Are Your Employees Memorable for the Right Reasons?

By Roberta Chinsky Matuson President, Matuson Consulting | June 02, 2013

I recently stayed at a hotel where my room happened to be right next to the ice machine. I imagine there were lots of other rooms available upon my check-in since I was staying in a downtown location on a weekend. Yet the front desk person chose that particular room for me. Here's what I remember about this hotel. I remember people speaking loudly outside my room as they walked to and from the ice machine. I remember the sounds of the ice hitting the bucket as I tossed and turned. I remember thinking I will never stay here again. I also remember that no one bothered to ask me how my stay was upon my checkout. Perhaps they knew the answer, and didn't really want to hear it from me.

All you are to a departing guest is a memory. What type of memories are your staff creating for your guests?

First impressions count

I recently called the toll-free reservation line for a major hotel chain in order to make a reservation. At the end of our conversation, the customer service representative asked for my e-mail address so she could send the confirmation to me. I'm used to being asked how to spell my last name, as it's a difficult name to pronounce, never mind an easy one to spell. However, you can imagine my surprise when the receptionist said, "Can you please spell consulting? I'm not really good at spelling."

"Seriously?" I thought as I rolled my eyeballs. Had my client not asked me to stay at this hotel, I would have hung up and dialed the hotel next door. Surely there are other ways for your staff to ensure that they have the correct spelling of someone's e-mail address that doesn't involve admitting they lack basic skills. What does this say about the rest of the people who work for your organization? Do they lack the skills required to do their jobs as well?

How your front line impacts your bottom line

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Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.