Nikolai Kronborg’s Post

Customer Story – Excellence Hotels 👌 Excellence Hotels faced operational challenges as guest expectations for seamless digital experiences grew. Long lines at the reception to check-in and check-out were affecting guest satisfaction, while the staff struggled to manage the flow of guests efficiently. Stella Lam, COO of Excellence Hotels, remarked: "We were looking for a solution to solve a challenge from a crucial operations point of view, with our guests being able to check in and out online to avoid standing in queues and save time for our reception staff. AeroGuest offered exactly what we needed." 📲 Read our Customer Stories: https://lnkd.in/d2zPpxZD

Customer Story – Excellence Hotels 👌 Excellence Hotels faced operational challenges as guest expectations for seamless digital experiences grew. Long lines at the reception to check-in and check-out were affecting guest satisfaction, while the staff struggled to manage the flow of guests efficiently. Stella Lam, COO of Excellence Hotels, remarked: "We were looking for a solution to solve a challenge from a crucial operations point of view, with our guests being able to check in and out online to avoid standing in queues and save time for our reception staff. AeroGuest offered exactly what we needed." 📲 Read our Customer Stories: https://lnkd.in/dyGg_Tmv

Beyond traditional surveys:  Reshaping guest experience in hospitality What if hotels could anticipate their guests’ needs before they were even expressed? At Excellence 24/7, we're making that a reality through innovative QR code survey systems. Here’s the impact we’ve seen: 50% improvement in staff response times 45% increase in guest satisfaction scores 30% fewer negative online reviews Our system allows guests to share feedback instantly, and our staff acts quickly—solving issues before check-out. It’s not just about collecting data, it’s about creating meaningful, personalized guest experiences. Transform your guest experience from reactive to proactive. Ready to anticipate your guests’ needs? Let’s talk.

In the fast-paced world of leisure and hospitality, where guest satisfaction is paramount, every aspect of the customer experience matters. Enter smart lockers – a game-changing solution that is revolutionising the way establishments manage guest belongings, while simultaneously enhancing convenience, security, and overall guest satisfaction. Read more about smart lockers for the leisure and hospitality industry here 👉 https://zurl.co/WryJ #SmartLockers #DigitalTransformation #HospitalityIndustry #LeisureIndustry #StorageSolutions

One Button Changes Everything for Hotels 🚀 As we transform the guest experience with our single QR code, we're always looking for ways to offer more value to both guests and hotels. Previously, my team and I spent countless hours guessing what hotels might need and what guests might want. Now, we simply ask our hotels: 1. What do you wish you could do but aren't doing now? 2. What are the key questions guests ask? 3. What are your main priorities? These conversations led us to develop Action Buttons – a feature where hotels can place their most important actions. Initially, we had just one button leading to a URL. After a great chat with Sarah Bacic and Bess Simpson from Novotel Sydney Darling Square, we realised the need for more flexibility, adding two more buttons, including one for a phone number and two URLs. It's been incredible to see how hotels are using this feature. Some prioritise in-room dining, others direct guests to sign up for loyalty programs like ALL - Accor Live Limitless, and some guide guests to book experiences on Big Red Group. It's amazing how a simple button can be so impactful, enabling hotels to achieve results that were previously impossible. I can’t wait to see how hotels will continue to drive our evolution. Interested in transforming your guest experience? Reach out at [email protected] #Innovation #Hospitality #GuestExperience #FreeGuides #HotelTech #CustomerFeedback #ActionButtons #sydney #Accor

providing exceptional customer service, it is essential to prioritize quality, maintain a positive attitude, offer attentive care, provide ongoing training, take a comprehensive approach, and address issues proactively. Quality ensures that the service or product meets customer expectations and needs, while a positive attitude is reflected in the friendly and helpful demeanor of the provider. Attentive care involves showing genuine concern for customers' requirements and experiences, and timely service delivery ensures customer satisfaction. By placing emphasis on these critical elements, the hospitality industry can enhance the customer service experience and cultivate positive relationships with patrons. Specially hospitality industry, it is crucial not to overlook internal customer satisfaction. When internal customers are satisfied, they are more likely to exhibit a positive attitude, provide good customer care, and deliver quality service. Internal customers play a pivotal role in shaping the overall customer service experience. @Bastien Blanc

#quality #hotels Quality starts with attitude & care, supported by training and processes to deliver consistency. Hence this approach applies as well to the hotel industry where the systematic process of ensuring that all services and amenities meet established standards for excellence, consistency, and guest satisfaction, are key to success. Therefore, Quality Assurance has to be at the heart of everyday. I do not wake up one day without wondering how we can improve the quality delivered in our hotels. It is a non stop approach, as practices need to evolve to include a deeper, more comprehensive analysis, to fine tune further day after day. For instance, all the calls that come into the contact center / reception / switchboard, can be blind spots which are allowed to persist, instead of becoming coaching opportunities, supporting to identify and address bad behaviors, issues, and the ability to recognize agents who are shining stars too. To take a more comprehensive approach and eliminate issues, do not become blind to your surroundings, remember everyday to identify opportunities to improve your customer experience, front and back of house !

What comes after end? A new beginning! Beginning of a new cycle of customer success for our clients who have successfully completed the implementation process. Prior to handing over our customers to the care of our customer success team, we ensure to conclude the entire process with a wrap-up meeting. Our ultimate objectives revolve around ensuring happiness and satisfaction, similarly to the expectations of hotel guests during their stay, because at the end of the day, we all come from the hospitality industry knowing what makes it so special! As this post marks the end of the road of this virtual implementation tour, if you're interested in learning more, feel free to drop me a DM! #pms #hoteltech #hospitality #implementation #hotels

As lounges evolve and guest expectations continue to rise, balancing efficiency, profitability, and guest satisfaction becomes increasingly challenging. What are some of the key factors that have been raising the bar in lounge operations? Andrew Van Eeden, VP of Global New Product & Innovations, shares his insights on the elements that are setting new standards in the industry. https://lnkd.in/eaxkt-dh