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Category Archive for: Guest Experience

Are Hotels Tackling What Guests Really Want for Superior CX?

Forty-five percent of guests recently surveyed by Medallia believe hotels do not exceed customer expectations. But wait…hasn’t the industry evolved with advanced technologies and new methodologies for meeting shifting preferences? Guests can now autonomously check-in to properties. In-room amenities can be automatically adjusted to exact likings. In today’s smart, digital world, guests seemingly have everything…

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The New Face of Business Travel: How Hotels Can Keep Up

With corporate travel spending expected to grow 6% by end of year (its highest annual growth rate since 2011), hoteliers should be specifically working to improve this guest experience. But their approach must adapt to meet the needs of a quickly changing market; one in which professional travel bloggers and social media influencers now earn…

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Hospitality Insights from Medallia’s Experience ’18 Conference

I don’t travel often for industry events—with a new promotion and family obligations, I prefer virtual or local conferences—but Medallia’s annual “Experience” event is just too good to miss. After the incredible takeaways from last year’s event (recap here), I was eager to return. This year’s conference, which took place May 15-16 in Long Beach,…

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4 Lessons Hotels Can Learn from Brands that Are Absolutely Crushing CX

Businesses that succeed for the next 15, 20 or 50 years will be customer-centric and experience-driven, but how many truly understand what this means? Over 80% of companies recognize customer experience as a differentiator capable of accelerating revenue and reducing costs, yet only one-third rate their own customer experience at a level of eight out…

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The Front Desk Isn’t Dead, Just Different

Ah, the front desk. It’s every stock image we see when searching for “hotel” photos, complete with perfectly positioned bells and mannequin-like associates. But is the front desk still relevant? Absolutely. It just doesn’t look like this anymore. Through the years, I’ve heard countless industry experts question the validity of the front desk. I’ve heard…

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Five Things Hotels Can Do to Immediately Improve the Guest Experience

We live in a world today of seemingly endless possibilities, one in which companies must relentlessly innovate to meet rapidly changing expectations. This is especially true in hospitality, where the bar is continually being raised for the guest experience. So, why is it that guest satisfaction increased by only 2 percent from 2015 to 2016?…

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GMs: Six Ways to Go Above and Beyond for your VIP Guests

Every guest is equally important and deserves exceptional service; however, there are those guests that have earned the right to certain privileges and treatment: VIP guests. These may be individuals who are part of your brand’s loyalty program. They may be high-level executives or heads of companies. Their status as VIP may depend on the…

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