Tag Archives: Guest Loyalty

Concierge Service isn’t only for Luxury Hotels

People, , ,

In his 30-plus years working in luxury guest service, Miguel Pena says the hotel concierge has always been a misunderstood role. He recalls times when hotel GMs admitted they didn’t know what a concierge actually does. To Pena, those moments have been opportunities to educate both the industry and its guests. Pena tells GEM Journal Today that affluent, well-traveled customers know how to use a concierge. Still, average travelers are often skeptical – and that skepticism has contributed to some m...

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Bay Lake, Florida, USA August 5, 2023 Walt Disney World Magic Kingdom.

How Walt Disney World Sets the Standard for Guest Experience Excellence

Emotions, Perceptions, Feelings, , ,

Disney is synonymous with exceptional guest experiences. Behind the magic is a meticulously designed strategy to ensure every visitor feels valued, heard, and delighted. How Disney does it may be proprietary. That doesn't mean hospitality leaders can't deconstruct the special sauce that makes the “House of Mouse” so magical. Disney’s approach offers invaluable lessons in guest experience, from personalized service to attention to detail. By adopting Disney-inspired practices, hotels and restaura...

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West Palm Beach, United States - November 13, 2022: Delta Air Lines Airbus A319 airplane at Palm Beach airport (PBI) in the United States.

How Delta’s Personalized Touch Turns Service Recovery into a Loyalty Win

Insights, , ,

Delta Air Lines is celebrating 100 years since its inception on March 2, 1925. The airline began as Huff Daland Dusters, the world's first aerial crop-dusting company, and has evolved into a leading global airline. Delta's "Chief People Officer," Allison Ausband, emphasized the airline's commitment to connecting people in a press release: "Connecting the world is something Delta has done for 100 years. And it’s because of our people." This sentiment reflects the culture that empowers employees l...

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JEMBER, EAST JAVA, INDONESIA, JUNE 09, 2018. 1-800 Contacts app in play store. close-up on the laptop screen.

What Hospitality Leaders Can Learn from 1-800 Contacts’ Gajillion Percent Promise

Communication and Messaging,

The hospitality industry thrives on exceptional guest experiences. However, few companies outside the sector exemplify guest-first service and 1-800 Contacts. Their "Gajillion Percent Promise" – a hyperbolic pledge to go above and beyond for customers – has earned them a reputation for unparalleled service. Hospitality leaders can take key lessons from their approach to enhance guest satisfaction, build loyalty, and set their properties apart. Here’s how to bring the same customer-obsessed minds...

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Schiphol, the Netherlands - Januari 5, 2019: Yellow lost and found counter at Amsterdam Airport Schiphol.

From Lost and Found to Loyalty Tool: The Unexpected Guest Recovery Moment

Emotions, Perceptions, Feelings, , ,

There’s nothing glamorous about a sock left behind in a hotel drawer or a forgotten phone charger tangled in the sheets. However, for a growing number of hospitality teams, the lost-and-found process is becoming more than just an operational afterthought—it’s an opportunity to surprise a guest, make a lasting impression, and win long-term loyalty. Guest recovery is often framed around complaints, such as late check-ins, noisy neighbors, and missed wake-up calls. But the return of a lost item, es...

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3d illustration spherical 360 degrees, seamless panorama of living room and kitchen interior design..

How Virtual Reality Is Changing the Way Hotels Engage Guests

Communication and Messaging, , , ,

Before ever stepping into the lobby, today’s guests can walk through their hotel room, scope out the view, and even preview the spa — all from a smartphone or VR headset. Once they arrive, augmented reality tools guide them to the pool, recommend nearby restaurants, and overlay personalized offers onto their surroundings. Virtual reality (VR) and augmented reality (AR) are no longer novelties in the hospitality industry. They’re becoming standard tools for engagement, especially for tech-savvy g...

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Smiling millennial waitress with notebook taking order from young multiracial client couple, diverse friends relax hang out in cafe or restaurant speak with staff enjoying good service and atmosphere.

What a Smile is Really Worth in Hospitality

Emotions, Perceptions, Feelings, , , ,

From mobile check-in systems to AI-driven service models, hospitality leaders often chase the next big innovation. But new research suggests one of the most powerful guest experience tools is also the oldest: a genuine smile. According to a joint study by Hampton by Hilton and Goldsmiths, University of London, guests who were greeted with a smile were 3.5 times happier during their stay and 75% more likely to return. The researchers used eye-tracking glasses and facial analysis software to monit...

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KUALA LUMPUR, MALAYSIA - DECEMBER 01, 2023: the service counter at a McDonald's restaurant. McDonald's is a global fast-food chain known for its burgers, fries, and other quick-service meals.

How Fast-Casual Restaurants Can Deliver Speed Without Sacrificing Guest Experience

Competitive Intelligence, ,

The fast-casual dining space thrives on a delicate balance: delivering meals quickly while maintaining food quality and a welcoming atmosphere. Brands like Chipotle and Pei Wei gained traction by offering fresh, customizable dishes in a streamlined setting. However, guest expectations have evolved, and service, cleanliness, and food consistency missteps have led to declines for even once-dominant chains. How can fast-casual restaurants ensure they provide speed and an experience that drives loya...

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Planner program or task handle application. Businessman or project manager use laptop with work follow up boards on virtual interface screen. Process, workflow, due date, or task list management tool.

The Post-Stay Power Move: Following Up with Guests the Right Way

Communication and Messaging, ,

The guest is gone. The room is turned. The minibar’s restocked. But if the only thing they leave with is an automated receipt, you’ve missed a critical opportunity. Post-stay communication isn’t just a thank-you note — it’s the beginning of a relationship. In an era when guests have endless options and short memories, the most effective hotels and restaurants are extending their service beyond the stay. A thoughtful follow-up can turn a positive experience into a lasting impression — and a one-t...

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Portrait of call center worker accompanied by his team. Smiling customer support operator at work

Guests Judge Your Brand Before They Ever Step Inside

Communication and Messaging, , ,

Call Disney’s reservation line and you’re likely to hear the phrase, “Have a magical day.” Hold music doesn’t drone on – it delights, playing soundtracks from the park’s nighttime spectaculars. Even during a wait, the brand is present, intentional, and unmistakably Disney. Guitar Center takes a different approach, but the impact is the same. Instead of a generic greeting, team members pick up the phone with: “What sound are you looking for today?” It’s a subtle but powerful reminder that this is...

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