Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan. Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments.

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Your Hotel SHOULD Sweat the Little Things

Steve DiGioia

A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. Management attention to detail hotel sweat the little things

Trending Sources

What to do when ripped off by a hotel

Helen Dewdney

If you came here from my appearance on Rip Off Britain talking about how to complain to hotels. The key things regarding hotels here are: You are entitled to services to be carried out with reasonable skill and care. Complain even if hotel not in UK! Complaining holidays complaints hotel complaints Rip off BritainHere’s some advice and useful links. Complain at the time.

Outrageous! Hotels keep on charging!

Beyond Philosophy

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. hotels are expected to add on $2.55 What hotel charge has irked you the most?

The Importance of Customer Experience Culture in Hotel & Travel Industry

LiveChat

And do I understand that she’s not running a hotel? The post The Importance of Customer Experience Culture in Hotel & Travel Industry appeared first on LiveChat. As you probably know, I’m nuts about customer service and great customer experience.

Hotel Reputation Management: 9 Best Practices and Tactics

ReviewTrackers

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today.

Courtyard By Marriott Earns Top Customer Experience Ratings for Hotels

Experience Matters

Courtyard By Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a […]. We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The Elms Hotel – Customer Experience Review

ijgolding

Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. Customer Journeys Customer retention and loyalty CX Reviews People accessible experiences customer experience customer experience reviews emotional experience functional Luxury Family Hotels The Elms Hotel and Spa The Ickworth Hotel

Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

Avaya

So, how can hotels stay ahead? As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level.

Marriott and Sheraton Lead Hotels in Customer Experience

Experience Matters

Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. Best Western (-5) was the only hotel to see a decrease in its ratings between 2014 and 2015.

CX Q&A with Raul Leal, CEO, Virgin Hotel Group

Forrester

And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses? At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. Indeed, one of the things that impresses me about the first Virgin Hotel in Chicago, is how reasonably priced the rooms are!

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

ijgolding

I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. Let me start with the W Hotel in Leicester Square. There is no denying that the hotel is very different.

Online Reviews Help Independent Hotels

ReviewTrackers

This week: A new study finds that reviews are helping independent hotels drive revenue. Hotel brand names do not mean as much to guests as they once did.

How a Small Hotel and Hostel Answering Service Can Improve Business

Magellan Solutions

The problem is that hotel and hostel owners sacrifice a profit margin whenever middlemen are involved for bookings and reservations. Outsourcing small hotel and hostel answering service can do away with third party agents and travel agents.

Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing! Truly memorable customer experience is not transaction; it is great interaction.

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Dear Food Delivery Company, You Should Assume Customers Ordering From a Hotel Will Need a Fork.

Myra Golden

The sun set my “sleep clock,” as my mother would say, and I just wanted to have food delivered to my hotel room and then retreat to my bed. A food delivery service left a postcard in my hotel room. The note said, “Quick delivery to XYZ Hotel.”

What Can The Hotel Industry Learn From Homelands B&B?

Maz Iqbal

Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?". Case Studies Customer Experience Customer Insight (inc VoC) Customer Loyalty Customer Service Digital / Ecommerce Hall of Fame customer advocacy customer experience customer loyalty customer service CX lessons for hotels Homelands Bed & Breakfast lagniappe

How to complain when booking a service based in the EU

Helen Dewdney

A friend booked a hotel through Booking.com but hit a problem when the site didn’t accept the credit card. Told to go direct to the hotel (based in Germany) to pay he was horrified to find that he had been charged a 7% credit card fee! The hotel paid up the fee.

It’s 2015. Do you know where your customers are?

Customer Enthusiast

Consider the following Twitter exchange I had earlier this month with @IHGCare , the InterContinental Hotels Group ’s Twitter response team: This is a good example of Richard’s observation above that “consumers expect a response in the same channel of communication.”

How to provide great customer service (when things go wrong)

Helen Dewdney

and I attended a spa day last October at a Macdonad hotel in Bath. Before we went into one treatment we said that we would write to the manager of the hotel to complain about the issue but that we would also mention that the spa team were extremely good and helpful.

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

ijgolding

Radisson Blu Hotel, Sandton. Da Vinci Hotel, Sandton. The Meikles Hotel in Harare took on that responsibility for him. I consoled myself with the thought that in thirty minutes we would be in our hotel, enjoying a beer and something to eat at the end of a very long day.

Customer Service Mindset: Key Link in the Chain not Life in Chains | #custserv

Kate Nasser

Customer Service Hot Topics and New Bits inspiration IT airline compassion Help Desk hotel inspire Mindset morale people skills success technical professionals technical support trust Ultimate Customer ServiceCustomer Service Mindset: Be a key link in the chain of success.

‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!

ijgolding

One example is the email I received from NH Hotels this year – it has been a while since I stayed in one, but in my opinion, their email was good and welcome. NH Hotels demonstrated how to get it RIGHT and create a good impression with the customer.

Nuance is never obvious

Customer Enthusiast

Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives of Hotel Doormen by Noam Scheiber. Contrast this performance with the subtlety and nuance displayed by Gary Sykes, the hotel doorman profiled in the article.

Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels

Experience Matters

Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […]. We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The Greatest Show on Earth is Still a Memory Maker

Steve DiGioia

We stayed in one of the main suites of the Grand Floridian Hotel and the Disney team never failed to amaze. Customer Service Disney Grand Floridian Hotel Ringling Bros. how create the memorable experience that your customer will hold dear and carry for years to come.

How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)

Maz Iqbal

Specifically: It created a shared service initiative to serve groups of hotels by region. It redefined roles & responsibilities of hotel employees. Clearly to support-boost the share price and at the same time to energize the hotel employees. So the hotel managers acted on the one measure that they felt they could make an impact on: customer satisfaction levels. They acted on the hotel receptionists. So what did the hotel management do? The Challenge.

Risks of Changing to a New Business Model: Resort Case-Study - Frank Reactions

Tema Frank

Blog Customer Service / Customer Experience Process Strategies business model business strategy Catalonia hotel Mexico resort sales tactics timeshare travelYou know that sinking feeling you get when your best friend starts dating someone unsuitable? You want to try and talk them out of it, but you know they won’t listen.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

Apart from both beginning with the letter ‘S’, they are both towns in England that have at least one Premier Inn hotel. One of the largest hotel chains in the UK, Premier Inn usually have at least one establishment in most towns and cities – they are a well-known feature on these shores.

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Podcast: Inside the Four Seasons Approach to Five-Star Service

Bain

Hotels didn’t always give out free toiletries. It wasn’t until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit.

Now THAT’S Customer Service! - Frank Reactions

Tema Frank

Blog Book: PeopleShock Canada Customer Service / Customer Experience Strategies Trust #cx #cxo customer service hotels travelMy husband and I have been taking a long, rambling route to get from Edmonton, Alberta, to the World Domination Summit in Portland. Along the way we’ve seen many disconnnects and “connects” when it comes to customer service. Read more … Continue Reading → The post Now THAT’S Customer Service! appeared first on Frank Reactions.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? So like a good customer you mention this to your salesperson or hotel front desk agent, expecting a quick resolution to your seemingly reasonable request.

Guest Blog: “We Hate ‘dat Letter”

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. On a recent business Roadshow, I inadvertently left a brand new PowerPoint clicker in a hotel room but didn’t realize it until I returned home several weeks later. When I called the hotel in New Zealand they confirmed that it was turned in the day I left. Don’t stay at a hotel that puts things in writing?

Great Customer Experience Requires More Than Just a Script and a Score

MaritzCX

It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out. View Article

Sometimes Customers Don’t Know the Right Questions to Ask

ShepHyken

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room.

Is your CX program Efficient? CXEvolution: An Infographic

MaritzCX

I was checking in to my hotel near London Heathrow airport and I heard someone calling my name. Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the world can be. It turned out to be my wife’s cousin Jenny, View Article

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!”

CXEvolution: Implement CX Measurements While There is Still Time

MaritzCX

My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Does your CX program deliver timely feedback to the people who are empowered to take action? Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article

Put History to Work for Customer Delight

Wired and Dangerous

A guest of the Ritz-Carlton Hotel in Naples was attending a two-day conference. After a nice dinner in the hotel restaurant, the waiter asked if they would like anything else. A year later the man was in the same hotel for a meeting without his children.

3 Ways Your Employees Are Killing Your Customer Experience

Myra Golden

I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. It takes 10 hotel stays to earn a free hotel night. Trying to get my deserved hotel rewards, I called hotels.com.