Hier erfahren Sie, wie Sie den Kundenservice in der Hotellerie durch Innovation verbessern können.

AI tech creates conversational commerce, through chat boxes blended with human chat interaction. Through this technology the hotel is in touch with their guests before during and after their stay which create unlimited revenue opportunities and high levels potential for increased guest satisfaction.

In seeking to enhance customer service within the hospitality industry through technological innovation, one must first recognize the fundamental importance of catering to the needs and desires of each individual guest. By embracing technological advancements in this pursuit, we can create a more personalized and efficient experience for our patrons.

Incorporating Technology: is crucial for enhancing customer service to streamline processes and improve customer interactions. Fostering a Customer Service Culture: an environment where customer service is prioritized to exceptional experiences consistently. Training Staff: equips them with the skills and knowledge needed to handle customer inquiries and concerns effectively. Extending a Warmth: sets a positive tone for their interactions and makes them feel valued. Listening to Customer Feedback making necessary improvements. Offering Personalized Services: enhances the overall customer experience and fosters loyalty. Expressing Customer Appreciation: through gestures - thank-you notes or offers in build strong relationships.

Innovation in hospitality customer service involves technology integration for efficiency, personalization through data analytics, and fostering a culture of ongoing improvement. Utilizing AI chatbots and mobile apps enhances service delivery, while personalized experiences and loyalty programs boost guest satisfaction. Encouraging staff feedback and training on industry trends are crucial for success in exceeding customer expectations.

Introduce a "Customer Experience Lab" where guests can test and provide feedback on new services and technologies before they are fully implemented. Use AI-driven chatbots to offer personalized recommendations and handle routine inquiries, freeing up staff to focus on creating memorable guest experiences. Implement augmented reality (AR) to provide virtual tours and enhance in-room experiences. By continuously experimenting and integrating cutting-edge technology, you can elevate the customer service experience, making it more personalized, efficient, and engaging.

As a hospitality establishment you start by addressing individual preferences and needs i.e Understand what kind of room does each guest prefer during bookings and by so doing this will in turn increase customer satisfaction by making each guest feel more valued, understood, and appreciated. This will be a start of long term relationship with guests in terms of repeat business and good ambassadors of your hospitality establishment.

Think like a customer. Create those memorable moments, and reasons for customers to not only come back but to tell everyone about their great experience.

Understand your customers. Know their preferences, needs, and expectations. Do this through customer feedback, surveys, or even social media listening. Next, use this information to tailor your services; personalized greetings, customized room settings, or even tailored food and drink recommendations. Use a customer relationship management (CRM) system can help you track and manage customer information, making personalization easier and more effective. Train your staff. They are the face of your business, so make sure they understand the importance of personalized service and how to deliver it. 🏵️Personalization is creating value for guests. Going beyond their expectations. Providing comfort.

Understand guests' individual needs to create memorable experiences. Use data and technology to tailor recommendations, preferences, and offers. Empower staff to personalize interactions, ensuring every guest feels valued and uniquely catered to.

Utilise Data Analytics: Leverage data analytics to understand customer preferences and behaviours. This allows for personalised services such as customised room settings, preferred amenities, and tailored recommendations.

Start with "Why": Train staff to embody your mission. Focus on empathy, problem-solving, and continuous learning. Use real-life scenarios and role-playing. Encourage feedback and provide growth opportunities, ensuring they deliver exceptional, personalized service.

Agree...investment in Training the staff will also benefit the organisation Trained staff will add much more valuable to elevate guest experience

“As pessoas que você contrata para seguir instruções raramente são as pessoas que o ajudarão a criar algo inovador e substancial.” Seth Godin - treinar a equipe a ter autonomia, investir em treinamentos que estimulam o raciocínio crítico da equipe e sua criatividade. Vejo lugares que reclamam da falta de inovação, mas não criam espaços para que seus times possam se expressar ou influenciam para pensar igual sua liderança.

I can give a real example of how giving empowerment to your staff can bring inovation and better results: I worked in a Hotel that used this strategy to be able to surpass its concurrent. The Hotel Management said that people were free to give choices to the guests in order to achieve maximum satisfaction. And that showed on the results. Staff were motivated, they inovated and that reflected on the overwall satisfaction of guests and staff

Training starts with doing what you say rather than saying what you do. Teams need their to leaders work beside them not than from the office - popping in and out - taking a snapshot approach to what is good or not so good and making any decision from there isn't good enough. Today's guest wants to be taken care of, for that to happen successfully time after time the team needs to feel taken care of. Success rolls down hill. You can train all you want, yet if it is only words and not shown by the action of the leaders it will be short lived if implemented at all. Your staff are the face of your establishment - they emulate the behaviour the see in their leaders. Lead from the front and you will always have well taken care of guests.

Feedback serve as a dynamic mechanism for hospitality businesses to maintain a pulse on guest satisfaction and drive continuous improvement in customer service. By systematically collecting, analyzing, and acting upon guest feedback, businesses can identify areas of strength and areas needing improvement with precision. This approach not only enables businesses to address immediate concerns but also to anticipate evolving guest preferences and industry trends. Moreover, feedback empower businesses to prioritize actions based on the severity and frequency of feedback, optimizing resource allocation for maximum impact. This fosters a culture of responsiveness and continuous improvement throughout the organization.

Feed back loops start with the leader. Table touches during service will give you far more accurate feedback than surveys, social media, online reviews etc. They will also allow the leader to ask questions to have a full understanding of the situation rather than a snap shot of the moment. The questions may also include asking the guest how they would like the interaction to be different - what would take it from good to great and even spectacular? Remember feedback isn't just to solve things gone wrong. Feedback will also help you excel, if you ask and you listen.

🌱Sustainability is not just a trend, it's a necessity. Understand what sustainability means in your context. Is it reducing waste, conserving energy, sourcing locally, or even promoting social responsibility. Once you've defined it, make it a part of your mission. Next, incorporate sustainable practices into your services. Offer eco-friendly amenities, implementing a recycling program. Every little bit counts. 💡Communicate to your customers about your sustainable practices -then walk the talk. Partner with other sustainable businesses or organizations & provide more value to your customers. Sustainability is good for the environment & business. It improves brand image, attracts eco-conscious customers & saves you money.

Enhance customer service in hospitality by embracing sustainable innovation. Today's guests value eco-friendly practices, so reduce waste, conserve energy, and source locally. Imagine the impact of rooms powered by renewable energy, water-saving fixtures, and locally sourced amenities. Guests will appreciate your commitment to the environment, aligning your brand with their values. Sustainable practices not only protect the planet but also streamline operations and boost your reputation. Make sustainability your signature, turning responsible choices into unparalleled guest satisfaction and loyalty.

Surprising guests with unexpected moments doesn’t have to be over the top or take a lot of effort. Your team has to have awareness of what’s going on around them. Remember, many of them are growing up looking at technology and not up. Then give them empowerment tools to provide space to solve and serve. If your team is not armed with empowerment and clarity on when to escalate they can feel they don’t have room to step in and offer that unexpected delight. They also need solutions that don’t cost, like empathy, listening, bringing positive perspective and understanding of using solutions that cost at appropriate times. Teach them and don’t expect they’ll know the boundaries - the team can create memorable moments when they are empowered.

Exceder las expectativas del huésped es una obligación para generar interés y trabajar en el subconsciente. Elabora un Journey Map Service y revisa todos los momentos de interacción con los huéspedes, para garantizar que cada uno de los empleados este realizando y cumpliendo bien sus tareas, estandariza y codifica cada momento y así tendrás una identidad definida en el servicio. Esto permitirá calidad en el servicio, FIDELIDAD y un pronto regreso. Preocúpate por saber y conocer a tu huésped, que le gusta, que prefiere, a dónde va, sus prioridades, etc. Sé rápido, eficiente, cortés, discreto y seguro en lo que haces. Nunca pero nunca, ofrezcas algo que no puedas cumplir. Y recuerda, "DA UN PASO MAS POR ALGUIEN QUE HA DADO MILES POR TI".

Understand your customers' needs and expectations. What do they value? What kind of experiences are they looking for? Next, use this information to design unique experiences. Themed events, personalized services, or even immersive environments. The key is to create experiences that are memorable and align with your brand. Your staff play a crucial role in delivering these experiences. Ensure they are well-trained, motivated, and understand the importance of their role. Measure the success of your experiences through customer feedback, online reviews, or even social media mentions. Use it to improve and innovate. 💡Experience design is about consistently delivering memorable experiences that exceed your customers' expectations.

Train and remind employees that they are in hospitality. That means to be hospitable. Too many lose that basic concept. For example: Show guests that they are not only welcome, but that you were anticipating their arrival therefore you anticipated their needs. Go a step further than having the crib put in the room. Ask if they will need childcare or a refrigerator to meet the child dietary needs. You’ve not only gave great customer service, you have added $ 😊

"Muitos lembram desta personalização nos momentos de alegria, mas é nos momentos frágeis que nossa presença pode ser ainda mais significativa! Os hóspedes muitas vezes estão em tratamento de saúde, completamente sensíveis, momentos desafiadores, invasivos e dolorosos, e é aí que o cuidado personalizado se revela crucial! Transformar essa jornada em algo único e especial não apenas eleva a experiência do hóspede, mas forças para continuar, a sensação que está no próprio lar, mesmo estando longe! Quando dedica-se tempo para compreender suas necessidades individuais e oferecer um serviço que transcende expectativas, não estamos apenas proporcionando conforto, mas criando memórias que perduram. Isso faz toda a diferença."

Make certain your measuring the right metric. If your measuring an internal metric and hitting all your targets but your customers are not happy with support then your measuring the wrong thing. Also, do not overlook the story and details behind the numbers. Sometimes those can be even more important than the numbers.

Identify what makes your perspective unique. Is it your approach to problem-solving? Your understanding of customer needs? Or perhaps your ability to foresee trends? This uniqueness is your power Next, weave this perspective into your customer service strategy. Could be in the form of innovative service offerings, unique customer interactions, or even in the way you handle complaints. Consistency is key here. Partnering with other businesses or even customers can bring in fresh ideas and perspectives. This can lead to innovative solutions that you might not have thought of alone. 💡A unique perspective is about adding value . Your unique perspective should be on solving a problem or meeting a need in a way that no one else is.

Give your guests the ultimate gaming experience with a fully equipped station featuring an Xbox or PlayStation. Consider setting up a gaming lounge in a public area, or create a dedicated gaming room with an in-room console, controllers, and a comfortable gaming chair.

Treat people the way you want to be treated, has always been my motto in the workplace. Whether it is with a colleague, guest, or client. Embody kindness and take care in your words, body language and actions when serving or assisting others, as this is the key to creating lasting healthy relationships. How you make someone feel always determines whether or not they return.

¿Qué es lo más importante, para trabajar en hoteles? Para mi, es la actitud. Una actitud de estrellita brillante. Totalmente orientada al servicio. Iniciar tu día con una gran sonrisa y ser capaz de mantenerla a pesar de la carga de trabajo, problemas personales, solicitudes de último minuto, etc, etc, etc. Tu actitud positiva, es lo que marcará la diferencia y permitirá que tus huéspedes y clientes, tengan una excelente experiencia. Porque...¿Quién se puede resistir a una sonrisa de oreja a oreja?