Create an Innovative Culture with Your Hotel's Guest Service Team

By Scott Hale Chief Experience Officer, Brand New Stay | April 08, 2018

What's a 'speed bump?' A speed bump is anything that stops or slows your progress. Speed bumps can be anywhere. You may have even installed a few. However, when assessing the speed bumps across your organization, and throughout your guests' and team's experience, it's important to keep an open mind.

If you don't think that your spot has any speed bumps, go ahead and ask your team what they think. Ask them what frustrates them. What they feel like is unnecessary, or confusing, or both. Find out what derails them from offering your guests an otherwise awesome experience. Let them be honest with you, and be sure to be honest with them.

You may even have some speed bumps in your way. What's stopping you from getting your team and your guests what they need to be successful?

Recruiting Speed Bumps

  • Your Referrals

Before locking-in on your team and operation, take a look at your welcome mat from an employment candidate's perspective. To attract the right talent to your open positions, you've got to take a close look at how you're attracting applicants. If you're like most employers, word-of-mouth is your number-one referral source for new applicants.

What's the biggest speed bump to a successful word-of-mouth referral campaign? The team that you're attempting to add to. If your existing team isn't over-the-moon about their employment experience with you, they won't recommend one of their qualified pals or acquaintances to join the party. The lack of current-team referrals could be a major barrier to your recruiting success, and indicative of even bigger organizational challenges.

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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.