home.  This is a necessity when staying in a hotel but more often than not guests are frustrated with the lack of preferred programming playing at any given moment; we all know what it’s like to try and find something to watch on TV..  Providing guests with a book renting option that allows them to rent a book and return it before they check out of the hotel is a great way to create a personal connection with customers.  Some hotels even allow the guest to rent the book and return it at any of their chain locations; creating an obligation to continue using the chain when traveling elsewhere and giving the guest the ability to continue their book in between travel destinations.

Finding a way to stand out from the crowd and getting your guest to enjoy a remarkable stay is an ongoing struggle as expectations and trends change constantly.  Staying on top of these trends can help set your hotel apart from the rest and create a memorable experience for your guest.  Check back each week for hospitality trends and other important happenings in the industry!

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Source:

http://www.northjersey.com/travel/226631691_New_or_coming_soon_to_hotels__the_latest_trends.html?c=y&page=1