Tag Archives: Communication

Zermatt, Switzerland. March 1, 2024. Cozy scene in luxury hotel, Zermatt. Guests enjoying drinks in lounge, dog by woman. Staff member serves. Modern, alpine design. Luxe ski resort vibe.

Designing Guest Experience in Every Dimension – Where Operations Meet Emotion

Best and Worst Practices, , ,

Physical design, architecture, and operations define the structure of a hospitality environment. These elements shape what guests see and how spaces function. But the guest experience goes beyond what is visible. It is also shaped by behavior, leadership, training, and perception. The most effective hospitality operations understand both the physical and emotional dimensions of service and bring them together into a single, intentional experience. Why guest experience requires a dimensional appr...

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Using Hospitality as a Disguise: Are You Delivering Your Promises?

Communication and Messaging, ,

It was a dark, scary night. The wind was howling and the lights were flickering. The hotel sign promised “friendly service,” so we ventured inside hoping to find a reassuring face. Our overworked, travel-weary souls were craving a comfortable bed. We remembered an advertisement for this hotel that promised sweet dreams and a relaxing stay. The word “welcome” appeared everywhere. Unfortunately, it was all a disguise to get us in the door. Our hopes for sweet dreams turned into instant nightmares ...

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The Concierge Gave Me the Finger and I Loved It

Concierge, ,

What to my wondering eyes should appear, but a giant embedded computer screen across which the concierge and I could peer. During these times of so many technology innovations, some of which can be confusing, detached, and frustrating in hospitality environments, I was astounded by a whole new look and feel at the InterContinental Miami concierge desk. A smooth, uncluttered, streamlined desk with a gigantic computer screen embedded into the table stood before me. Chef Concierge Eduardo Rosello s...

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Service by Mail: Define the Promise and Deliver It!

Communication and Messaging, , , ,

Promises. President George Washington, whose birthday we celebrate each February, once said: “Undertake not what you cannot perform, but be careful to keep your promise.” Easy to say — much harder to do. It is even easier to write a promise in a marketing message and then leave someone else responsible for delivering it. Hotels and hospitality organizations spend thousands of dollars creating marketing materials that promise memorable experiences, attractive offers, and exceptional service. But ...

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Angry, client and woman in hotel, receptionist and upset with hospitality, displeased or unhappy. People, employee or guest at counter, customer service or luxury with stress, dissatisfy or concierge.

Insensitive Words Can Create Sensitive Guests

Communication and Messaging, ,

“Sticks and stones may break my bones, but words will never hurt me” — unless the words hurt my experience and make me mad. The first part of this classic phrase, usually taught to young children, encourages us to be tough and not easily offended by what others say. But in service environments, the wrong word — even a single word — can disrupt an entire guest experience, even when the intentions behind it are good. The language employees choose during guest interactions can influence how custome...

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business woman at the reception of a hotel checking in

Lip Service vs. Guest Service

Communication and Messaging, ,

Saturday is usually my day to recover from a busy week. Recently, I scheduled a full day to recharge at one of Fort Lauderdale’s newer full-service day spas. On the agenda: a manicure and pedicure. When I called to book my pampering experience, I was told to plan for two and a half hours. Perfect. I had a three-hour window, and my toes were already wiggling with excitement. I asked the receptionist to confirm that treatments for me and a companion would begin exactly at noon and be completed by ...

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Guest Service: DON’T CALL ME SWEETIE!

Communication and Messaging, ,

“Happy New Year, sweetie! What can I get you?” “Hey honey, let me help you with that.” “Let me put you on hold, doll, while I check on that.” Aaaaggghhh! I don’t know these people. Do they think they know me well enough to skip all formalities? Why are they using such familiar terms during our first encounter? In hospitality and service environments, the words employees choose to address guests can shape the entire interaction. While employees often intend to sound friendly, overly familiar lang...

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