GUEST EXPERIENCE Flashcards
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Describe guest experience when Check-in to check-out
What we deliver at check-in and throughout the stay in terms of guest experience. We need to elevate, and continue to improve our brand experience, at a great value.
Why is it important elevate Brand experience?
Competition,& People are looking for, great experience at great value. You have the opportunity to make them happy or be a dark spot on an otherwise great experience.
How do you want guest to remember you?
We want people to say after staying at our hotels, that they feel like they are staying in an upscale brand, or upper midscale brand, and that is what we are excited about, perception of the place or brand has nothing much to do if the experience is produced.you want them to remember you in a way that your product and service resonate with them, that you created extraordinary experience from the stand point of technology innovations and loyalty making sure that there will be a steady stream of customers coming thru your doors in the future.
What’s your ultimate Goal in creating experience?
If you look at four season, ritz Carlton and some of the other hotels they create experience beyond value of the money,: this is not a customer base you can capture by giving perks such as discounts and free meals: the perception of this luxury is beyond the monetary strategy of your business. That we create a premium life style experience at an affordable rate, regardless of your brand and location.
How should you loook at your business Model?
We have a lots of ideas and opportunities, But we also have lots of (BLR)restrictions, Boundry lines, and limitations.You need to look at you loyalty programs like airlines looking at their cabin capacity. You have a cabin full of customers, that is contained and It’s like a holy grail, you have direct access to them, There is an economic model. If you give them what they want, value and appreciate you take advantage of it. But you must have the technical capabilities, and continue to implement retention strategies to maximise guest satisfaction, so that they continue to stay with you.
How do you ensure your competitiveness in the market?
Always maintain a Fresh approach to market participation & differentiation!For instance: The Ascott is now in the main stream, they own that space in the service residences. But there’s a lot of other little Brand‚ nipping at their heals too. everyone else is coming on board. We need to work on fresh approach, to each of these segment so that guest can differentiate us from Accor, Novotel, Wyndham etc,
What”s guest experience?
In the creation and capturing value; what you offer customers in terms of experience take a dominant place, direct relationships and loyalty are in the foreground. you need to double down on making sure your product and services resonate with customers, bridge gaps adding value to your customers: comfort of guests, better price, experience and value. Points essentially worth cash. Access to digital tools; such as …You need to give what people value and indispensable for them to make a decision.
What are we excited about as hoteliers & why is it important to deliver great experience?
not just because of competition..We are excited abt What we deliver at check-in and throughout the stay in terms of guest experience. -We need to elevate, and continue to improve our brand experience, at a great value.Elevating brand experience is necessary. Because People are looking for, great experience at great value. You have the opportunity to make them happy or be a dark spot on an otherwise great experience. We want people to say after staying at our hotels, that they feel like they are staying in an upscale brand, or upper midscale brand. Perception of the place has nothing much to do if the experience is produced.At the end, we need to make sure from check-in to check-out,we create a premium life style experience at an affordable rate, regardless of the brand and location.
How should we look at loyalty programs and retuning guests?
We have a lots of ideas and, But we also have lots of (BLR) restrictions, Boundry lines, and limitations.You need to look at Loyalty Program model like airlines looking at their cabin capacity. You have a base that is contained and It’s like a holy grail, you have direct access to them, There is an economic model. You need to, have the technical capabilities, and continue to implement retention strategy to maximise guest satisfaction, and responsiveness to clients, so that they continue to stay with you.
Why is it important to have a Fresh approach to differentiation
Fresh approach to differentiationFor instance; The dusit is now in the main stream,we own that space in the hospitality. But there‚is a lot of other other Brand‚ nipping at their heals too. everyone else is coming on board. We need to work on fresh approach, to each of these segment so that guest can differentiate us from Accor, Novotel, Wyndham etcimagine ascot has clearly understood the balance between work life and leisure life; the secret to success is they differentiated the difference and approached guest with different products.
Hospitality
This is a field in which you will have to learn some of those intangible things, the experience you are providing, the smiles you are providing etc
