Here's how you can improve customer service in the hospitality industry through innovation.
In the hospitality industry, exceptional customer service is the cornerstone of success. It's the warm welcome that greets you, the seamless check-in process, and the personalized attention that makes a stay memorable. Innovation in hospitality management isn't just about the latest technology; it's about using new ideas to enhance the guest experience. By embracing innovation, you can elevate your service to new heights, ensuring guests leave with a smile and the intention to return.
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Sean Wiggins CRME CHIA CHA DirectorDirector of Franchise Operations Multi-Brand | Franchise Operations, Revenue Management, Quality Assurance, Hotel…
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Javed shaikhTop Voice 🥇| Global award winning food and beverage specialist | Ex Andaz Delhi | DLF | Marriott
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Reena Patil KhotExpertise in Hotel Operations & Administration, Training & People Management, Guest experience Journey.
Incorporating technology into your hospitality management strategy can revolutionize how you interact with guests. Think mobile check-in and check-out, apps that allow guests to control room features, and AI-driven chatbots for instant customer service. These innovations not only streamline operations but also cater to the modern guest's desire for convenience and autonomy. By providing tech-savvy solutions, you can meet and exceed the expectations of a digital world, ensuring your service is as efficient as it is welcoming.
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Sean Wiggins CRME CHIA CHA Director
Director of Franchise Operations Multi-Brand | Franchise Operations, Revenue Management, Quality Assurance, Hotel Development
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.
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Harsh vardhan Bhati
Senior Manager F&b at The Park Hotels
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.
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Sridhar Penugonda
Hospitality Educator & Administrator, Wild life & Food Photographer & Environmentalist
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.
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Mohammad Imran Humayun Khan
Head of Sales & Marketing at Ocean Paradise Hotel & Resort
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.
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D. Gargi🎖️
LinkedIn Top Voice🎖️Storyteller| Research and Analytics
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.
Personalization is a game-changer in hospitality. Utilize data analytics to understand guest preferences and tailor experiences accordingly. Imagine a room that adjusts its temperature based on a guest's previous stays or a restaurant that remembers dietary restrictions. By showing that you know and value your guests, you create a connection that fosters loyalty. Personalized touches demonstrate attentiveness and care, which can significantly enhance the overall customer service experience.
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Philemon Kipchirchir
A passionate hotelier and a HR enthusiast.
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.
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Tianna Clements
Tournant Venue Manager at Australian Venue Co.
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.
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Charity Wahome
Spa Operations Professional | Driving Growth & Service Excellence in the Spa Hospitality Industry | Optimizing Spa Management & Retail Sales for Success | Building High-Performing Teams | ITEC-Certified.
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.
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Javed shaikh
Top Voice 🥇| Global award winning food and beverage specialist | Ex Andaz Delhi | DLF | Marriott
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.
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Grace L.
Author | Experience-Driven | Emergenetics | NLP | ICP-ACC | ACLP
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.
Your staff are the face of your establishment, and their interactions with guests can make or break the service experience. Invest in comprehensive training programs that emphasize empathy, problem-solving, and adaptability. Encourage your team to think creatively when addressing guest needs and to use innovative solutions to provide stellar service. Well-trained staff who are confident in their ability to innovate within their roles will be more engaged and better equipped to elevate the guest experience.
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Javed shaikh
Top Voice 🥇| Global award winning food and beverage specialist | Ex Andaz Delhi | DLF | Marriott
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.
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Reena Patil Khot
Expertise in Hotel Operations & Administration, Training & People Management, Guest experience Journey.
Agree...investment in Training the staff will also benefit the organisation Trained staff will add much more valuable to elevate guest experience
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Silas Grecco
Capacitação e Facilitação em Hospitalidade e Experiência do Cliente | 🤲🏼 Falo sobre #hospitalidade para uma cultura + #humana nas empresas | +15 anos de experiência com atendimento de alto padrão
“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.
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Maura Furtado
Instrutora/professora de cursos técnicos na área de Turismo e Hotelaria no Senac RJ
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
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Stephanie Miller-Vincent
Transforming service professionals from good to GREAT and even SPECTACULAR. Because good is just the beginning when you're willing to go the EXTRA MILE.
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.
Continuous improvement in customer service is vital, and this is where a robust feedback loop comes in. Implement systems to gather real-time feedback from guests through digital surveys or interactive platforms. Analyze this data to identify service gaps and innovate ways to address them. By actively listening to your guests and making improvements based on their input, you show a commitment to excellence that resonates with customers and drives service quality.
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Suneet Mehrotra
Associate Vice President - North & East | Strong Leadership | Multi - Property Operations | Business Development | Financial Oversight
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.
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Stephanie Miller-Vincent
Transforming service professionals from good to GREAT and even SPECTACULAR. Because good is just the beginning when you're willing to go the EXTRA MILE.
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 increasingly important to guests, and incorporating eco-friendly practices can enhance your service reputation. Innovate by reducing waste, conserving energy, and sourcing locally. Guests will appreciate the effort to operate responsibly and may choose your establishment for aligning with their values. Sustainable innovation not only benefits the environment but can also lead to operational efficiencies and a stronger brand image.
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Charity Wahome
Spa Operations Professional | Driving Growth & Service Excellence in the Spa Hospitality Industry | Optimizing Spa Management & Retail Sales for Success | Building High-Performing Teams | ITEC-Certified.
🌱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.
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Are Morch
🤖 IBM Applied AI Pro helping hotels 🏨 boost direct bookings with innovative digital transformations & AI solutions, avoiding OTA clashes 💡 Your go-to Digital Transformation & AI coach 💥 Hotel consultant 🚀
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.
Finally, think beyond traditional services to design unique experiences that surprise and delight guests. This might involve creating themed events, offering exclusive tours, or partnering with local artists for live performances. By designing memorable experiences, you provide added value that goes beyond a comfortable room or a tasty meal. Innovative experiences can become a hallmark of your service, setting you apart in a competitive industry.
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Rebecca Baxter
Leader | Operational Excellence | Project Manager | Customer-Centric | Vendor Relations | Solution Provider | Efficiency Builder | Technology Strategy to Power Teams | Founder & Creative Leader of Bee Inspired Solutions
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.
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Julio Rafael Natera Palmar
Dirección, Comercialización y Ventas
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".
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Charity Wahome
Spa Operations Professional | Driving Growth & Service Excellence in the Spa Hospitality Industry | Optimizing Spa Management & Retail Sales for Success | Building High-Performing Teams | ITEC-Certified.
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.
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Joyce T.
Passionate Hospitality Professional | Lead Revenue Driver | GM of Limited Service Properties | Director of Hotel Sales
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 $ 😊
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Anna Claudia Fernandes
Diretora de Vendas/ Revenue Manager & Distribuição / Pricing
"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."
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Scott Heddinger
Support Team Manager@ the #1 Hospitality-Specific Finance & Accounting SaaS
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.
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Charity Wahome
Spa Operations Professional | Driving Growth & Service Excellence in the Spa Hospitality Industry | Optimizing Spa Management & Retail Sales for Success | Building High-Performing Teams | ITEC-Certified.
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.
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Aashish Sahrawat
Enthusiastic Hospitality IT Marketing Maven | B2B Marketing | Digital Marketing | Performance Marketing
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.
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Dora Tarte'
Licensed Translator & Interpreter
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.
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Andrea Angeles
Administradora Hotelera
¿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?
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