While thread counts and room views vary, the survival of any lodging property hinges on its human and systemic touchpoints. Drawing on core insights originally published by Stefan Renziehausen for e-Hotelier, this comprehensive analysis unpacks the operational math of hospitality customer service. We explore how hoteliers can build frictionless, repeatable service delivery models and how B2B suppliers can engineer products that protect frontline staff from burnout.
Browsing: Customer Experience
News, features and articles written by the IHS team and our knowledgeable contributors on the topic of Customer Experience, specifically in the hospitality sector.
In the hospitality sector, mastering the distinction between customer service and customer experience is crucial. Discover how to create memorable guest journeys and build lasting loyalty.
Ensuring your customer service standards are up to pace is crucial as a property manager. But which standards ought to be given top priority? We look at the industry standards for customer service and which standards your guests value the most.
Holiday Inn Club Vacations Incorporated, has announced that J.D. Power has recognized it for providing “An Outstanding Customer Service Experience” with its Owner Support team in 2022.
IHG Hotels & Resorts is focusing on the importance of the guest experience with its recent international marketing initiative, Guest How You Guest, celebrating hotels and taking a break from doing it all.
Using a Guest App for proactive guest communications and to manage issues before an online review is published is one of the best methods to achieve high customer satisfaction.
Julius Robinson, chief sales and marketing officer, U.S. and Canada for Marriott International, stated that the conversation regarding service issues, staffing and other hotel guest concerns “is mostly behind us.”
According to a recent survey, the majority of Americans are experiencing travel issues this year but are willing to spend more than they would normally be comfortable with on travel.
The first integration of Amazon’s well-known Alexa AI with LG hotel TVs using the powerful webOS smart TV platform has been co-developed by LG Electronics and Amazon using their respective strengths in the hospitality market.
If you want to attract the correct kind of guests, there is no better way to do so than by providing them with the specific types of amenities, facilities and services that will speak to them.