Simple Ways To Enhance Hotel Guest Experience

This e-book will help you discover how you can get higher returns on the experience you create for your hotel guests at every stage of the guest lifecycle.

Imagine that every hotel guest you serve walked out the door and told just five people how amazing their experience was... To get it right, it's going to take so much more than good customer service. It'll be the 'little things' that count, those WOW Moments that create an experience for the guest they haven't had anywhere else and are left feeling compelled to share with their nearest and dearest. Give Your Guest A WOW! presents 21 WOW Moments to help your hotel achieve the 'FOUR MORES': MORE repeat and referral bookings (coming to you direct). MORE positive reviews on Trip Advisor. MORE spend during the guests' stay. MORE remarkable experience that is shared time and time again. Adam Hamadache will help you to add a WOW Moment to every stage of your guest's experience, ensuring that you and your guests sleep a little easier. Adam Hamadache is the founder of hotel training company The Wow Guest Group and PMPM Hotel Marketing. Since 2008 Adam has held contracts with over 600 hotels including the likes of Marriott, Best Western & Hilton. A regular speaker at hotel industry events including The Hotel Summit, The Hospitality Exchange, as well as regular columnist of Hotel Owner Magazine, Adam shares his experience of wowing guests to create and leverage word of mouth marketing that drives more repeat and referral bookings, coming through directly to the hotel. "This book gives a real insight into elevating the guest experience to new levels ... will be of real benefit to those in the hotel industry!" - Janice Gault, CEO, Northern Ireland Hotel Federation

Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.

Great Hotel Service outlines proven principles and processes for helping your hotel focus on satisfying your customers. Orkun Avkan's book provides tips and rules in a variety of service topics. One hundred one practical ways in the book will not only motivate you but create a culture to solve problems proactively and deliver exceptional customer service.

The Internet of Things (IoT) usually refers to a world-wide network of interconnected heterogeneous objects (sensors, actuators, smart devices, smart objects, RFID, embedded computers, etc) uniquely addressable, based on standard communication protocols. Beyond such a definition, it is emerging a new definition of IoT seen as a loosely coupled, decentralized system of cooperating smart objects (SOs). A SO is an autonomous, physical digital object augmented with sensing/actuating, processing, storing, and networking capabilities. SOs are able to sense/actuate, store, and interpret information created within themselves and around the neighbouring external world where they are situated, act on their own, cooperate with each other, and exchange information with other kinds of electronic devices and human users. However, such SO-oriented IoT raises many in-the-small and in-the-large issues involving SO programming, IoT system architecture/middleware and methods/methodologies for the development of SO-based applications. This Book will specifically focus on exploring recent advances in architectures, algorithms, and applications for an Internet of Things based on Smart Objects. Topics appropriate for this Book include, but are not necessarily limited to: - Methods for SO development - IoT Networking - Middleware for SOs - Data Management for SOs - Service-oriented SOs - Agent-oriented SOs - Applications of SOs in Smart Environments: Smart Cities, Smart Health, Smart Buildings, etc. Advanced IoT Projects.

The experience of staying at a hotel will continue to radically change in the coming years. The guest is welcomed by robots and bypasses the traditional check-in with their smartphone. Augmented reality and beacons accompany him through the hotel, any missing utensils in room will be produced with a 3D printer. Nanotechnologies and biometric methods will be introduced into the hotel industry, as well as chatbots and holograms. Digital Guest Experience tools are an investment area within the digital value chain that should be reviewed and implemented by the hotel industry. Björn Radde explains how the guest journey has changed and describes the most important digital guest experience instruments for optimizing the hotel's engagement, as well as its impact on guest satisfaction and revenue.

What makes a perfect vacation for you? If you ask this question to a hundred people, you will get a hundred answers. At least. Different people have very different ideas about what it takes to make a perfect holiday. This is one of the main challenges in the hospitality industry. Guests prefer different kinds of experiences, and they also have different requirements when it comes to the quality of the service provided, inclusions and authenticity amongst others. To create memorable guest experiences, as a hospitality professional you need to put yourself in your guests' shoes. Go on a journey with a difference, as you explore what the hotelier in the know does before even meeting their guest, the touchpoints during their guest's stay, and what happens after their guest leaves. This book will give you the tools you need to make this a reality. - Find out what you need to do to ensure your guest's book with you - Work out how much you really know about your guests - Gain insights from esteemed hoteliers on how they make their guest experiences memorable - Get your guests to rave about you - Follow through and implement the top tips to keep your guests coming back The information in this book will set you apart from your competition. It will equip you with all you need to know to ensure you take every one of your guests on a journey they will remember...

Hotels face rapidly changing guest behaviors, preferences, and expectations. Properties that can deliver a memorable experience through unique amenities, personal touches, and stellar customer service will be rewarded with repeat business, word-of-mouth referrals, and positive reviews on social media. If you're looking for ways to improve hotel guest satisfaction at your property, consider these eight provenWowrategies. Imagine that every hotel guest you serve walked out the door and told just five people how amazing their experdirectlywas... To get it right, it's going to take so much more than good customer service. It'll be the 'little things that count, those WOW Moments that create an experience for the guest they haven't had anywhere else and are left feeling compelled to share with their nearest and dearest. Give Your Guest A WOW! presents 21 WOW Moments to help your hotel achieve the 'FOUR MORES' MORE repeat and referral bookings (coming to you direct). MORE positive reviews on Trip Advisor. MORE spend during the guests' stay. A MORE remarkable experience that is shared time and time again.

Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.

The founder of Four Seasons Hotels shares the philosophy and values that have made his legendary brand How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel chain? And how has Four Seasons grown dramatically, over nearly a half century, without losing its focus on exceptional quality and unparalleled service? Isadore Sharp answers these questions in his engaging memoir, which doubles as a powerful guide for leaders in any field. He recalls the surprising history of his company, starting with its roots in his father's small construction business, which Sharp joined after getting a degree in architecture. Shifting into hotels wasn't easy, and he learned by trial and error. His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Sharp realized that customers would gladly pay extra for a "home away from home" experience. But that would be possible only if everyone-from managers and supervisors to bellmen, servers, and housekeepers-was fully engaged. The front-line staff, who have the most contact with guests, can make or break a five-star reputation. Readers will be fascinated to learn how Four Seasons does it, year after year, in more than thirty countries around the world.