Tag Archives: Guest Experience

Smiling receptionist behind counter in hotel giving key card to senior guest.

Want to Retain Your Customer Service Stars? Start Here

Insights,

The people behind your front desk aren't just smiling faces. They’re skilled professionals with talents that transfer easily across industries. In a job market where service-oriented roles are in demand across the board, your strongest customer service employees have options. Hotels that don’t invest in their frontline workers risk losing them to other sectors. Retail, fitness, or healthcare jobs may offer better hours, less stress, or more competitive pay. To keep the kind of talent that turns ...

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User gives rating to service experience on online application, Customer review satisfaction feedback survey concept, Customer can evaluate quality of service leading to reputation ranking of business.

The Power of Promises: 5 Rules for Building Brand Trust

Leadership, , ,

A compelling promise can set your business apart. When a company makes a bold commitment and consistently delivers – meeting expectations and often exceeding them – it builds trust. Some brands have mastered this art:

1-800 Contacts: With their "Gajillion Percent Promise," this virtual one-stop contact retailer boasts an unwavering dedication to satisfaction. Dealing with their customer service team is a dream. Steak 'n Shake: The original slogan, "In Sight, It Must Be Right," showcased transpa...

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Contactless Services: Redefining Guest Interactions

Guest Experience News,

The way guests interact with hotels is evolving, and contactless services are central to this transformation. Once considered a luxury, technologies like mobile check-ins, digital keys, and automated concierge services quickly become industry standards. As guests demand convenience, speed, and safety, hospitality leaders must embrace these innovations to stay competitive. But how do these changes impact the guest experience and, ultimately, guest satisfaction? The rise of mobile check-ins Guests...

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Waiter from a luxury restaurant carrying delicious dishes for two businesswomen on a business lunch.

Dining, Design, and Dream Living: How Top Brands are Expanding into the Lifestyle Business

Guest Experience News, ,

Guests always crave more, and established brands are stepping up to deliver. Restaurateurs and fashion houses are now creating spaces where you can do more than dine or shop – immerse yourself in your favorite brand's world. Renowned restaurants are expanding into hotels and residential spaces. This trend is transforming how guests experience not just food but a full lifestyle that seamlessly integrates dining, shopping, and entertainment. Restaurant Cipriani is leading the charge in Miami’s Bri...

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Woman, beach and sunset with yoga, balasana and stretching for health, fitness and mindfulness on holiday. Girl, workout and zen meditation for peace, mindset and nature with chakra balance by ocean.

Catering to the Wellness Traveler: Strategies for 2025

Emotions, Perceptions, Feelings,

U.S. travelers spent roughly $258 billion on wellness trips last year. It’s a trend hoteliers and hospitality leadership would be foolish to overlook. The trend shows no sign of slowing down in 2025. It also has a wide-ranging demographic of travelers. A recently released report from the Global Wellness Summit called the “Future of Wellness Tourism 2025” shows Baby Boomers may have kickstarted modern wellness travel, but Millennials are amplifying it. Wellness travelers now want more than tradit...

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Young attractive business woman with phone in hand.

Press 1 for Frustration: Fixing the Call Center Guest Experience Before It Costs You Business

Communication and Messaging,

Every hospitality leader knows the guest experience doesn’t begin when a customer walks through the door – it starts when they try to reach you. Yet, hotels and restaurants often frustrate their most engaged customers before they even set foot inside. Call center automation, designed to streamline operations, is increasingly becoming a roadblock that pushes potential guests away. A guest calling to modify a reservation, ask about amenities or confirm a booking shouldn’t have to fight through a r...

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Lit up candle at an outdoor table of a restaurant in winter, cosy atmosphere, selective focus, bokeh. Wintertime, cozy ambiance, selective focus, bokeh, candlelit dining at an outside restaurant table.

Restaurant Ambiance Can Make or Break Guest Experience – Here’s How to Keep Guests Coming Back

Emotions, Perceptions, Feelings, ,

A great restaurant experience is about more than just food. Every detail, from lighting and decor to music and seating arrangements, contributes to the ambiance that defines a restaurant’s brand. A well-designed atmosphere doesn’t just complement the menu; it enhances the overall guest experience, making diners more likely to return. Creating a distinct and inviting ambiance requires careful planning and thoughtful execution. Whether you run a fine dining establishment, a casual bistro, or a tre...

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Female traveler passenger walking with a yellow suitcase at the modern Airport Terminal, Back view of woman on her way to flight boarding gate, Ready for travel or vacation journey.

Booking.com’s 2025 Travel Predictions: Key Insights for Hospitality Leaders

Best and Worst Practices,

Booking.com's recent "Travel Predictions 2025" report highlights significant shifts in traveler behavior and preferences. For hospitality leaders, these insights are crucial for adapting services and strategies to meet emerging demands. Below, we delve into the key findings and offer actionable steps for industry professionals. Redefining traveler identities The report indicates travelers are moving beyond traditional demographics, embracing fluid identities that transcend age and gender norms. ...

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Portrait of Butler or Waiter in Dark Formal Suit and White Gloves Elegantly Holding Silver Serving Tray. Copy Space for Service Industry and Elite Hospitality.

The $4.9 Trillion Lesson: Key Strategies for Hospitality Success in 2025

Guest Experience News

The global hospitality industry's record $4.9 trillion revenue in 2024 underscores the significance of adapting to modern trends such as technological innovation, sustainability, and strategic property conversions. These trends are not just industry buzzwords but pivotal factors reshaping the competitive landscape and redefining guest expectations. Here's what hospitality leaders and guest experience managers should do in 2025 to build on this momentum. 1. Embrace advanced technology to enhance ...

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Happy couple taking selfie in front of Duomo cathedral in Milan, Lombardia - Two tourists having fun on romantic summer vacation in Italy - Holidays and traveling lifestyle concept

This Year’s Travel Trends Point to Meaningful Human Connection

Insights,

As vacations continue their post-pandemic metamorphosis, a new poll reveals that the central theme uniting travelers in 2025 is a desire for community, inclusivity, and meaningful human connection.  Booking.com’s 2025 Travel Predictions polled over 27,700 respondents across 33 countries and territories. The results share a common thread: Travelers want experiences that bring them closer to others and cater to their emotional needs.  The vacation priority shift from social media photo ops to real...

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