ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true? for free today.

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

SurveySensum

JULY 3, 2019

Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants. Source: New Voice Media ). Conclusion. Schedule a Call.

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

ShepHyken

JANUARY 25, 2021

5 Step Plan to Create the Perfect Guest Experience by Patrick Landman. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. and you will see how works, regardless of the business.

2021 161

2021 Article Customer Service Guest Experience 161

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Hotel Reputation Management: Best Practices and Tactics. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. And the answer is simple – by offering what customers expect.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

InMoment XI

AUGUST 14, 2024

Hospitality Hotels and resorts can use AI to analyze guest reviews and feedback forms to identify strengths and weaknesses in their services. A hotel chain might discover through AI that guests frequently mention the need for better room cleanliness. What to Look for in a Customer Feedback AI Tool?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? By doing so, guests can escalate any mobile interaction to a video chat session with the touch of a finger—anytime, anywhere via an integrated mobile app (more on this below). Just consider that 35% of Americans believe outer space travel will become a reality within the next 15 years.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. The hotel staff, while generally helpful and accommodating, has other things to do. It’s not the best customer experience, but if you travel often, you learn to live with it. The Robot Experience.

Hotels 143

Hotels Travel Books Guest Experience 143

InMoment XI

JULY 16, 2024

For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 1, 2024

Hospitality Industry A well-known hotel chain used customer sentiment monitoring to address areas of concern highlighted by guests. Through sentiment analysis of online reviews and survey feedback, the hotel identified recurring complaints related to cleanliness and service quality.

Measurement 195

Measurement Hotels Social Media Hospitality 195

Bill Quiseng

AUGUST 10, 2015

A hotel’s associates have more impact in building the reputation of a hotel than the general manager. Many of them have never stayed at a hotel recognized for its exceptional service. Ask frequent travelers to name the best hotel chains and they will tell you Ritz-Carlton or Four Seasons.

Hospitality 133

Hospitality Culture Hotels Guest Experience 133

CSM Magazine

JUNE 13, 2024

Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Personalized Experiences Guests today expect more than just a place to sleep. They want personalized experiences that make them feel special and valued. Take the example of a boutique hotel in New York.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Qualtrics

FEBRUARY 16, 2021

The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest experience? The guest experience is the cumulative effect of every interaction your guests have with you.

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

InMoment XI

OCTOBER 3, 2024

Guest Retention Strategies Guest retention is critical for businesses in the hospitality industry, such as hotels, restaurants, and entertainment venues. Working to improve the guest experience and encouraging them to return can lead to increased revenue, positive online reviews, and valuable word-of-mouth marketing.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

ShepHyken

DECEMBER 17, 2019

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. The Hospitality Mentality. Shep Hyken interviews Rupesh Patel.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! We love our hotel apps. billion in 2021 to a whopping $4.5 billion this year.

Hotels 52

Hotels Marketing Guest Experience Travel 52

CSM Magazine

MARCH 19, 2025

Travel and Hospitality: Personalized Customer Service A global hotel chain implemented AI translation to enhance guest communication. With AI-powered multilingual chatbots, they eliminated language misunderstandings , leading to more positive guest experiences and higher ratings.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. million calls and 1.5

Contact Center 48

Contact Center Hotels Guest Experience Call Center 48

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. But how can hotels stay on top of their Customer Experience (CX) game using chatbots?

Hotels 52

Hotels Hospitality Guest Experience Books 52

Eptica

JULY 15, 2020

In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?,

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 50

Hotels Blog Hospitality Guest Experience 50

Magellan Solutions

JUNE 10, 2021

Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. Even to call center solutions for large hotels. We work with you to create the ultimate guest experiences. We want to ensure an exceptional customer experience. But the industry is anything but relaxing.

Hotels 52

Hotels Entertainment Hospitality Call Center 52

Magellan Solutions

DECEMBER 4, 2023

Immerse yourself in this scene: a fantastic hotel where activities flow gracefully throughout the day. It harmonizes a symphony of impeccable guest arrivals and content patrons. It guarantees that your hotel thrives by providing top-notch hospitality services. We provide more than just hotel management. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. These virtual concierges enhance the overall guest experience.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. She actually managed the branding for Burj al Arab, considered by some to be the most luxurious hotel in the world. (It’s

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Beyond Philosophy

MARCH 6, 2017

For example, when we reviewed comments from hotel guests, we found out they weren’t looking for expensive big-ticket items like a gourmet restaurant or big screen TVs with high end sound systems. Hotels Keep on Charging! Your customers are actually more likely to look for and appreciate the little things. Outrageous!

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

CSM Magazine

AUGUST 22, 2024

Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories. The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences.

Hotels 52

Hotels Customer Service Airlines Transportation 52

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.

Hotels 48

Hotels Contact Center Guest Experience Call Center 48

Think Customers

MAY 14, 2015

Last week, I stayed in two different hotels in the greater Atlanta area. Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. One was a Ritz-Carlton, and the other a Marriott.* But it wasn't--at least not for me. 1to1Media.com/weblog.

Guest Experience 75

Guest Experience Hotels Blog Brands 75

Eptica

JULY 29, 2020

These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. when compared with February 2021.

Hotels 40

Hotels Tourism Guest Experience Social Media 40

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Hotels 91

Hotels Travel Hospitality Books 91

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. Smart tools and communication hubs allow you to deploy many of the above systems quickly and easily to form a multi-pronged solution to optimize the overall guest experience.

Guest Experience 52

Guest Experience Hospitality Hotels Multi-Channel 52

PeopleMetrics

FEBRUARY 26, 2015

The extra scoop on top became their customer experience hallmark. Westin Hotels pioneered the Heavenly Bed, turning the hotel guest experience into one centered on the feeling of rest and rejuvenation. W Hotels introduced a pillow menu. As a result, it''s an experience one wants to repeat.

Customer Experience 76

Customer Experience Hotels Guest Experience Employee Experience 76

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40