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Garreau ValentineRobert GuillaumeMBA 2A
What factors are changing guest service expectations ?
SERVICE CHANGENowadays, guest service expectations changed and they used different channels in order to choose a hotel.
Be creative about the ways you create and deliver guest services.
New ways of travelling by- Smartphones, Android- Tablets- Apps (ex LoungeUp)
SERVICE CHANGENew ways of extra sales...
- Customise your concierge service
- Order direclty a room service
- Ask directly for special housekeeping service
- Book a special restaurant
- Book Spa treatments
SERVICE CHANGE
- Have customer surveys online
- Interact directly with customer
- Be able to solve cutsomer’s problem before departure
- By messaging system or email
- Enhance quality of service and improve hotel’s image
Instantaneously feedbacks...
SERVICE CHANGEInteraction with customers through social medias...
- Providing social network through Facebook, Twitter, Google+ etc.
- Exchange and share your experience
- Interact with customers. Faster communication
- Improve your social media by incentivising sharing (ex new offer or promotions)
- Increase your hotel’s presence on social medias
WHAT FUTURE FOR HOTEL SERVICES ?
You can answer faster and quicker to your guest’s expectations and needs.
Customer feels unique thanks to the high customization and Customer Relationship Management.
- Strong database and easy use- Enhance guest satisfactions- Unique and personalized relationship- Increase visibility (by social medias)- Easier and faster travelling booking and check-in