Tag Archives: Emotions

Happy young adult gen z confident receptionist woman standing reception desk table do welcome greeting to customer attend client talk typing registration data on computer indoor job office work place.

Empathy Training for Staff: Teach Employees to Read Between the Lines

Emotions, Perceptions, Feelings,

The guest didn’t complain. They didn’t ask for help. But something was off -- short answers, a furrowed brow, a glance toward the door. A sharp-eyed server noticed and quietly adjusted course: slower pacing, extra check-ins, and a free dessert. The mood changed. So did the review. In hospitality, service is often judged not by how well staff respond to requests, but by how well they anticipate needs that aren’t voiced. That’s where empathy comes in. Not just as a soft skill, but as a practical t...

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The magic of Walt Disney

The “Magic” You can Borrow from Walt Disney World

Emotions, Perceptions, Feelings, Guest Experience News,

Immersive theming, thrill rides, and parades all contribute to the magic of Walt Disney World in Orlando, Florida. One thing guests will likely never see? Garbage. Every year, Walt Disney World hosts an average of 58 million visitors from around the world. Of those who visit for the first time, nearly 3 in 4 will return. How does a hospitality company keep 42 miles of land with four theme parks, 25 hotels, and 200 restaurants so clean? It all starts with one man’s dream. Walt Disney wanted his t...

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Interior of a sales office for a urban residential construction project.

Lighting Enhances Guest Experience and Boosts Hotel Revenue

Emotions, Perceptions, Feelings, ,

Some of the most memorable experiences for your guests are subconscious. The emotional response of the five senses (touch, scent, sound, taste, and sight) can determine the perceived value of your hotel. Sight can be brought to the forefront of sense by focusing on lighting. In the hotel industry, the name of the game is creating memorable guest experiences to drive revenue and repeat business. How can you capitalize on an overlooked way to enhance ambiance and your guests’ comfort in this compe...

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Services for Gesture Development

Big Opportunities Come in Little Service Gestures

Emotions, Perceptions, Feelings,

Find out how taking time to make little moments can score big with guests. The time was twilight and we had a water view from our table – an almost perfect setting, but it was incomplete. We were sitting at the only table in the restaurant without a lit candle. I couldn't help but wonder: Why use the tablespace for an unlit candle? None of the servers seemed to notice, nor could we get their attention until several minutes later. We were disappointed that this little gesture was an oversight and...

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Modern examples of “Pineapple Service"

The Smallest Gestures can Make the Biggest Impressions in the Hospitality Industry

Emotions, Perceptions, Feelings, Guest Experience News,

There’s a degree of care in the most simple and mundane of gestures. Christopher Columbus and the early Americas may not be the first images that pop into your head when thinking about the guest experience. But hospitable gestures date all the way back then with what I call, “Pineapple Service.” What does fruit have to do with customer service? Everything. Back in the 16th Century, pineapples symbolized an early touchpoint of service, and the effort behind that touchpoint was exceptional service...

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Avoid a Lawsuit

Want to Avoid a Lawsuit? Customer Service is a Good Start

Emotions, Perceptions, Feelings, Guest Experience News,

In the hospitality industry, problems will happen and guests will be discontent. The wrong staff reaction can result in damage or loss. Good doctors get sued. Nice doctors don’t. This poignant statement, made by a malpractice attorney, reveals how legally dramatic the difference can be when professionals of any kind take the time to be nice. Angry guests get angrier when the flames of their emotions are fanned. Just like the good doctor/nice doctor analogy, untrained employees may unknowingly in...

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Make Your Hotel Instagramable

Communication and Messaging

Use these 5 tips, and your guests won't be able to stop snapping and sharing. One of the best ways to get free publicity: get your guests taking photos of your hotel and sharing them on Instagram. And that can really pay off if some of your guests are travel influencers with large followings. "Hotels should not only provide the best amenities but also be 'Instagram worthy' at the same time," writes Jeremy Wells, a partner at Longitude Design, a hospitality design and branding firm. "By 'Instagra...

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Using Scent as Part of Your Brand Experience

Emotions, Perceptions, Feelings

How hotels can leverage the sense of smell to create connections and encourage repeat stays. The sense of smell is powerful: think about how the scent of freshly cut grass, a whiff of a certain perfume or the aroma of baking cookies can take you back to a moment in time and unleash a cascade of memories. That's why this often-overlooked sense can be a powerful force in business—especially in hospitality. Leveraging scent can help you create a special guest experience, foster connection and inspi...

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6 Wellness Programs and Features that Guests Love

Emotions, Perceptions, Feelings

Adding a wellness program to your hotel’s marketing campaign can attract new and return bookings from health-conscious guests. Today, health and wellness are top-of-mind for hotel guests, spurred in part by the COVID pandemic and an overall trend towards implementing self-care to de-stress and stay fit and healthy into their everyday lives. Wellness vacations centered around spa days, massages and other wellness amenities offered by many luxury resorts and hotels have always appealed to luxury t...

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Social Media For Business

Using Social Media to Build Up Your Small Business

Competitive Intelligence

It can be one of the most effective ways to drive up sales, and it fits in your back pocket. Social media is a marketing tool that doesn’t have to cost you a dime and you don’t need a marketing degree to make it work. Regardless of the age of your potential audience, creating social engagement is a fantastic way to build up brand awareness and sales. Research from SproutSocial shows that consumers are nearly 58% more likely to buy from a brand they follow. One common guide for social media marke...

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