Tag Archives: Leadership and Management

Treating Employees With Respect

Treating Employees With Respect Will Improve Your Company’s Bottom Line

Guest Experience News, ,

Research shows turnover increases and productivity sours when workers don’t feel a sense of belonging. No matter the industry, turnover is expensive – and every industry is facing high turnover right now. Between March and April of 2021, pollsters from Harris asked 1,000 hiring managers how much turnover costs their company. Get this: the average figure was $26,511. How can these companies best avoid the financial blow from employee turnover? A new report called “The 2022 Workplace Belonging Sur...

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Extended Stay America

Extended Stay America Announces $6 Billion Purchase By Two Investment Firms

Guest Experience News

Blackstone Group Inc. and Starwood Capital Group partnered to purchase the hotel chain. Announced on Monday, it's reported to be the largest hotel industry purchase since the COVID-19 shutdown in the U.S. In a 50/50 deal, the two firms are set to take over ownership of Extended Stay's 650 hotels. The chain proved value by maintaining a 30 percent occupancy rate higher than the average hotel last year. Data from STR shows the hotel occupancy rate in 2020 was 44 percent. Extended Stay America was ...

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Global Warming: A Weatherproof Strategy for Hospitality and Service Success

Guest Experience News,

There's nothing like warmth when it comes to hospitality. That blanket of welcome that surrounds a guest or customer when caring and proactive efforts create comfort and make frigid moments forgotten. As guests contemplate their seasonal choices for leisure and business travel, global warming may be an environmental concern, but it takes on new meaning in hospitality. In this case, it’s about warming the hearts of guests and customers as a strategy that works in every season. When warmth defines...

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Steer Service Through Storms from the Inside Out

Guest Experience News

As soon as our feet touched Bahamian soil outside the airport gates, our driver greeted us with the warmth and familiarity of an old friend. The first point of contact can be such a mood setter and truly steer any guest experience in the right direction, even before they set foot on their destined vessel. Setting the stage for the right guest experience is all about managing each point of contact and recognizing that every touchpoint makes a difference. Whether three seconds, three minutes or th...

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Technology Trauma May Cause Guests to Need the ER-Emotional Recovery

Best and Worst Practices, , ,

“Please press 1 if you are frustrated, press 2 if you are annoyed, and press 3 if you just want to scream.” Sound familiar? Technology is everywhere in hospitality — and when it works, it’s powerful. When it doesn’t, it can create what feels like service trauma. When technology replaces the human connection Innovations in reservations systems, kiosks, and automation are designed to improve efficiency. But what happens when those systems disconnect guests from people? In one case, a loyal guest c...

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From Last to First – How Service Turnarounds Really Happen

Leadership, ,

Imagine being in last place — 14th out of 14 — for quality, service, and cleanliness. Now imagine reaching No. 1 just five months later. That was the reality for one South Florida hotel team that refused to accept the status quo. Turning a poor ranking into a rallying point Facing poor performance despite a major renovation and prime location, leadership made a decision. The results were unacceptable. With a clear plan and focused effort, the team implemented a series of initiatives that led to ...

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Don’t Default to “No” – How to Keep Service Doors Open

Communication and Messaging, ,

“No, we don’t have that information.” “No, we can’t retrieve your data.” “No, that suite is not available.” No. No. No. With all these “no’s,” it’s easy to wonder if service is starting to shut down. When “no” becomes the easy answer “No” can feel efficient. It allows employees to move on quickly, especially when they are unsure or under pressure. But for the guest, it often feels like a door being slammed shut. And when that happens, the guest may move on as well. The missed opportunity in ever...

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When the Lights Go Out – How Service Holds Up in a Crisis

Leadership,

“Windy weather, windy weather, when the wind blows, we all come together.” Florida’s hospitality industry lived that reality during a string of hurricanes that tested preparation, response, and resilience. In moments like these, service doesn’t disappear — it evolves. When expectations suddenly change Natural disasters shift everything. Guests are no longer just travelers. They may be evacuees, families under stress, or individuals seeking basic comfort and safety. Expectations change quickly, a...

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Service Excellence Starts at the Top – And Shows Up on the Bottom Line

Insights, ,

Imagine arriving on a remote island for a long-awaited family vacation, with a new baby in tow. Expectations are high, but so are the challenges. Limited resources, untrained personnel, and early frustrations quickly suggest the experience may fall short. So expectations begin to drop. And then something unexpected happens. When service exceeds expectations At a recommended island resort, everything changed. Despite the setting and limitations, every employee — from gardeners to housekeepers to ...

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When Greatness Slips – The Risk of Taking Service for Granted

Competitive Intelligence, ,

Ever heard the expression, “a legend in his or her own mind?” What happens when great hotels and hospitality brands fall into that same trap becoming legends in their own minds, but less so in the minds of their guests? When reputation replaces reality A hotel may earn awards, build a loyal following, and establish itself as a destination. But what happens when that success leads to complacency? Riding on reputation instead of reinforcing it can slowly erode the very foundation that made the pro...

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