How to engage guests in a personalised, authentic way

Hotel marketing professionals recognize that today’s consumers are increasingly looking for genuine and  authentic interactions with those they do business with. That is why smart companies from all service industries recognize that we have entered the era of “hyper-personalization.”

There is also evidence that the hotel industry is starting to adapt to these personalization-seeking consumers, perhaps being nudged forward by hotel inspection companies. Now most seem to have added a criteria along the lines of “Overall, did you feel welcomed upon arrival?”

Many hotel companies focus on the mechanics, such as the scripting and communications techniques. Yet we can have a service provider say all of the right things but still come across as being impersonal. So the question then becomes, “What can we do to help our team provide personalized, authentic guest service experiences?” Read more

By: Doug Kennedy (President of the Kennedy Training Network, Inc.)

The above is an extract of the original article available at: ehotelier


About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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