lundi 20 décembre 2010
dimanche 12 décembre 2010
The new rules of handling customer complaints
Nowadays old advice like: The customer is always right, come back strongly in the hospitality industry.
According to the Inc. Magazine the following eight expert tips are the best way to deal with unsatisfied customers:
1. Ditch the formalities and break the rules.
2. Don't give customers too much choice.
3. Monitor your reputation online. All the time.
4. Shut up and listen.
5. Collect lots and lots of customer feedback.
6. Sit tight and be nice.
7. Don't fear using your QSA budget.
8. Focus on learning from the feedback.
The most important point is that even if employees always need to apply the company credo to answer any problem, the best way to handle customer complaints is to offer them a personalized service.
Be innovative and analyze customers' feedback respecting the company rules will help the hotel to make customers happy, look after customers loyality and make the business better.
According to the Inc. Magazine the following eight expert tips are the best way to deal with unsatisfied customers:
1. Ditch the formalities and break the rules.
2. Don't give customers too much choice.
3. Monitor your reputation online. All the time.
4. Shut up and listen.
5. Collect lots and lots of customer feedback.
6. Sit tight and be nice.
7. Don't fear using your QSA budget.
8. Focus on learning from the feedback.
The most important point is that even if employees always need to apply the company credo to answer any problem, the best way to handle customer complaints is to offer them a personalized service.
Be innovative and analyze customers' feedback respecting the company rules will help the hotel to make customers happy, look after customers loyality and make the business better.
mercredi 8 décembre 2010
mardi 7 décembre 2010
Skills to improve toward Guest Relations Manager position
Of course at this time of my career, I have some lack concerning the skills I need to perform my futur Guest Relations Manager position. But as I already work in this department, I know what was my assets and my weak points.
To be a good Guest Relations Manager I need to improve:
- Conflict Management
- Team Management
I need to improve those skills but the two ways to acquire it is, thanks to training or by the gain of experience. I personally think that I can learn those skills but the real way to improve it is by the experience because we are talking about human factors and each management situation will need to be handle in different way. To me the improvement of those skills is the gain of experience.
To be a good Guest Relations Manager I need to improve:
- Conflict Management
- Team Management
I need to improve those skills but the two ways to acquire it is, thanks to training or by the gain of experience. I personally think that I can learn those skills but the real way to improve it is by the experience because we are talking about human factors and each management situation will need to be handle in different way. To me the improvement of those skills is the gain of experience.
dimanche 5 décembre 2010
How hotels are using Facebook
Known as one of the most famous social network, Facebook should be considered in the hospitality industry as an amazing tool of communication for their existing customers.
Like said in the article at this time hotels tends to use social media more like sales channel and forgot to stay focus on the engagement created by this website.
Loic Le Meur, founder and CEO of Seesmic, a software company that makes one of the most popular Facebook social software application, agree in the sens that the audience interacting on this space is waiting for a real interaction with the hotel.
Facebook has a great impact for hotels, like the Hotel de Crillon for example which can catch it audience and customer thanks to the promotion of their brand, promote special offer and keep in touch with their followers. It can take some time to be and stay present on Facebook but it is an amazing way to create customer loyalty and engagement.
Like said in the article at this time hotels tends to use social media more like sales channel and forgot to stay focus on the engagement created by this website.
Loic Le Meur, founder and CEO of Seesmic, a software company that makes one of the most popular Facebook social software application, agree in the sens that the audience interacting on this space is waiting for a real interaction with the hotel.
Facebook has a great impact for hotels, like the Hotel de Crillon for example which can catch it audience and customer thanks to the promotion of their brand, promote special offer and keep in touch with their followers. It can take some time to be and stay present on Facebook but it is an amazing way to create customer loyalty and engagement.
mercredi 1 décembre 2010
mardi 30 novembre 2010
Job description to reach my goals
I have a pretty good idea of the way I want to construct my career....
In a fisrt time I would like to integrate the Guest Relations department of a 5* hotel and then become the Guest Relations Manager of this same department to earn experience in team management.
But on the long range I would like to become the General Manager of a Small Luxury Hotel in a foreign country. This is dream I want to come true and I will do everything I can to reach those goals bringing me to life everyday.
Mission
The guest relation supervisor manage the contact the guest but also the back office. He/she must answer to the guest's expectation, his request and anticipate his need:
•Manage this VIPS and the regular guest
•Manage the confidentiality of the guest.
•Manage the unsatisfaction
•Manage the mission of the front office
•Create a following of the guest information
•To be the ambassador of the hotel
Thsi is the first step to build my career and I know I have the desire, skills and potential to become a good Guest Relations Manager.
In a fisrt time I would like to integrate the Guest Relations department of a 5* hotel and then become the Guest Relations Manager of this same department to earn experience in team management.
But on the long range I would like to become the General Manager of a Small Luxury Hotel in a foreign country. This is dream I want to come true and I will do everything I can to reach those goals bringing me to life everyday.
Skills:
•Get one year experience in hospitality
•skills in mathematique and informatique
•To Be organised
•To be able to work on stress and short deadlines
•To be able to solve problems
•To be calm
•Tp be a good listener
•to be a trust person
•Knowledge on the pack office
•Speak english
•Get one year experience in hospitality
•skills in mathematique and informatique
•To Be organised
•To be able to work on stress and short deadlines
•To be able to solve problems
•To be calm
•Tp be a good listener
•to be a trust person
•Knowledge on the pack office
•Speak english
Mission
The guest relation supervisor manage the contact the guest but also the back office. He/she must answer to the guest's expectation, his request and anticipate his need:
•Manage this VIPS and the regular guest
•Manage the confidentiality of the guest.
•Manage the unsatisfaction
•Manage the mission of the front office
•Create a following of the guest information
•To be the ambassador of the hotel
Thsi is the first step to build my career and I know I have the desire, skills and potential to become a good Guest Relations Manager.
dimanche 28 novembre 2010
11 customer loyalty trends for 2011
Nowadays in the hospitality industry one of the most important aspect is the customer loyalty!!!
Even if the main question is: How to create loyalty and engagement between the hotel and the guest? For years, loyalty have been about figures, statistics and price which result not very conclusive.
Hopefully as we can see in the following article, the new customer loyalty trends for 2011 is much more based on the emotional side of customers. Hospitality members tend to forgot sometimes that customers are not only subjects guided by marketing.
To me the key of customer loyalty success is to stay focus on the human side using all the amazing technological tools in our possession.
http://www.hotelmarketing.com/index.php/content/article/11_customer_loyalty_trends_for_2011/
Even if the main question is: How to create loyalty and engagement between the hotel and the guest? For years, loyalty have been about figures, statistics and price which result not very conclusive.
Hopefully as we can see in the following article, the new customer loyalty trends for 2011 is much more based on the emotional side of customers. Hospitality members tend to forgot sometimes that customers are not only subjects guided by marketing.
To me the key of customer loyalty success is to stay focus on the human side using all the amazing technological tools in our possession.
http://www.hotelmarketing.com/index.php/content/article/11_customer_loyalty_trends_for_2011/
Welcome on board ;-)
Thank you for your visist and be most welcome on my Digital Marketing for Hospitality blog.
You will be able to find here all the most important and interesting information about the new trends of Hospitality.
I hope you will enjoy the time spend together and feel free to participate on my writings.
You will be able to find here all the most important and interesting information about the new trends of Hospitality.
I hope you will enjoy the time spend together and feel free to participate on my writings.
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