Tag Archives: Communication

What Employees Do and Don’t Like in a Manager

Leadership

I hear it all the time working in retail: “The manager makes the job.” In an ever-changing environment where managers get moved around and employees come and go, those who have stayed get a taste of what they like and what they don’t like in a manager, and it makes all the difference in how they feel at work. Managers should make an effort to keep those working for them happy, as happy employees will be more willing to stay and put in their best effort. Losing employees has a huge impact on the ...

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Happy Even In Crisis-Mode

Keeping Your Customer Base Happy Even In Crisis-Mode

Industry News

Sometimes, the best way to learn is through an example of what not to do. In May, Florida-based VyStar Credit Union shut down its mobile banking app for 48 hours to transition to a new platform. But 48 hours turned into a week and eventually, a week turned into a month. The app and website were down for over a month and VyStar suffered because of it. The credit union’s stock took a huge hit and was steadily declining until its banking platforms were up and running again. VyStar’s biggest downfal...

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Serious man showing booking information on smartphone to manager at hotel reception.

How Hospitality Teams Can Defuse Meltdowns Without Making a Scene

Communication and Messaging,

Do aggressive guests always shout? No. Sometimes, it’s a sigh or a gesture or a comment whispered loud enough for others to hear. And in this business, it can be inevitable. Using emotional intelligence and conflict resolution skills, you can de-escalate the situation before it gets out of hand – and noticed by other guests. Before we get into the nitty gritty, here are a few high-level tips:

5 Phrases That Can Irk Unhappy Guests (and What to Say Instead) Empathy Training for Staff: Teaching Em...

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JEMBER, EAST JAVA, INDONESIA, JUNE 09, 2018. 1-800 Contacts app in play store. close-up on the laptop screen.

What Hospitality Leaders Can Learn from 1-800 Contacts’ Gajillion Percent Promise

Communication and Messaging,

The hospitality industry thrives on exceptional guest experiences. However, few companies outside the sector exemplify guest-first service and 1-800 Contacts. Their "Gajillion Percent Promise" – a hyperbolic pledge to go above and beyond for customers – has earned them a reputation for unparalleled service. Hospitality leaders can take key lessons from their approach to enhance guest satisfaction, build loyalty, and set their properties apart. Here’s how to bring the same customer-obsessed minds...

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Happy people planning holiday trip. Family getting ready for travel vacation using laptop computer to monitor prices, pick airline, buy tickets, purchase flight, look for rentals or book hotel room.

What to Offer When Guests Say ‘Summer Travel’s Too Expensive’

Insights,

This summer, Americans are struggling with tight budgets and rising prices, which is reshaping how (and if) they travel. According to a Bankrate survey of more than 2,200 U.S. adults, only 46% plan to travel between June and August, as inflation and everyday expenses squeeze leisure budgets. Most of that group (38%) plans to travel within the country, while 15% plan to travel internationally. Some people have yet to make up their minds. Twenty-three percent say they “aren’t sure yet” about wheth...

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Man recording podcast in modern office setting with headphones, microphone, and smartphone. Professional setup for audio and video content creation. Engaging in remote communication, social media.

The Social Media Whisperer: How to Quietly Impress Influencers Without Pandering

Insights, ,

The guest didn’t tag your location, didn’t follow you on Instagram, and didn’t post a selfie in front of your mural. But they did feature your restaurant in a video that’s racking up views – and their caption says it all: “This place just gets it.” In the age of curated feeds and viral reels, many hospitality brands are chasing likes with flashy gimmicks. But the most influential social media content often doesn’t look like a sponsored shoot – it feels real. That’s why the smartest hotels and re...

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Bad Boss Killing Guest Experience

Is a Bad Boss Killing the Guest Experience?

Leadership,

In the hospitality industry, we say "a red carpet attitude begins at the top." But true leaders come in all shapes and sizes, and they aren't necessarily found at the top of the organizational chart. Leadership is about inspiring people to be their own best selves and that inspiration can be found in employees at all levels. Business success and service excellence are unmistakably linked to true leaders. But the opposite is true, too. A bad boss can kill the guest experience. True leaders can be...

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How Virtual Reality Is Changing the Way Hotels Engage Guests

Communication and Messaging, , , ,

Before ever stepping into the lobby, today’s guests can walk through their hotel room, scope out the view, and even preview the spa — all from a smartphone or VR headset. Once they arrive, augmented reality tools guide them to the pool, recommend nearby restaurants, and overlay personalized offers onto their surroundings. Virtual reality (VR) and augmented reality (AR) are no longer novelties in the hospitality industry. They’re becoming standard tools for engagement, especially for tech-savvy g...

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Planner program or task handle application. Businessman or project manager use laptop with work follow up boards on virtual interface screen. Process, workflow, due date, or task list management tool.

The Post-Stay Power Move: Following Up with Guests the Right Way

Communication and Messaging, ,

The guest is gone. The room is turned. The minibar’s restocked. But if the only thing they leave with is an automated receipt, you’ve missed a critical opportunity. Post-stay communication isn’t just a thank-you note — it’s the beginning of a relationship. In an era when guests have endless options and short memories, the most effective hotels and restaurants are extending their service beyond the stay. A thoughtful follow-up can turn a positive experience into a lasting impression — and a one-t...

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Business Travel Won’t Rebound Until 2024

Business Travel Won’t Rebound Until 2024 – Here’s How to Get Ahead of the Competition

Guest Experience News,

Plan for the business travel boom and bolster your company’s bottom line. Two years into a pandemic, no doubt the U.S. workforce is Zoomed out. But there is a shred of hope for those grounded road warriors. Recent industry reports show business travel is predicted to increase by 37 percent this year. It’s still predicted the industry won’t fully recover for another two years. That means there’s a timeline to set a strategy and curb the competition. GEM Journal’s president Roberta Nedry is a gues...

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