HospitalityNet

1 day ago | hospitalitynet.org | Shep Hyken

I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something you’ve never had in stock? Some customers might still be angry that you do not have what they want. And even if they aren’t, whether the item is out of stock or you just don’t carry it, that doesn’t mean you can’t make the customer happy.

1 week ago | hospitalitynet.org | Shep Hyken

The other day, I was talking to a friend about famous movie lines. He said one of his favorite movies was The Sixth Sense starring Bruce Willis, and his favorite line came from 9-year-old Cole, played by Haley Joel Osment, who said, I see dead people. I responded, That’s funny. I quote dead people. He looked at me strangely. He laughed. We’re both speakers, and we often use motivational quotes to emphasize our points. I told him the story of a client who felt one of my quotes was outdated.

1 week ago | hospitalitynet.org | Nick Reid

Today the guest journey largely occurs online, from research, inquiry, booking, and even the check-in and check-out experience can occur digitally. With so much happening digitally, hotels need to maximize their customer channels as much as possible. One of the most powerful channels for hotels to invest in is guest feedback, both online guest reviews, and additional feedback collection mechanisms.

1 week ago | hospitalitynet.org | Tom Brown

What does it mean to be truly guest-centric? For decades or longer, the hospitality industry has talked about guest experience as a top priority. But when you look under the hood of many of the systems and metrics that hoteliers rely on, the focus is on rooms and reservations. It’s impossible to be truly guest-focused if you measure success by this narrow means, rather than a more rounded approach with guests at the core. However, this philosophy is finally changing.

1 week ago | hospitalitynet.org | Adam Mogelonsky |Larry Mogelonsky

There are two problems I have with the term ‘plant-based’. For one, the evidence I read from longevity research, biohacking resources and centenarian studies continues to reaffirm the anthropological and evolutionary evidence that humans are ‘opportunistic omnivores’ wherein over the long-term we need a balance of high-quality foods from both kingdoms – plants and animals.