Last year, I spent a great deal of time in different kinds of restaurants in Switzerland in order to evaluate the effectiveness of psychology training on guest satisfaction. It was a very enriching and unique experience for the participants and for myself. It is indeed unusual for academics to spend time with practitioners. I would like to share this experience because I firmly believe that it can be useful for restaurant employees and managers around the world.
Not all international business travelers can relax and watch a movie in English. They might use English for work, but relaxing and watching a movie or TV show isn’t the same. There are also millions of people who don’t speak English at all. For both, watching something on the hotel room or apartment TV isn’t obvious. They typically end up zapping endlessly, finishing their day with frustration.
Whoever thought this up in the corporate headquarters should be given a pat on the shoulder for a good attempt at solving our industry’s current woes…and then promptly taken out back to the whipping shed.
The Ritz-Carlton; Omni Hotels & Resorts; Hilton Garden Inn; Drury Hotels; Wingate by Wyndham; Microtel Inn & Suites by Wyndham; Hyatt House; and Home2 Suites by Hilton each rank highest in guest satisfaction in their respective segments.
Guestfolio, the hotel marketing platform, has announced that their first two clients with San Francisco based, hotel management software Frontdesk Anywhere have launched a new digital guest experience with Guestfolio.
Guests at lower-tier hotels are particularly appreciative when employees break away from established procedures to solve their problems.
Encouraging your team to go the extra mile and delight the guest is essential because delighted guests are much more likely to become advocates for you hotel.