Tag Archives: Guest Loyalty

What Hospitality Can Learn From Video Game Developers – MILAN, ITALY - OCTOBER 5: People visit Games Week 2018, event dedicated to video games and electronic entertainment on OCTOBER 5, 2018 in Milan.

What Hospitality Can Learn From Video Game Developers

Competitive Intelligence, , ,

Popular modern video games have mastered the art of seamlessly collecting user data in-game to inform gameplay changes that keep users engaged. It’s all based on psychology — an understanding of which benefits guest experience managers, too. Video games have shifted from being viewed solely as products to being treated as services. Consumers have come to expect games to provide rewarding interactions that include social connection, require skill, and maintain value over time. Like other service ...

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Woman smiling while holding a mobile phone for review good rating concept, hand pressing user and five star icon on visual screen for positive customer feedback.

5 Experiences That Produced Positive Google Reviews

Communication and Messaging, , ,

A few years ago, I wrote my first Google review. I’ve written five total reviews since – here’s why I was inspired to do so. The simplest way to encourage reviews is to ask for them. While working in customer service for a small retailer, I learned the importance of Google reviews for SEO and business growth, and we handed out QR codes with orders and requested reviews after every positive interaction. The reviews started flowing in, and we were discovered by tons of new customers. But the tacti...

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Anxious lady staring at smartphone screen in hotel room

Hotel Guests Aren’t as Excited About AI Concierges as Staff Members, Study Finds

Concierge, , , , ,

AI is making hotel staff members' lives easier in many regards, like handling extra towel or late check-out requests — but making guests more frustrated, according to a new study. A University of South Florida study of both industry practitioners and recent hotel guests found that 81 percent of respondents said emotional authenticity was a "critical challenge." Plus, 76 percent expressed privacy and trust concerns with voice-based interactions in public settings, in particular. “Overall, hotel w...

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customer support operator against a cloudy sky with airplane, call center service airplane

Almost 3 in 4 Consumers Would Pay for Upgraded Customer Service, Survey Finds

Guest Experience News, ,

Helpful customer service is getting harder to come by — so much so that people are willing to pay more for it. A survey done last year from the experience management platform Qualtrics XM found that 72 percent of consumers are willing to pay more for better experiences across several industries. The industry that people are most willing to pay extra for? Unsurprisingly, air travel — with 84 percent of customers willing to pay. The other top areas people would most consider paying for premium cus...

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Tyler, TX - May 17, 2019: Texas Roadhouse Chain restaurant located on Loop 323 in Tyler, TX.

What Texas Roadhouse Is Getting Right in a Shaky Casual Dining Market

Guest Experience News, , ,

The casual dining sector has faced a turbulent stretch. Red Lobster filed for bankruptcy protection in 2024 after closing multiple locations, and other national brands have reduced their footprint amid rising labor and food costs. Yet not every chain is retrenching. Texas Roadhouse reported third-quarter sales growth last November and outlined plans to expand its restaurant count this year. “While the duration of these inflationary pressures remains uncertain, we are committed to running our bus...

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Tampa, Florida USA - September 2, 2022: Grand opening of Chick-fil-A fast-food restaurant.

Former Chick-fil-A Service Insider Shares the Secret Sauce to Guest Experience

Emotions, Perceptions, Feelings, , ,

Chick-fil-A has always been clever. The cows alone proved that. But the reason people keep coming back isn’t the advertising. It’s the fact that the experience usually matches the promise. Orders are right. The operation feels controlled. The basics hold up, day after day, across locations. That consistency is the part most businesses misunderstand when they talk about guest experience, according to Scott Wozniak, a former insider who spent years studying how loyalty is actually built. Wozniak h...

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Modern physiotherapy clinic reception featuring a marble desk and wooden wall accents, offering welcoming healthcare and wellness services

Meaning Behind Design: What Goes Into a Waiting Room

Best and Worst Practices, ,

Whether in a hotel or a hospital, a waiting area serves the same basic function: offering guests a place to pause and pass the time. Yet the expectations tied to those spaces vary widely depending on the setting. A healthcare waiting room carries very different emotional weight than an airport lounge or hotel lobby, and thoughtful design reflects those differences. Interior design is rooted in how people perceive and respond to their surroundings. Elements such as color, materials, lighting, and...

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Loyalty Reward Points Program Card In Hand.

Hotel Loyalty Programs Succeed Through Simplicity

Insights, ,

I am a member of Wyndham Rewards, Choice Privileges, and many other hotel loyalty programs. Like other travelers, I’m always seeking to stretch my dollar and experience greater value. However, Wyndham and Choice go that extra mile to create great loyalty programs. Both are rated highly by guests and experts nationally. For example, U.S. News & World Report ranked Choice Privileges and Wyndham Rewards #1 and #2 respectively for 2025-2026. Wyndham Rewards, for the eight consecutive year was al...

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Angry guest discussing with managers while complaining about the bill after a hotel stay.

Hotels Rethink Tech Stacks as Service Delays Frustrate Guests

Guest Experience News, , ,

It’s not always the front desk’s fault when a check-in line stalls or a room request gets lost in the system. More often, the problem sits behind the monitor buried in the technology that runs the property. Hotels are discovering that the very systems meant to streamline operations are sometimes the ones slowing them down. A recent report from NYU’s Jonathan M. Tisch Center of Hospitality, conducted with Stayntouch and IDeaS Revenue Solutions, backs that up with data. The 2026 Hotel Technology O...

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Asian receptionist hotel front desk upselling extra room amenities to tourists. Happy guests requesting additional services and personalized experiences during check in process.

Capitalize on the Three C’s of Guest Experience

Guest Experience News,

Travelers have come to expect a certain level of care during their hotel stay, between convenient booking options, an easy check-in assisted by a friendly agent, and common amenities like a pool or fitness center. In such a competitive industry where this is the standard, how does a hotel create a lasting impression? Guest experience is all about tapping into guests’ desires, and these are often simplified as the three C’s: communication, convenience, and choice. By understanding this backbone a...

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