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Definitely Doug 10/18/19
Posted: 12/06/2019

Sustainable Innovation
 
Sustainability can yield multiple benefits to hotels. Saving energy and water yields direct cost savings. Revenue can be generated by guests who prefer to deal with businesses that minimize their environmental impact. And many would argue that conserving scarce resources is simply the right thing to do.

Definitely Doug 12/6/19
Posted: 12/06/2019

Meetings Innovation
 
The sale and delivery of groups and meetings is perhaps the most significant and under-automated functions for many hotels. Even though groups often account for 30% to 60% of revenue, most group bookings are still handled manually for most if not all of steps, as they move from a meeting planner’s research to a confirmed booking.

The biggest enemy to any system is complexity. In a system of inputs and outputs, such as an enterprise system, more complexity means more parts are used in interaction with inputs to create the outputs. Every part that must be built and maintained costs time and money

Tracking the evolution of key performance indicators (KPIs) over time allows hoteliers to identify meaningful trends, create forecasts and budgets and assess the results of different strategies. To perform this kind of analysis, data has to be recorded within consistent time intervals and in chronological order. This is known as a time series.

Definitely Doug 11/15/19
Posted: 11/15/2019

Every time I turn around these days, I see a new vendor or product promising something called a complete Guest Experience Management, Guest Journey Management, or Guest Engagement (or some variation on those words). This week I looked at some of the emerging products claiming to be in this space, both to try to better understand it, and to see what promising ideas it may hold.



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Checking In before Checking Out

12/19/2016
by Scott Schaedle

Today, nearly 60 percent of travelers book hotels using a mobile device and 81 percent find user reviews important. With mobile devices serving as a natural extension of travelers, hotels must engage with their guests where they’re talking and listening before, during and after their stay to manage the guest experience from check-in to checkout. 

Streamline Operations
Before a guest even steps foot onto the property, hotels should incorporate mobile technology into their internal operations to streamline communication between departments and shifts. Replacing physical logbooks and finicky radios with mobile devices is one way to ensure transparency and accountability between frontline employees and management, shaping the guest’s first impression and ensuring consistency from day to day.

Encourage Engagement
Once checked in, guests should have a way to communicate requests and complaints directly to hotel staff via mobile device without being required to download an app or call the front desk. Requesting more towels or expressing a noise complaint via text encourages guests to engage directly with staff in a manner that is intuitive and natural for today’s traveler. Opening this additional line of communication between the guest and staff not only creates a highly personalized guest experience, it also provides the opportunity for management to address an issue that might otherwise only be discovered after the guest checks out and publishes a review.

It is imperative that mobile-initiated complaints are escalated quickly, handled appropriately and logged correctly. While a complaint may have been initiated via text, hotel management should not necessarily continue the dialogue using the same medium. Instead, the manager should quickly take the complaint offline by engaging with the guest verbally or face-to-face. After the issue is remedied, the incident should be logged so that staff can be aware of and sensitive to the guest’s issue during future stays. 

Keep it Simple
If technology overcomplicates the guest experience, don’t implement it. Completely replacing traditional staples in the hospitality industry like the front desk associate or housekeeper with technology removes the opportunity to personally connect with guests and create the highly customized experience we’ve all come to expect.

While comment cards on pillows might be obsolete, the concept is certainly not. Hotels should automatically send a brief survey to the guest’s mobile device after checkout requesting feedback on their experience. Many hotels offer points as incentives to completing these surveys, which ultimately provides a wealth of information to calibrate operations and increase guest satisfaction.

While we most certainly have not seen the extent of mobile technology’s role in the hospitality industry, it’s clear that hotels seeking to increase customer satisfaction must connect with guests where they’re engaged through mobile technology. Through technology, savvy hotels should proactively shape the guest experience by streamlining internal operations, opening a new line of communication and implementing technology where it makes sense.

About The Author
Scott Schaedle
Founder and President
Quore


Scott Schaedle founded Quore in 2012 after identifying the need for and creating a solution to revolutionize and streamline hotel operations. Raised in a family rooted in the hospitality industry, Schaedle grew up and worked in hotels his entire life. Schaedle is the driving force behind the vision of the company and designed Quore through a collaboration between hoteliers, designers and software developers. Under his leadership, Quore now has more than 20,000 users at more than 1,000 hotels, including properties in leading management companies throughout the country.

 
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