Why the Personal Touch in Hospitality Must Not be Lost

By Amber Fox National Director of Sales, Signature Worldwide | June 11, 2017

Not too long ago, I was researching for a presentation that I needed to deliver during an annual conference for a major hotel brand. The topic was networking and this brand had seen a drop in personal interactive skills of staff at all levels. People in all roles - front desk, sales, even managers and owners - were losing their ability to connect with others due to their reliance on electronic tools. Being in the world of hospitality, where a premium should be placed on service and relationships, this void was seen as critical.

During this research, I came across a study that was conducted by UCLA that I found fascinating. These researchers found that sixth-graders who went five days without even glancing at a smartphone, television or other digital screen did substantially better at reading human emotions than sixth-graders from the same school who continued to spend hours each day looking at their electronic devices.

"Many people are looking at the benefits of digital media in education, and not many are looking at the costs," said Patricia Greenfield, a distinguished professor of psychology in the UCLA College and senior author of the study. "Decreased sensitivity to emotional cues - losing the ability to understand the emotions of other people - is one of the costs. The displacement of in-person social interaction by screen interaction seems to be reducing social skills."

The psychologists studied sixth-graders in a nature and science camp. Half the study group used electronic devices and the other half did not. At the beginning and end of the study, both groups of students were evaluated for their ability to recognize other people's emotions in photos and videos. The children who had been at the camp without their electronic devices performed significantly better at reading facial emotions and other nonverbal cues to emotion, compared with the students who did not take a break from their media devices. "If you're not practicing face-to-face communication, you could be losing important social skills," said Greenfield. She said the implications of the research are that people need more face-to-face interaction, and that when people use digital media for social interaction, they're spending less time developing social skills and learning to read nonverbal cues.

How is this relevant to the hotel business and our sales efforts today? Anyone who has been in a hotel sales office quickly sees the amount of time being spent on filling out RFP's and sending emails. So what is happening to those traditional sales skills? In some respects, they are drying up. What is the impact to close ratios? Many studies have shown, the further removed the buyer is from the seller, the lower the conversion. Face to face selling to phone interaction to email to RFP or form. Each of these remove the seller one more step from the buyer.

What does this do to the psyche of the sales person? Traditionally sales people have been thought of as outgoing, excelling in communication, and truly enjoying engaging with others. We recently conducted a focus group of some of the top sales leaders in hospitality to establish some priorities for our sales training enhancements. What we heard was that sales people were losing those social skills. Most of their day was filled with completing RFP's and sending emails. It has become intimidating for them to pick of the phone and make a call. The discussion then progressed to, "Is it really necessary for them to do so anymore?" The sales role has changed so much over the years, what is the best use of their time to generate the most amount of revenue for the company?

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Coming up in February 2019...

Social Media: Getting Personal

There Social media platforms have revolutionized the hotel industry. Popular sites such as Facebook, Twitter, Pinterest, Instagram, Snapchat, YouTube and Tumblr now account for 2.3 billion active users, and this phenomenon has forever transformed how businesses interact with consumers. Given that social media allows for two-way communication between businesses and consumers, the emphasis of any marketing strategy must be to positively and personally engage the customer, and there are innumerable ways to accomplish that goal. One popular strategy is to encourage hotel guests to create their own personal content - typically videos and photos -which can be shared via their personal social media networks, reaching a sizeable audience. In addition, geo-locational tags and brand hashtags can be embedded in such posts which allow them to be found via metadata searches, substantially enlarging their scope. Influencer marketing is another prevalent social media strategy. Some hotels are paying popular social media stars and bloggers to endorse their brand on social media platforms. These kinds of endorsements generally elicit a strong response because the influencers are perceived as being trustworthy by their followers, and because an influencer's followers are likely to share similar psychographic and demographic traits. Travel review sites have also become vitally important in reputation management. Travelers consistently use social media to express pleasure or frustration about their guest experiences, so it is essential that every review be attended to personally. Assuming the responsibility to address and correct customer service concerns quickly is a way to mitigate complaints and to build brand loyalty. Plus, whether reviews are favorable or unfavorable, they are a vital source of information to managers about a hotel's operational performance.  The February Hotel Business Review will document what some hotels are doing to effectively incorporate social media strategies into their businesses.