Resources

Hospitality Leadership Self-Assessment

August 08 2015

Hospitality Leadership Self-Assessment

A Great Guest Experience Leader will demonstrate these behaviours and skills. It is not an exhaustive list. It's a starting point for you to assess yourself. Does this describe you? Some of the time? All of the time? Not at all? If you would like to develop your or your teams leadership capabilities and performance take a look at our Hospitality Leadership Programme and Case Studies. You...

How Emotionally Connected Are You?

August 07 2015

How Emotionally Connected Are You?

All guests demand an outstanding experience when they stay with you, so it has become business critical that you can deliver this. Guests seek experiences that connect with them emotionally, are personalised to their needs and leave them feeling valued and special. The more you achieve this, the more guests spend, return and recommend you, making your guest experience a key revenue driver. Vital to...

Experience Led Hotel Design

August 06 2015

Experience Led Hotel Design

Anne, Customer Experience Director of Sidona Group was a key note speaker at The International Hotel Design Conference in Tel Aviv. The 600 audience were designers, architects and hoteliers. Anne's presentation followed an entertaining and thought provoking session from Chip Conley, founder of Joie de Vivre boutique hotel chain in USA that focused on innovating hotel business models. Other ...

Subconscious Clues in the Guest Experience

August 05 2015

Subconscious Clues in the Guest Experience

What messages are your guests getting?As hoteliers strive to deliver the best experience that they can for their guests, I wanted to share with you some examples of subconscious messages that hotels send out to guests as these will impact the experiences of your guests. Customers notice every detail and the detail tells a story and gives subconscious clues about the quality of your organisation. Over...

Where the E side meets the C side

August 04 2015

Where the E side meets the C side

How the Employee experience at Butlins drives the Customer experience More and more businesses see the correlation between happy, inspired employees and increased profitability. Butlins, bought by Bourne Leisure in 2000, have been committed to utilising the power of the workforce to drive their huge improvement to Guest and Team Member experience and business success. They have achieved many enviable...

How Guest Emotions Impact on Revenue

August 02 2015

How Guest Emotions Impact on Revenue

This is Part 1 of a 2 part series The Guest Experience is the competitive battleground for all hoteliers. As meeting guests' emotional needs is 70% of the guest experience, it more important than ever to go to greater depths to understand how guests feel about you. What are their emotional drivers and how can you use this intelligence to anticipate their needs, identify new revenue opportunities...

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