Guest Experience

How to Respond When Guest Problems Arise

Customers understand that mistakes happen, but they expect companies to actively work to resolve problems. In fact, research from Medallia shows that when consumers believe they have put in more effort than a company to resolve an issue, they are twice as likely to tell someone about the bad experience and four times more likely to stop purchasing from the company.

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Providing a Positive Experience Across the Entire Guest Journey

Twenty percent of hotel guests say their customer experience expectations are higher than they were two years ago. So, what’s changed between now and then? Greater demand for quality, consistent service organization-wide. Memorable experiences should be delivered from start to finish, end-to-end.

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The Modern Luxury Consumer

By Alison Gough Luxury consumer desires are shifting. As experience overtakes possession, and time becomes more valuable, services that offer personal enrichment will hold appeal. Here are three key desires of the modern luxury consumer and how to win them over: 1. Increased return on time Attitudes towards holidays and getaways are changing as the…

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Q&A: Donald Crossley, Concierge of the Hyatt Centric The Loop Chicago

Donald Crossley, Concierge of the Hyatt Centric The Loop Chicago can tell you are story or two after 26 years in the luxury hotel business. From helping an NBA player propose to his beloved during the Chicago Bulls championship run or falling into a recycle bin while getting a newspaper for a guest, he’s done…

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Hotels Foray into Fashion

Hotels usually leave the contents of the suitcase to the guest, but increasingly, they’re having more and more to say about what those contents look like when the guest checks out. They’re seducing guests with their own designs. They’re helping get garments made-to-measure. And they’re shepherding guests in and out of the city’s most chic…

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The Hotel Pre-Opening in a Remote Location

By Vaibhav Garg Peace and silence come with a price tag. Travelers choose to come to remote resorts paying high prices for the peace, harmony, and tranquility they get after a busy city life. Having said this, the making of a resort in a remote location is a challenge and even more so in running…

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A Muse of Luxury Hospitality, Signature – “Wow” Stories

Creating signature guest experience moments requires a certain ingenuity, and in the current competitive market, hoteliers are called upon to choreograph their resources and services in a way that personalizes novelty, engages their guests, and establishes a deep connection to their brand. This is done through Extraordinary Personally Scripted Hospitality Stories. Narratives are powerful in…

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Going Beyond Expectations

By Christian Scholtka There are two reasons for working in hospitality: host and guest. My primary principle has been to engage in love, kindness and compassion that will trigger endless guest satisfaction and have a very positive effect on EBIT. 1. Guest-Focused Hosts My hosts receive my primary care. I work and communicate with them…

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Luxury Surfaces Can Make for a Slippery Business

By: David B. Willis, Member Eckert Seamans Cherin & Mellott, LLC – Boston Most of us have experienced that “wow” factor when we enter a luxury hotel or resort lobby and see what seems likes miles of marble, tile or granite surfaces. Organic-looking, gorgeous and durable, stone surfaces are de rigueur for most any luxury…

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Ritz, from the Era of Innovation to a Return to Classicism

By Laurent Delporte Closed to the public in 2012 and following nearly 4 years of renovation estimated at 400 million euros, the Ritz has once again opened its doors to guests, though at what is proving to be a difficult moment for Parisian hotels. The government-sanctioned state of emergency in Paris, along with security messages…

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