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Save the lip service and be of service to the family traveler
I hear it time and time again, the word “sorry”. In fact, this ”sentimental” phrase seems to be an easy escape for those whose job it is to be of service. And if you work in the travel, tourism and hospitality industry, it’s your duty to be of service.
Lately, it seems that many staff have eluded to just apologizing when they are not willing to deliver what the guest wants.
Telling the guest that you just started working there, is NEVER acceptable, period. [That's another post.]
Sorry is never good enough. In fact, I teach my clients to get the words “sorry” and “unfortunately” out of their vocabulary. Use those words during your off time, but not when you are serving family travelers.
Think about it, if you have a mom who has rented a car and requested two booster seats and the only booster seats available are, well, less than impressive at $19. per day. Telling her that you are sorry doesn’t mean anything, nor does it lighten the situation. It’s best to keep your “sorry” to yourself and do what you can to get the booster seats cleaned or replaced. This is what the family traveler really wants.
When it comes to serving family travelers, smarter, it’s more about being of service in a BIG way…save your lip service because in the end, it doesn’t make a difference.
Peak travel is slowing down so stock up on those free teddy bears
Yes, you read that correctly. I want you to stock up on those teddy bears now.
I chose that phrase because I have experienced this scenerio, firsthand.
My husband and I treated our kids to a weekend getaway, which promised a themed room full of our kids’ favorite characters, a nightly tuck in by one of the characters and best of all, a stuffed bear of the character.
My kids were beyond excited!
When we checked in, everything seemed to go smoothly, until we stepped into our room only to find ONE stuffed bear. I quickly thought, ‘Hmmm, this must be a mistake. I’ll just call the concierge to remind them that there are two children here and not one.’ I did just that.
I was shocked to hear these words, “Oh, I apologize Mrs. Jackson, we are out of stock.”
‘Out of stock! Are you kidding me!’ I replied. I explained how unacceptable this was. When you advertise a program that promises a package deal [giveaways/freebies] you’d better be sure that everything is in place to ensure that this happens.
After counting to 10, taking three deep breaths and providing a little coaching to the general manager of the hotel, they found a way to get that other stuffed animal to my child and promised that this would not happen again.
So you see, now is an excellent time for you and your team to discuss what programs you have coming up that involve some type of giveaway and take inventory. Things are slowing down, families are gearing up for back to school and now is the time to evaluate what you will need for the next wave.
Thinking ahead and being prepared is the best way to come out a winner among the family traveler.
Only a few summer months left to get ‘em talking
Where have the summer months gone?
We’re almost in the middle of July and before you know it, it will be time to roll out the fall specials. I ask you, what have you done this summer season to get your family travelers talking?
I’m tuned into family travel blogs, Twitter and Facebook, and I have not seen any raving fans (parents) talking about how great their travels have been. I’ll continue my search. Don’t be discouraged. There’s still time to roll out the “Wow” factor for your family travelers.
In fact, now is the perfect time to reconsider what programs and specials you have in place and tweak them a little. Summer is ALWAYS a great time to experiment. Get families raving about you during their social media time. Disney Cruises has the idea. Just last night I saw their new “end of summer” commercial campaign, where they are encouraging families to book a cruise now before school starts. I must admit, although we’ve already planned our summer vacation, which is in a few weeks, I was feeling tempted to at least pick up the phone and inquire.
I do realize that Disney is in a breed of their own. I used that example to show you that you don’t have to reinvent the wheel. Just get your family travelers talking about their grand experience with your brand. From there, have a plan in place to have them come back for more.
The risk is in fully relying on the training manual
I highly recommend a college education.
However, I know for sure, that my true experience as a journalist and now a thriving business woman has stemmed from my “real world” experience. This thought leads me to today’s post.
As a part of my hospitality training programs, I always leave my students with a nice manual that captures the essence of everything that I have shared with them about how to serve family travelers, smarter. I consider it a good gesture, a way to make it “official” if you will.
My technique is to share with the hospitality team the importance of every word and how when in doubt, look it up and be in the know.
After experiencing heartfelt appreciation for having penned two or three days of information for them, I have them sign off on a pledge stating that they WILL NOT rely on this manual to improve their guest relations, instead, that they will get OUT THERE in the REAL WORLD and treat family travelers with kindness, day in day out. And that they understand the experience expressed in this manual is only based on proven market research facts and should not be relied on or used as a crutch. Tried and true hospitality stems from the heart, not in this manual.
Surprisingly, the staff is taken back each time. Just when silence can seem so loud, it’s then that they realize that changing the way families travel, forever, begins with them and no one else. Does your team know this?
Do they know that it’s only by getting out there and actually DOING the work that they gain sharper insight and skills in how to treat guests no matter what form of travel they are in. While I highly recommend having an education in the world of hospitality, I like to leave my students knowing that they ARE the change that I want to see for family travel. It gets them every time!
Focus your efforts on service and packages, not points
I was just reading in the trades where many hotels, especially boutique hotels, are vamping up their rewards points programs to increase sales this summer travel season. Hmm, who said this would work?
What I know for sure is that travelers, especially family travelers, are seeking value and excellent service this season and forevermore. This strategy is especially off because not many family travelers are taking the time to track down how many points they have and whether it will determine what hotel or resort they choose. This method usually works best with airlines. I mean, who wouldn’t pass up a free round trip flight?
If your property is looking to increase its occupancy this summer, talk to your team about being of service and start thinking of ways to offer that service in a way that stands out from the rest. Tell your marketing department about what you’ve come up with so that they can promote the idea to get guests through the door. And then DO IT, CONSISTENTLY!
If you want to see your sales increase among family travelers, it’s time to stop thinking “corporate” and start thinking like parents. Ask yourself, “what would I expect from a resort or hotel while vacationing with my children?”
Family Travel Suite Celebrates One Year of Informing Families and Shaking Up the Travel Industry
Well HELLO There!
I am pleased to announce that Family Travel Suite has reached a very BIG milestone. We’re turning one year old this month! Wooo hoo!
Thanks to my loyal readers, we’ve informed and entertained over 8,000 of you family travelers.
As you may or may not know, the original intent of this blog is to keep the travel industry on its toes when it comes to the way families are being served when they travel. In fact, that’s what my company, Republic Media International is all about, consulting and educating the travel industry on how to serve the family traveler, smarter.
Well, several of my clients and peers have spoken. They want to read more about how to serve family travelers, smarter, and less about what’s going on in the news. Bummer.
I’m all for change, and now is a good time to make that switch. In the next few weeks, you will begin to notice a new look and feel at Family Travel Suite. I’m going to speak more to the travel industry to ensure that they truly “get it” when it comes to what you families want. I hope you don’t mind.
I encourage you to stay tuned and chime in if I miss something in representing you, the family traveler. Let your voice be heard.
Happy Birthday Family Travel Suite!
I love and appreciate you guys for all of your support.
The essentials for your travel first aid kit revealed
Today’s post caught me off guard. I’ve never thought about preparing a first aid kit for travel. I mean, sure if I’m going on a cruise, I’ll take some Dramamine, or if we’re visiting another country, I’ll be sure everyone got their shots. But to pack allergy medicine, didn’t cross my mind. If you’re like me, then I’m glad to bring this information to you.
Author and mom blogger, Lisa Shusterman from “Around the World in Easy Ways,” shares with us the things we should consider packing in our first aid kit as we embark on travel season with the kids.
Around the World in Easy Ways Blog | Lisa Shusterman
Every traveler knows you shouldn’t leave home without it. No, I’m not talking about your American Express card; I’m talking about a first aid kit.
While most people will have access to supplies somewhere along the way, the reality is, when you want what you want when you want it, it’s just best to have it with you rather than depend on finding it. Obviously you can’t carry an entire pharmacy in your bag, so what should you carry?
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Mom blogger reveals this season’s ‘must haves’ for travel
I’ve said it before, and I’ll say it again, we’re at the peak of family travel season!
I hope many of you have locked in your summer plans and are taking advantage of all the good deals out there in the marketplace. To help you on your journey with the little ones, momsfavoritestuff.com shares what’s hot for summer travel with your kids. N’joy!
Lazy river and twisting water slides offer weekend fun at most resorts and hotels this summer
Spring is here!
I love the spring and all of the beautiful flowers that come along with it. Usually, this is the time when many of you begin planning your summer trips. There are some great deals out there, and today’s post tells you which hotels and resorts offer the most water fun for the little ones.
FamilyTravel.com | Lynne O’Rourke Hayes
Diving boards and the deep end have been replaced by slippery slides, raging waterfalls and lazy rivers. Today’s resort pools and water parks offer enough excitement to keep the kids engaged for a weekend or longer. Here are five cool pools worth the plunge.
1. Grand Wailea Resort, Maui, Hawaii.
This island haven may be most famous for its beaches, but don’t pass up the chance to explore what the resort has to offer. The whole family will be eager to explore the 25,700-square-foot area that includes nine free-form pools. Travel via a “river” to check out the slides, waterfalls, caves, water elevator, swim-up bar, rope swing and more that are part of this water wonder. The tropical, 40-acre resort also includes an infant pool.
Contact: 1-800-888-6100; www.grandwailea.com
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More hotels entice guests to ‘pay it forward’ to earn deep discounts
Times are still financially tight for the travel industry, and many consumers are taking advantage of all the steals and deals out there. Now, hotels are taking things a step further by asking its guests to pay for their stay, in advance, to receive some 30 percent off.
I’m always a little reluctant to pay in advance because once you’ve paid your money, there’s really no incentive to ensure great customer service/relations. I’ve found this to be true not just in lodging, but in life. It seems once you’ve put everything on the table, it’s like an open door to be taken advantage of. I would say, parents, use your better judgement. If you’re a loyal fan of a particular hotel brand and you’ve come to know what to expect, then, go ahead, get that discount.
Here’s the story…
More hotels offer ‘pay before you stay’ discounts
USA TODAY | Kitty Bean Johnson
