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Do you use any of the following methods to solicit guest feedback? Check-out comment cards; Emails or forms; Post-stay surveys; Social listening. If so, you may want to rethink your feedback gathering strategy. There is nothing inherently wrong with these approaches — after all, they do often provide hoteliers with the information they need to...
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  What do Millennial workers want from the workplace? It’s a topic that comes up time and time again in the media, yet many businesses seem to struggle with the task of appealing to this always-connected generation. According to the National Restaurant Association, the restaurant and hospitality industries saw a combined turnover rate of 72.1...
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In this day and age, traffic counters for retail and restaurants are nothing new. But this kind of tool doesn’t offer insight into guest sentiment on specific dates and at specific times. This is where Loop Pulse’s heat maps and daily digests come in handy: they allow a location to see exactly how many ratings...
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Here at Benbria, we believe that mobile guest engagement should be a core part of any hospitality operation. Mobile guest engagement is about more than simply sending offers to guests via their devices; it’s about benefiting businesses and guests in equal measure. It’s about staying in touch with the guest before, during, and after their...
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When Marriott moved to acquire Starwood, the hotel giant did so with the intention of creating “one of the best loyalty programs in the hospitality industry”. Undoubtedly, these programs are an important part of fostering loyalty among one’s guest base, but they aren’t the only — or even, arguably, the most important — factor. High...
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Reputation management can be a problem area for many businesses. The internet has made it easy for guests to broadcast their satisfaction (or, in many cases, their displeasure) with a brand to others all over the world. In the space of a few minutes, a public excoriation can be seen by thousands of users on...
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  “Any problem you might have (for us, we needed a different coffeemaker, needed towels on several days, had an issue at the pool) can be easily taken care of by using…Loop! On your computer, iPad, iPhone, etc. log into the Sandals Loop, and your issue can be taken care of ASAP by the quick response by...
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As humankind progresses toward full automation, chatbots and robots are increasingly being introduced into customer service environments. To some guests, this development might sound antithetical to the notion of customer service, but for many, the option of self-service is faster and more efficient than dealing with a human representative. There’s also the benefit to business...
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What Is Mobile Guest Engagement? In an age of hyper-connectedness, today’s guest wants to connect with their favourite brands using their mobile device. Social media is one obvious communication channel, but there are other ways for brands to tap into this phenomenon to encourage customer loyalty and drive repeat business. Mobile guest engagement enables guests...
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When your front-line staff prepare to welcome guests each morning, chances are they do a routine check that everything is in order. In a restaurant, for example, it’s likely that they stock the condiment caddy with packets of ketchup and salt, wipe down tables and counters, and fill the napkin dispenser. In fact, we’re betting...
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