Bryan Clagett’s Post

Every traveling parent knows that sinking feeling. You’ve checked out of your hotel and are on your way home, but not everything made it out of the room.    Many brands can nail the customer experience when everything is going right, but the special ones nail it when things go wrong.    My daughter left her watch at a Hilton property we stayed at earlier this year. Lost cause, right? Wrong. We called the hotel, and Pam from Hilton not only found the watch but shipped it out immediately, reuniting my daughter with her item within days.    In moments like those, you can tell which brands empower their teams to make decisions and solve problems for customers right in the moment. Rather than alluding to procedure and policy or challenges out of the customer’s control, Pam from Hilton took a genuine interest in solving the problem at hand and did just that.    Situations like these build brand loyalty. Brands like Hilton know their customers want problems solved quickly and effectively. They train their teams to provide this level of service at scale, and approach problems by prioritizing their customer’s needs first.    Pam at Hilton took care of us, and my family and I now joke: “What would Pam do?” She turned a negative situation into a positive and made me a loyal Hilton customer in the process.   Do you have a brand that went above and beyond to solve your problem? Share your story in the comments below.   #CustomerContact #Hilton #HiltonForTheStay #BrandLoyalty #CustomerExperience #CustomerService 

The customer is always right has been a motto of hotel keeping and other business for generations. But what about the customer who may have a point but who is obscenely rude to your team member? All mottos are out the door when a guest abuses a team member un necessarily! We used to accept such bouts of rudeness regularly in my career and soak up all that negativity! Our team members deserve support in such situations. I recently had to remind a guest that rudeness and intolerable bad language were not acceptable. The guest protested vehemently. The question was whether to accept the bona fides of the guest, or to trust the character of my team member. Having listened to my team member, I chose to defend her to the guest. I may have lost a return customer, but the sense of team felt by my team member was strong. They later sent me a note of appreciation. “Thanks for having my back” was a notable quote. It seems that the old adage was in need of an update … #crm #hospitality #hotelcrm #hr #customerbehaviour #teamwork #hotels

I recently inspected a hotel to determine if it Would be suitable for lodging some expatriates. During my visit, I encountered a concerning sight: walls with green mucus and even grass growing by the AC unit. WHY INSPECTIONS MATTER IN HOSPITALITY INDUSTRY: - Safety First: Ensuring all areas are safe for guests and staff. - Guest Experience: A well-maintained property enhances the overall guest experience. - Brand Reputation: Keeping up with maintenance helps maintain a positive brand image. - Customer Loyalty: Regular inspections and maintenance encourage guests to return. This incident serves as a reminder of the importance of steady facility inspections. It's not just about the big things but also the small details that make a significant difference in providing exceptional service and ensuring guest satisfaction. #Hospitality #HotelInspection #GuestExperience #MaintenanceMatters #CustomerService

Reflecting on a recent incident at our hotel, it's disappointing when clear communication and agreements are disregarded, leading to unnecessary disruptions and challenges. Our reservations team diligently informed a guest of all exceptions, policies, and necessary information, to which the guest agreed. However, upon arrival, the guest created a disturbance by continuously requesting a service that we do not offer, despite it being clearly communicated as an exception. This resulted in considerable efforts from our team to address the situation and ensure the guest's satisfaction, including offering discounts and additional services on a busy day, resulting in revenue loss. This incident serves as a poignant reminder of how small assumptions can escalate into significant challenges. Despite our efforts to communicate effectively, assumptions led to misunderstandings, disrupting both operations and guest experience. Moving forward, we remain committed to transparent communication and proactive problem-solving, ensuring a smoother and more enjoyable experience for all our guests. #Hospitality #GuestExperience #Communication #ServiceExcellence #Assumptions

Elevating Hospitality: The Power of Orca's Call Handling Services Effective communication is essential in hospitality, and orca call handling services offer a streamlined solution for hotels and restaurants. Prompt and Personalized Service Trained representatives ensure prompt and personalised assistance for guests, enhancing satisfaction and loyalty. 24/7 Availability Orca provides round-the-clock availability, allowing guests to reach live agents anytime, even during off-peak hours. Managing Peak Periods Efficiently handling increased call volumes during busy times prevents delays and frustration for guests. Brand Reputation Consistent and high-quality service over the phone enhances brand reputation and fosters guest loyalty. Streamlined Operations Outsourcing call handling tasks to Orca frees up internal resources, allowing staff to focus on delivering exceptional onsite service. Orca's call handling services optimize guest experiences and streamline operations for hospitality businesses, contributing to their success. For more information or to book in a call please DM or email me on [email protected] #Hospitality #GuestExperience #CallAnswering #CustomerService #HospitalityIndustry #Communication #GuestSatisfaction 

This is why you should never underestimate the power of dedication, hard work, good performance, and strive for excellence… Because these values are the foundation of success Especially in the hospitality industry! 🛎️ As a passionate hospitality leader I have learned over the years The importance of providing an exceptional service And creating the best customer experience as possible. However… It takes 𝐝𝐞𝐝𝐢𝐜𝐚𝐭𝐢𝐨𝐧, 𝐡𝐚𝐫𝐝 𝐰𝐨𝐫𝐤 and 𝐜𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭 𝐭𝐨 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 To fully succeed in this field. Every day, I come to work Ready to give the best of me to my customers As well as make a positive impact on my colleagues. And I do this by: ↳ Paying attention to the smallest details 🔍 ↳ Going above and beyond to exceed expectations 💭 ↳ Continuously striving to improve my skills and knowledge 📚 But dedication and hard work alone are just not enough… To truly excel in the hospitality industry It is essential to focus on: 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 and 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞! This means: → Anticipating our customers' needs 👀 → Delivering personalized service 🪡 → Consistently exceeding expectations time after time 🤩 Because, when we put our hearts into our work And we genuinely care for our customers The results always speak for themselves! #hospitality #customerservice #serviceexcellence #customerexperience

🌟 5 Situations Where Guest Care is a Priority Putting the guest first for us doesn't mean making empty promises; it's not just about saying the right things to gain goodwill and visibility. We are true advocates of the #CustomerExperience, delving deeply into the analysis of a standard #stay to identify the key moments where our full attention to the guest and their needs is most crucial. Here’s a list; what do you think? 🛎️ Arrival: Welcoming guests upon arrival is a crucial moment that can significantly influence their perception of the entire stay. It's essential to be cordial, professional, proactive, ready to provide information, recommendations, thanks, and smiles. 💳 Payment: At this stage, it's important to adopt a professional and discreet approach, avoid discussing sensitive payment details if other guests are in line at the reception, courteously answer any questions, and offer assistance in case of discrepancies or requests for clarification. 👂 Complaint Handling: Managing a complaint requires empathy, delicacy, and listening skills. Bureaucratic aspects should take a backseat, and there should be a genuine willingness to resolve the issue. 🚨 Emergency: In emergencies, such as an injury or a safety-threatening event, it's crucial to remain calm and ensure clear communication of instructions to everyone involved. 👋 Departure: Like arrival, the moment of departure is a great opportunity to leave a good impression and ensure the overall experience was satisfactory. It's a good time to request suggestions and feedback and thank guests sincerely, even in case of negative feedback. Always ensure that the guest feels appreciated and welcome to return in the future. 🔑 #CustomerFirst #CustomerCentric #OspiteSoddisfatto #HotelService #GuestRelation #GSO #outsourcing #toomuch #hotelmanagement #hospitality

🌟 The Four Core Values That Drive Success in Hospitality 🌟 In the hospitality industry, delivering exceptional service means embodying values that build trust, satisfaction, and create unforgettable guest experiences. Here are the four core values that guide us: 1- Customer Service 🧳 The guest always comes first. Providing excellent service means listening, anticipating needs, and going above and beyond to ensure every guest feels welcomed and valued. 2- Flexibility 🔄 Adaptability is key. Whether managing last-minute requests or handling unexpected challenges, being flexible ensures we meet guests' needs and provide tailored solutions. 3- Professionalism 🎯 Maintaining high standards in every interaction builds trust and confidence. From communication to operations, professionalism ensures guests feel they’re in capable hands. 4- Safety 🛡️ Safety is a top priority. By ensuring secure environments through health protocols and security measures, we create peace of mind for both guests and staff. By prioritizing these values—Customer Service, Flexibility, Professionalism, and Safety—we can create positive, lasting impressions and long-term relationships with our guests. ✨ #Hospitality #CustomerService #Professionalism #Flexibility #Safety #CoreValue

The Problem with Marriott Bonvoy’s Loyalty Program Marriott Bonvoy’s decision to deny points and benefits for bookings made through third-party sites like Booking.com or Expedia is baffling. This short-sighted policy is alienating loyal customers who consistently choose Marriott amidst countless other options. True loyalty should be celebrated, not penalized. Marriott, you risk losing your most dedicated customers with this approach. It’s time to value loyalty in all its forms and rethink this policy. Marriott Bonvoy #CustomerExperience #LoyaltyPrograms #MarriottBonvoy #Hospitality #CustomerRetention

𝐇𝐨𝐰 𝐄𝐦𝐩𝐚𝐭𝐡𝐲 𝐜𝐚𝐧 𝐟𝐨𝐫𝐠𝐞 𝐥𝐚𝐬𝐭𝐢𝐧𝐠 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬 𝐚𝐧𝐝 𝐡𝐞𝐥𝐩 𝐬𝐡𝐚𝐩𝐢𝐧𝐠 𝐠𝐮𝐞𝐬𝐭𝐬 𝐥𝐨𝐲𝐚𝐥𝐭𝐲.  In the hospitality industry, we often talk about creating unforgettable experiences. But what truly leaves a lasting impression?  It’s not just the luxurious rooms or the gourmet meals. 👉🏽 Empathy is a powerful tool in emotional marketing, and it is commonly used in all sorts of advertising. But once guests have booked their services, what turns the experience around is the ✨ human connection: by understanding and addressing the emotional needs, we can create deep, lasting connections that go beyond traditional customer service.  𝐂𝐫𝐞𝐚𝐭𝐢𝐧𝐠 𝐋𝐢𝐟𝐞𝐥𝐨𝐧𝐠 𝐌𝐞𝐦𝐨𝐫𝐢𝐞𝐬 𝐰𝐢𝐭𝐡 𝐇𝐮𝐦𝐚𝐧 𝐕𝐚𝐥𝐮𝐞 Just before Christmas, a family of four arrived at our mountain resort, only to find their luggage lost in transit. Our front office agent, recognising the stress and disappointment on their faces, went above and beyond to retrieve their bags. They spent hours on the phone with the airline, tracked the baggage, and even provided the family with essential items to tide them over. The bags were located and delivered just in time for Christmas morning. 👉🏽 We could argue that the agent simply did the job, but there is more to it. She cared and this way of behaving with extreme empathy towards the guests did more than solve a problem — it turned a potential holiday disaster into a story the family would never forget. At Aethos there are lots of stories like this one. Beyond the wonderful destination and exceptional services we aim to offer, it's these unique human experiences that guests share with friends and family, spreading positive word-of-mouth and building loyalty.  If you liked this story, comment below with your own experience! #Aethos #Hospitality #CustomerExperience #GuestRelations #Empathy