Mobile & Travel - Ready? Go!

By Teri Utley Senior Account Manager, Range Online Media | July 23, 2010

Over the last decade mobile phones have changed the way we conduct our personal and business lives. No longer just a communication tool, mobile users now need their phones as a life management tool.

The mobile community has an agenda. They no longer want to merely interact, they want to streamline their life via a tool where they can conceptualize, organize and categorize their daily life tasks. As hotel marketers we need to strategize and monetize.

Ok, enough of the words ending in 'ize'. We've all heard that 2010 is the year of mobile, but a better question would be "Is there a mobile strategy in place for your company?"

The term mobile produces many different definitions & each of the definitions below have been "tweaked" to define today's mobile consumer.

Mo-bile (adj.)

  1. Capable of moving or of being moved readily from place to place: a mobile user

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Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.