Tag Archives: Guest Experience

Top 10 Tour-Giving Tips From a Performing Arts Teacher

I spent nearly two decades as a performer and educator, and it taught me everything I need to know about connecting with guests during tours. Tours are a crucial part of business. It’s the moment when selling has to be handled with the utmost grace, and it has to be paced properly so guests aren’t turned off the moment they start learning more about your service or product. Presentation, delivery, and style needs to be customized for each tour, and often this has to happen on the spot, depending...

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5 Olympic-Themed Activities To Motivate Your Staff

The Olympics are here, and along with the iconic games comes a sense of excitement and unity. This summer is the perfect time to reignite the passion in your staff through competitive activities that promote teamwork, fitness, and overall well-being. Competitive sports can help develop many positive personality traits such as leadership, social skills, loyalty and time management – all characteristics that make a strong service staff. It’s time to bring back physical activity as a bonding experi...

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Discover 3 Guest Services Now Catering to Our Furry Best Friends

It seems that the hospitality industry is taking notice of a new type of client – one that walks on four legs, loves to play, and can’t wait for us to come home from work. Yes, dogs. Medical facilities, restaurants, and even airlines are reworking their operations so they can provide services for man’s best friend. If you know anyone who owns a dog, you know they’re willing to invest in their beloved pets. business analysis website MarketWatch reports that over the last 10 years American pet own...

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You Can Recover Thousands in Revenue With These Tricks

Employee burnout is depleting your potential revenue – and it’s completely avoidable. It refers to chronic physical, mental, and/or emotional exhaustion caused by too much stress in the workplace. It can be seen through feelings of exhaustion, pessimism, overreactions, or complete detachment from work. One effect that might be more obvious to you, however, is a dip in productivity and therefore a dip in revenue. Healthy and happy employees are more engaged in their work, resulting in higher prod...

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3 Service Principles for the Post-Millennial Generation

If restaurants are looking to attract a younger crowd, it makes sense to provide exactly what these types of customers want. But that can prove challenging when there’s a diverse set of needs to be met. Generation Z – commonly referred to as Gen Z – crave a few different factors when it comes to their food. Teenagers, as well as those in their early twenties, are conscious eaters. Unlike previous generations, these consumers grew up with an abundance of nutrition information at their fingertips....

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Master Mother’s Day by Revamping 9 Traditional Celebrations

There are plenty of sweet, wholesome ways to celebrate Mom on Mother’s Day. But mothers are not solely parents – they’re people, too. And they probably wouldn’t mind a bit of excitement over the usual crafting, picnic, or paint class. The meals and social activities usually associated with Mother’s day are all too familiar. It’s time for this holiday to evolve beyond brunch. If you look at it from the guest perspective, it’s easy to think outside the box. Mothers spend a good chunk of their live...

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Customer issues: Response vs. Resolution

Fast response times aren’t worth much without a speedy resolution to customer issues. Nearly two-thirds (71 percent) of business leaders surveyed say that the customer experience at their companies is “better than it was one or two years ago,” according to “The State of Customer Service Experience 2023,” a report from The Northridge Group, a management consulting group specializing in customer experience. Yet only 67 percent of consumers surveyed say that companies make it “easy or very easy” to...

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A Parisian Race Reminds Us To Celebrate the Hospitality Industry

The recent headlines surrounding France's “Course des Cafés” felt like a long overdue shoutout to some of the hardest working employees in the labor force. France takes pride in their service, despite the stereotypes of it being slow and unwelcoming – serving, in fact, is a serious profession that takes immense talent and competency. The country full-heartedly supports the industry, which was proven when thousands of spectators came out to watch enthusiastic waiters and waitresses power-walk thr...

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Services for Gesture Development

Big Opportunities Come in Little Service Gestures

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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Avoid a Lawsuit

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

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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