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Customer Service
For many hotels,five-star hotel status is elusive. The first and most obvious reason is that various awarding bodies have different standards of excellence. According to the Forbes Travel Guide (formerly known as the Mobil Travel Guide), which has been awarding hotels their stars since 1958, five-star hotels “are outstanding, often iconic properties with virtually flawless...
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Like almost every industry in the world, the restaurant sector has been heavily impacted by the break-neck speed of technological innovation. Consumers now expect, if not demand, that businesses cater to their appetite for restaurant technology. We’ve compiled some statistics that will help you understand restaurant technology and what restaurant guests want from the dining experience. Seventy...
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As any hotelier worth his salt knows, guest service is the bread and butter of the hospitality industry. Thanks to the power of social media and the audience it affords, a single dissatisfied guest can have a disastrous effect on the reputation of the hotel she has just stayed at. More than ever, it’s necessary...
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There’s no question that guest loyalty is still important to the health of hospitality brands in 2017. One might argue that it’s more important than ever, now that travelers can base their booking decisions on the millions of reviews that populate TripAdvisor and choose alternate accommodation models such as Airbnb. But what does loyalty mean,...
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In a society that’s becoming increasingly digitized, and in which travelers have instant access to millions of reviews for thousands of hotel properties around the world, creating a personalized guest experience is more important than ever. Why? Because it’s one of the few ways that hoteliers can really make their properties stand out and win...
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The AAA defines a luxury hotel as having “sophistication and comfort with extraordinary physical attributes, meticulous personalized service, extensive amenities and impeccable standards of excellence.” Guests who stay at these hotels expect to be treated like royalty; after all, they’re paying for impeccable service, delivered by an attentive and caring hotel employee. So you may...
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Maintaining good QSC (quality, service, and cleanliness) is one of the top concerns for most restaurant brands. After all, great food, friendly service, and a spotless store are the factors that keep guests coming back. Maintaining all three of these factors to guests’ standards can be difficult, however, given the many variables and moving parts...
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Most businesses know that providing great customer service has always been the foundation for success. You can pour every resource into product development and marketing, but if customers are dissatisfied with the service they receive in-person, you run the risk of losing them to your competitors forever. No matter how your staff engages with customers...
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The Benbria Blog

The Benbria Blog offers insights into the latest research in the field of customer engagement technology and best practices, with a focus on real-time messaging and measurement of the experience.

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