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  • Guest Service / Customer Experience Mgmt

  • The Power of Ambiance Design

  • By Roberta Nedry, President, Hospitality Excellence, Inc.

  • Remember lyrics like "I'm in the mood for love". When guests are "in the mood" they are relating to a feeling that seems to be surrounding them in all that they see and do. That mood makes them happy and agreeable. When guest moods are up so are the dollars that they spend. When guest moods are down, they are likely to notice more problems, complain more and they certainly are not in the mood to spend.

    How do hotels create the mood? What mood is most appropriate and what mood should employees be in to deliver..."the mood"? Mood actually translates to ambiance.....the setting of an environment and the feelings that an environment generates. Ambiance is actually a powerful aspect of service delivery. Groups of personnel providing service collectively create a "Service Ambiance."

    When guests visit any hospitality venue, all their senses are potentially in play and can be turned on...or turned off. Each employee contributes to the comprehensive experience and mood of any guest, whether they are on the frontlines or behind the scenes. Guests will feel the impact of any inconsistencies along the way. Those organizations that create a consistent feeling of the desired service ambiance at every point of ...

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Hotel Business Review Guest Service / Customer Experience Mgmt

Michael Waddell
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Jerry Tarasofsky
Roberta Nedry
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Coming Up In The March Online Hotel Business Review

"Hotel Business Review offers weekly articles for hotel management and operation and discussion on emerging growth markets."
Feature Focus
Hotel Human Resources: The Biggest Challenges
The economic challenges of the past four years have led many hotel companies to re-examine the ways in which they do business and how they deploy talent. In many cases, the work did not go away and fewer people were left to carry on the tasks that had previously been shared among many. As we work our way out of the recession and look forward to a healthier economic environment, there is an understanding that despite recovering business levels, we may never see the return of former staffing levels. This "new norm" of operating with leaner teams has led Human Resources professionals and people managers to look at career development and growth opportunities in a new light. The March Hotel Business Review will take a look at some of the strategies being used by successful hotel brands, and techniques human resource directors are currently exploring.
INSIGHTS FOR INDUSTRY LEADERS BY INDUSTRY LEADERS
"The Four Habits of Highly Effective Human Resources"
By James Bermingham, Vice President, Montage Hotels
"Embassy Suites 'The Circle of Leadership"
By Darci Riesenhuber, Director of Brand Culture, Embassy Suites Hotels
"Applying Consumer Marketing Best Practices to Employee Loyalty"
By Fred Bendana, Executive Director Client Services, Maritz Loyalty & Motivation
"How Incentives are Changing to Keep Existing Staff Motivated?"
By Jim Houran, Partner, HVS Executive Search
PLUS: Mobile Technology - Attracting & Retaining Top Talent - Education - Employee Engagement - Employment Claims & Litigation - Employment Contracts - HR Management.