Tag Archives: Guest Experience

Solo Women Travelers

5 Tips for Making Your Hotel Appeal to Solo Women Travelers

Competitive Intelligence

Take these steps to help solo women travelers feel comfortable and safe at your hotel. Online searches for “female solo traveler” increased by six times during the four years prior to the COVID pandemic and are expected to return to those levels by 2022, according to a 2022 survey from Solo Female Travelers, a global community of 140,000 women who travel solo. Many female guests are business travelers. Others vacation solo to:

Enjoy freedom and flexibility (90 percent) Take a break from everyda...

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Better Guest Experience

How to Use Surveys for a Better Guest Experience

Competitive Intelligence

Simply asking questions of your guests can offer a goldmine of information and can allow you to catch and correct issues in real-time. The statistics on unhappy customers are enough to give any hotel operator bad dreams. About seven out of eight dissatisfied customers won't recommend a company to family and friends due to their issue. Almost one in five want to publicly air their grievance. Even worse, more than 90 percent of unhappy customers never complain to the company. The solution? Guest s...

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Hotel Digital Concierge

Hotel Digital Concierge Features

Concierge

These top virtual concierge features can make and keep your hotel guests happy. A digital concierge can allow a guest to use their mobile phone, tablet or laptop to ask questions, request extra towels, order room service or otherwise interact with a hotel. This makes it quick and easy for guests to get what they need, boosting guest satisfaction. Almost 70% of hoteliers rank guest satisfaction as one of their top three reasons for adopting mobile technology, according to the 2021 Hospitality Ben...

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7 Small Touches to Personalize the Guest Experience

Guest Experience News

Personalization in the hospitality industry doesn't always require high technology: sometimes it needs a human touch It's so true that it's almost come to sound trite: business is all about relationships. Technology like apps and chatbots offer important and efficient ways to personalize the guest experience. But a human touch will always be key to building and maintaining relationships. "All of us are emotionally driven to want to form relationships," Roberta Nedry, president of GEM Journal, ha...

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Returning Guests: How to Make Each Stay Better Than the Last

Emotions, Perceptions, Feelings

Guests who return again and again are "gold," so here's how to treat them like it to keep them coming back. Repeat guests are the lifeblood of a hospitality business, so it's important to nurture and build that relationship over time. But a Statista survey found that the hospitality, restaurant and travel industries together have the lowest customer retention rate of any industry surveyed at just 55 percent – almost 30 percentage points lower than the industries with the highest rates. The good ...

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Reputation Management

4 Reputation Management Tips for Better Guest Reviews

Guest Experience News

Garnering plenty of good reviews while preventing and responding to negative reviews can help your hotel’s reputation shine on travel and other review sites. Around 81 percent of travelers find online reviews important for booking a hotel, according to hospitality software company StayNtouch. In fact, 49 percent won’t even book a room at a hotel that has zero reviews, says StayNtouch. And unfortunately, when it comes to swaying potential guests’ decisions to book rooms, a bad review carries a lo...

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Service Animals and the Guests

Understanding Service Animals and the Guests They Support

People

A large portion of guests live with a disability and rely on a service animal. Is your business equipped to take care of them? There are currently around 500,000 service dogs assisting people with disabilities in the United States. There are also currently about 220,000 registered emotional support animals, an increase of over 800% from 2014. With such a dramatic surge, service dogs and emotional support animals are now an increasingly popular topic of conversation. As a business owner, it is im...

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Tech Tools in Your Bar or Restaurant

Are You Missing Out on these “Future-Proof” Tech Tools in Your Bar or Restaurant?

Competitive Intelligence

A new study shows QR codes and cryptocurrency are here to stay. Before COVID-19, QR codes were kind of a novel cute use of technology that never served a purpose. But they’re now essential to the “new normal” for many years to come. New research shows guests want even more technology in bars and restaurants. Pollsters from hospitality tech company me&u quizzed more than 2,000 people internationally. The majority of respondents say they want “smart technology,” like mobile apps for ordering a...

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Customers with Disabilities

4 Simple Ways to Ensure Your Business is Accessible to Customers with Disabilities

Competitive Intelligence

Guests with disabilities will spend more on a business that goes above the legal requirements. One in five people in the United States has a disability. As of 2015, that number reached over 50 million people, and that number continues to rise. As our population continues to age rapidly, businesses may face an increasing number of customers living with age-related disabilities, as 72% of people over the age of 80 are living with a disability. While your business may be legally compliant with the ...

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How to Deal with an Angry Customer

Communication and Messaging

Sometimes the customer isn’t always right – and it’s okay to tell them that. A customer marches up to you, probably wearing glasses too big for their face. They bought a product a year and a half ago and now it’s expired. So, naturally, they’re demanding a refund. Should you give them their money back? No! Yet when I worked in the retail industry, I would see supervisors cave into these ridiculous demands in the spirit of making a customer happy. And sure, they would leave pleased to have gotten...

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