new guest service expectations - cmh

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