The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

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Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Tag Archives: Guest Experience

Getting Customers Back Post-COVID

October 15, 2022Competitive IntelligenceGuest ExperienceBenjamin Manning

Consumers are back in the market, but many businesses are still struggling to get customers back in the door. Though people are out spending once again, the pandemic has drastically changed how they spend, and it’s crucial for businesses to figure out how to adapt to that. As we approach the end of the third year in the pandemic, everyone is desperate for a sense of normalcy, but there are many aspects of this post-COVID life that remain uncharted. Businesses must assess the latest information a...

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How to Appeal to Today’s Bleisure Travelers

October 14, 2022Guest Experience NewsGuest ExperienceDeb Hipp

Boost revenue by attracting business travelers who want to add leisure travel to their trip. “Bleisure travelers,” guests traveling on business who add leisure and vacation activities to their trips, are becoming increasingly common. By combining business with pleasure, these guests make what’s also called a “bizcation” out of a routine business trip, adding in at least a couple of days or longer for relaxation and exploration. “The rise of bleisure opens up the possibility of business travel gu...

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5 Ways to Meet Post-Pandemic Guest Hygiene and Cleanliness Expectations

October 12, 2022Emotions, Perceptions, FeelingsGuest ExperienceDeb Hipp

Post-pandemic “generation clean” guests expect enhanced health and cleanliness protocols. Now that COVID fears and concerns have eased and people are traveling again, hotels must meet the post-pandemic cleanliness and hygiene expectations of “generation clean” hotel guests who need to feel safe and healthy in their accommodations, according to hospitality software company Amadeus. To gain the confidence of post-pandemic travelers, hotels must prioritize hygiene and sanitization, social distancin...

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Hotel Room Seekers Must Choose Rooms Wisely

October 12, 2022Guest Experience NewsGuest ExperienceWesley Wright

Hospitality looks different than prior to the pandemic. Guests expect hotels to adapt. The experience that hotel guests have has changed in myriad ways since the onset of the pandemic more than two years ago. Hoteliers are now competing in completely different ways, and they continue to try and woo people who might otherwise choose other accommodations. In what ways should the modern traveler approach the hotel of their choice, given new concerns brought on by the pandemic and changes in stated ...

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Decreasing Your Footprint – Lessening the Environmental Impact of Your Business

October 10, 2022LeadershipGuest ExperienceBryanna Shaw

Going green can help you earn more green for the business. An increasing number of people, particularly in the younger generation, are becoming more concerned with protecting the environment and more conscientious of the way their consumer habits are affecting the planet. According to a survey conducted by Greenbiz, 63% of people polled stated that they believe the threat of climate change is “very serious,” and 46% stated that “they want to change their lifestyle ‘a great deal’ to be more envir...

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Mapping the Guest Journey

October 4, 2022Guest Experience NewsGuest ExperienceAllie Johnson

How and why mapping the guest journey can help you deliver stellar personalized service. A guest starts planning a vacation by looking at photos and browsing online. They learn about your hotel for the first time and spot the stellar reviews. Many months later, they enter your lobby and chat with your friendly front desk staff while checking in. Days later, they sit in your hotel restaurant enjoying appetizers and sipping on your signature cocktail. All of these vastly different experiences make...

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6 “Green” Practices that Appeal to Eco-Conscious Hotel Guests

October 3, 2022Emotions, Perceptions, FeelingsGuest ExperienceDeb Hipp

Adding sustainable practices and policies shows guests that your hotel management and staff care about not harming the environment. More than half of global travelers (53 percent) surveyed by Booking.com in 2021 said they want to travel with sustainability — responsible use of natural resources to help protect global ecosystems — in mind. In the United States, that number jumps even higher: 87 percent say that sustainable travel is important to them, according to a 2022 survey by The Vacationer....

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7 Ways to Make Use of Outdoor Spaces at Your Hotel

September 27, 2022Emotions, Perceptions, FeelingsGuest ExperienceAllie Johnson

Take advantage of underused outdoor space and cater to guests who prefer to spend time "al fresco" now. The pandemic jump-started a trend toward spending time and socializing outdoors, where there's plenty of ventilation, especially if there's a nice breeze. This trend doesn't seem to be going away any time soon, and many hotels are expanding into their outdoor space and taking advantage of opportunities to increase revenue. From rooftop bars to outdoor conference rooms, guests will jump at the ...

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How to Make Your Rooms and Suites Shine

September 23, 2022Guest Experience NewsGuest ExperienceAllie Johnson

Taking your guest rooms from "clean" to "sparkling clean" can pay off big in guest satisfaction. Today's hotel guests have higher expectations than ever, and room cleanliness – or their perception of it – can make or break a stay. Guests who may not have focused on cleanliness before the pandemic may now be giving their room the "white glove test" and whipping out a Clorox wipe to disinfect the remote control. "Operating standards for safety, security, and cleanliness will be subject to new, ele...

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