Tag Archives: Guest Experience

Young asian hotel maid making the bed. Show rating of service experience, evaluate quality of service leading to reputation ranking of hotel business.

Enhancing Guest Experience: How Hotels can Collect and Use Guest Feedback

Leadership,

Hotels thrive on guest satisfaction, but understanding what guests truly think requires more than a few online reviews. A structured feedback system helps hotels refine service, address concerns, and create experiences that keep guests returning. For hotel managers, training staff to collect and act on feedback should be an essential part of daily operations. Why guest feedback is essential No hotel can improve without knowing what its guests think. Feedback helps managers identify what’s workin...

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Hoteliers gesturing to incoming guests arriving at the Soluxe Hotel in Putatan.

How Hotels Can Achieve Operational Excellence in 2025

Industry News, ,

In the fast-paced world of hospitality, operational excellence has become a critical differentiator for hotels aiming to thrive in 2025 and beyond. With rising guest expectations and tightening margins, the need for innovative strategies has never been greater. According to The Hotelier’s Guide to Operational Excellence in 2025, harnessing automation, real-time data analytics, and predictive insights is key to optimizing efficiency, boosting guest satisfaction, and increasing profitability. Back...

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A Chick-fil-a restaurant is busy during the lunch rush, serving up fresh chicken sandwiches and french fries to hungry customers. The drive-thru line is quite long.

Chick-fil-A Tops Drive-Thru Satisfaction Rankings – Again

Guest Experience News,

Chick-fil-A, a family-owned fast-food giant known for its chicken sandwiches and exceptional hospitality, has again earned top customer satisfaction honors. Their top-notch service makes Chick-fil-A an industry standard and fast-food champion year after year. In Intouch Insight's most recent Annual Drive-Thru Study, Chick-fil-A was named the leader in Food Quality and Service Satisfaction for the third consecutive year. The chain also ranked highest for Friendliness by Brand, with an impressive ...

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Avoid These 4 Mistakes to Stay on Track with Your Customer Experience Journey Map

Guest Experience News

When working to create a better customer experience journey, many companies fall short by making common mistakes that can seriously impact the results they seek. Mapping the customer experience journey can help your brand better serve your customers, but making mistakes can trip up your efforts. A customer journey map is a “visual storyline of every engagement a customer has with a service, brand, or product,” according to the Qualtrics Delighted Blog. For example, the customer experience journe...

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Close-up picture of waiter's hands wearing white gloves holding a tray with red wine, serving alcohol drinks. Catering service at special occasion, event. Hospitality industry concept.

New Year, New Opportunities: How Hospitality Leaders Can Start Strong in 2025

Guest Experience News,

As the hospitality industry enters 2025, professionals such as hoteliers, restaurant managers, concierge employees, and travel agents have a pivotal opportunity to realign their strategies. The global hospitality market is projected to reach approximately $1.063 trillion by 2028, growing at a compound annual growth rate of 10.24% between 2022 and 2028. Travelers are increasingly seeking personalized and sustainable experiences, and the beginning of the year is an ideal time to adapt to emerging ...

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Boost January Sales With These 5 Fun Promotions

Competitive Intelligence

No one wants to stop celebrating on January 2nd. There are several reasons to kick up sales while guests celebrate during the busy season. Data from the National Restaurant Association shows more than 1 in 3 restaurateurs said their business was not profitable in recent years. More than 4 in 10 say industry competition is increasing. But it seems like advertising switches over to resolutions, diet plans, and back-to-business themes everywhere we turn in the new year. It’s as if consumers are enc...

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6 Local Experiences Hotel Guests Appreciate

Guest Experience News

More than three-quarters (81 percent) of consumers surveyed say they’d like to enjoy local experiences while staying at hotels, according to “Hotels’ Digital Divide,” a report from hotel operations Platform Alice. Local food, fun, and festivities top the list of local experiences that guests seek, and many look to hotel staff and management for guidance and suggestions. “Nearly every guest seems open to a concierge-like suggestion. It might be the quickest way to please everyone, all the time,” ...

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Elevate the Experience: Hotels with Les Clefs d’Or Concierges Win Big

Concierge

When hiring a concierge for your hotel, you can count on a Les Clefs d’Or concierge to offer your hotel guests an outstanding concierge and hotel experience. Les Clefs d’Or concierges stand out in the hotel industry due to their experience, training and meeting the high standards that win them the coveted crossed golden keys pin on their lapel. “The greatest differentiator in the world of luxury travel is a Les Clefs d’Or concierge,” said Leigh Anne Dolecky, president of Les Clefs d’Or USA in a ...

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young tourist with a map discovers the city at sunset.

Detour Destination: Over-tourism is Driving Travelers to Hidden Gems

Guest Experience News, ,

Iconic destinations like Paris, Venice, and Bali have attracted millions of visitors annually. However, crowded streets, rising costs, and strained relationships with locals have started to deter travelers. This shift is even more evident as tourists increasingly look beyond the usual hotspots for quieter, more authentic experiences. Research from major travel platforms reveals that vacationers are favoring lesser-known, uncrowded locations. According to Expedia’s Unpack ’25 travel trend report,...

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Blurred woman looking at mirror in dressing room in second hand.

Upgrade the Try-On Experience in 7 Simple Steps

Best and Worst Practices,

I recently had an eye-opening shopping experience that reminded me just how critical dressing rooms shape our buying decisions. My particular story of dressing disappointment began at a discount boutique in a mall near my house. I’d picked out several pieces to try on, but as soon as I stepped into the dressing room, I started to lose my shopping mojo. First, the curtain wouldn’t close all the way, leaving a frustrating gap that made me feel exposed and uncomfortable. The attendant seemed annoye...

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