Tag Archives: hotels

Death at hotel. Paramedics wheel body away.

How to Handle the Death of a Hotel Guest

Best and Worst Practices

You’ll come across hundreds of thousands of guests during your time in hospitality, and they’ll bring all types of health issues into your hotel. Those include both physical and mental health issues, which can bleed over into the way they interact with your building(s) while they are there. Inevitably, a hotel guest will die while they are at your facility. As jarring as that event can be, it’s important that you and your staff know how to respond to quickly and appropriately keep the relevant p...

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Hotel Staff Behavior That Frustrate

5 Hotel Staff Behaviors That Frustrate and Turn Away Guests

Leadership

No matter how nice your rooms are or how many outstanding amenities and services your hotel offers, one rude, angry or indifferent staff member can ruin the guest experience for many. In fact, nearly two-thirds of survey respondents ranked “unfriendly staff” as the most frustrating part of any hotel stay, according to “Hotels at Face Value,” a report from hospitality technology platform Alice. “When booking hotels, nearly three in five (59 percent) guests who prioritize amenities care most about...

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3d rendering modern luxury hotel reception and lounge office.

Immerse Your Guests: Transform Your Lobby With the 5 Senses

Emotions, Perceptions, Feelings, , ,

When guests step into your lobby, they experience more than the decor, forming a lasting impression of your hotel. Whether it’s the comforting glow of warm lighting, the soothing background music, or the refreshing scent of citrus in the air, every sensory detail contributes to their overall experience. In an era where personalization and immersion drive guest preferences, crafting a lobby experience that engages all five senses is no longer optional. It’s the difference between being remembered...

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The Magic Castle Hotel and Club, châteauesque residence built in 1909, performance venue for the Academy of Magical Arts located at 7001 Franklin Avenue.

How the Magic Castle Hotel Turned a Popsicle Into a Guest Favorite

Competitive Intelligence, ,

The most extraordinary guest experiences can stem from the simplest ideas. The Magic Castle Hotel in Los Angeles, a modest property without the grandeur of luxury resorts, has managed to carve out a reputation as a must-visit destination. The secret? A quirky yet brilliant amenity: the Popsicle Hotline. This seemingly small touch has become a defining feature of the hotel, demonstrating how creativity and attention to guest needs can transform a stay into something unforgettable. The Magic Castl...

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Hands of hotel maid putting plumeria flower and towels on the bed in the luxury hotel room ready for tourist travel.

The Rise of ‘Quiet Luxury’ in Hospitality

Insights,

Luxury in hotels isn’t about gold trim or over-the-top extras anymore. Today, the trend is “quiet luxury”: great materials, thoughtful service, and a calm, exclusive feel. It’s more than a look. It appeals to travelers who want comfort, authenticity, and meaningful experiences – not flashy displays of wealth. Understanding the 'quiet luxury' trend A shift in consumer preferences drives the concept of quiet luxury. According to a report by Bain & Company, affluent travelers are moving away fr...

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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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How to Impress Your Hotel Guests

Guest Experience News

Making a good impression on hotel guests is crucial for the success of your business. It helps to build a positive guest experience, and those positive experiences are shared online for every potential guest to see. Hospitality researchers scoured Experian.com to review important keywords in positive and negative hotel reviews. This article will cover some of the top-mentioned keywords and how they factor into your guests’ experiences. 1. “Room” and “Clean” These are the most popularly used in h...

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10 Hotel Freebies That Make Guests Feel Like Rock Stars

Guest Experience News

We all know how it feels to dig into a free basket of soft-baked bread at our favorite food spot. Or returning to that nail salon that offers fresh juice or chilled prosecco at no extra charge. Jason’s Deli – a restaurant chain that boasts monster sandwiches and delicatessen favorites – supplies free self-serve ice cream to its customers. Yum! In the end, it’s the little (free) gestures that bring a lot of joy. Guests are dealing with high prices everywhere they turn, so it’s no surprise they’re...

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Close up of guest opening hotel room door and pressing keycard to NFC security lock system copy space.

Enhancing Revenue Through Ancillary Services

Competitive Intelligence

The hospitality industry is evolving, and relying solely on room bookings is no longer enough to ensure sustained profitability. Today’s travelers seek more than just a place to stay – they want unique experiences, convenience, and personalized offerings. Hotels can unlock new revenue streams by strategically incorporating ancillary services while enhancing guest satisfaction and loyalty. Identifying profitable ancillary services Successful ancillary services aren’t just about adding extras – th...

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