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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!
Use what you already have to boost the bottom line
Not a day goes by where I fail to witness a travel brand or business creating “new” strategies to increase their sales. Usually, it’s by way of new promotional programs, or a huge ad campaign geared toward enticing a new demographic in the marketplace.
As a hospitality marketing consultant and trainer, I highly encourage proactivity in the marketplace. In fact, it is my belief that your brand should be out there, communicating from the rooftops how great you are, especially if you cater to family travelers. There’s always room to tweak and upgrade programs that you offer, but most brands get lost and forget how already fabulous they are.
Using what you already have takes skill. Starting over is easy, but picking up where you left off to create something greater is pure comittment. Instead of targeting new customers, take a look at your current customer base and find out what’s wooing them, then, do it better. Check your stock room or basement for items that may make fun giveways and create a contest to clean out the storage. Those items are just waiting to make a customer’s day.
When it’s all said and done, it’s not about a new creation. It’s more about being aware and in tune to what your brand does best, who your true customers are, and what you can easily implement to communicate to them, that they matter to you. Give it a try.
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?”
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
(READ MORE)
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
TripAdvisor.com reveals top 10 movie hotels
The Roosevelt Hotel in New York, where the movie "Maid in Manhattan" was filmed. The film's star, Jennifer Lopez worked as the maid at this hotel.
In the spirit of the Academy Awards on Sunday, we at FTS thought it would be fun to post today’s story.
If you’re like me, you don’t give much thought into the hotels that are in the movies.
I do remember being spooked when my neighbors told me that they were staying at the Stanley Hotel in Estes Park, Colorado, where the movie The Shining was filmed.
If you’re into lodging at famous movie hotels, then, today’s post is just for you.
Reuters Life | TripAdvisor.com
NEW YORK (Reuters Life!) – While most travelers can only dream of getting an Oscar or being on the silver screen, anyone can pretend to be star at U.S. hotels where countless movie scenes have been shot.
Travel firm TripAdvisor (www.tripadvisor.com) has come up with a list of the top 10 famous movie hotels, according to its editors. This list is not endorsed by Reuters.
“While many travelers enjoy in-room movies as part of a relaxing hotel stay, these star-studded properties offer guests an actual connection with some classic movie scenes and famous characters,” Christine Peterson, chief marketing officer for TripAdvisor, said in a statement.
1. The Fairmont San Francisco, San Francisco, California
This grand hotel, set atop the steep incline of Nob Hill, has reached equally great heights on the silver screen. Ever since Alfred Hitchcock shot “Vertigo” at the Fairmont in 1958, the hotel has become an iconic part of San Francisco and many movies, including “Towering Inferno,” “Sudden Impact,” “Junior” and “The Rock,” in which Sean Connery’s character enjoys a lavish suite at the property.
2. Bellagio Las Vegas, Las Vegas, Nevada
Boasting almost 4,000 guest rooms and suites, a renowned casino and world-famous dancing fountains, this hotel is no stranger to the silver screen. The fountains alone have made countless Hollywood cameos and the hotel may be most famous for its parts in both “Ocean’s Eleven” and “Ocean’s Thirteen.”
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Social media dare not be the substitute for quality guest relations
We get a few calls per week from hotels and travel companies needing a publicist/social media maven to build their Facebook fan page or simply manage their Twitter and Facebook accounts. At Republic Media Intl, we’re always happy to take on this new way of doing business, but we always ask the potential client, ‘What do your guests say about your service?’
Great customer service done on a consistent basis is so important. I really don’t have to go down this road. If you’re an avid reader of this blog, you already know how passionate I am about customer service…especially when it comes to families.
Today’s article shows that the word is getting out there that having 2,056 fans on Facebook or 56,000 followers on Twitter doesn’t substitute for treating your guests well.
The Miami Herald | Bridget Carey
We are in the age of social media arrogance.
Companies are banking on Twitter and Facebook to be the saviors of their customer service and marketing. Self-appointed social media experts spend days praising each other’s success stories and validating their jobs by spewing lofty answers as to why every company needs to hire experts to manage Twitter and Facebook accounts.
But are companies losing perspective? Is there more to making customers happy than counting Facebook Fans and Twitter followers?
It’s a point that online marketer Tara Hunt was preaching to a packed house of 350 at last week’s Future of Web Apps conference in Miami Beach. It was a conference for entrepreneurs to learn best practices from one another.
Our weekly column strives to help the business community practice good online etiquette and use social media effectively. But when you just hear about good business examples from Twitter, it can give a false impression that Twitter alone can save your sales numbers.
The truth is, balance between real world and online solutions is key. (READ MORE)
School snow days may delay family vacation plans
Many families are whipping out their calendars in search of alternate dates to vacation this summer. The continued snowfall around the country has depleted the number of snow days in some school systems. Decatur County School Board in Decatur, Tenn., reports that they have run out of snow days and may have to extend the school year or use floating holidays to make up the difference.
This is a great opportunity for popular family destinations to offer a sort of “relief” program for families who may have booked with them and now have to change their dates due to a possible school year extension. What do you think? Would you change your summer plans just to complete the school year? Hmm, this one is sticky.
The Decatur County Chronicle | Jennifer Clendenion
Recent snow and ice accumulations combined with winding, tree-lined country back roads have resulted in the local school system exhausting its allotted snow days for the year.
Schools were closed for a week at the beginning of the month after several inches of snow left several roads in the south end of the county too treacherous for buses. At least three other bouts of winter weather since the start of the year has left officials no choice but to close schools. Between the inclement weather and closings for holidays, Decatur County students have not attended school for a full week of classes since early December.
Director of Schools Dr. Michael Price told School Board members Thursday that the system is out of snow days. But with any luck, additional school days won’t be tacked on to the calendar in May. “We have three more days in the calendar we can still float around,” said Dr. Price, including two vacation days and a staff development day. School board members expressed concern that family travel plans might be affected if school is extended in May. “We’re going to avoid that,” Dr. Price said. (READ MORE)
Luxury spells family-friendly for many upscale hotels
I absolutely love stories like these! For me, it’s a great reminder that parents, who
Young guests at the Loews Coronado Hotel enjoy the benefits of a private Berry Butler. Source: hotelchatter.com
travel with their children, don’t have to forgo luxury. There are a few upscale hotels who simply, get it!
I am a number one fan of hotels that offer a nanny or butler service. These two amenities are “must haves” when you travel with kids. Read on to get that warm and fuzzy feeling inside, like I have right now 
Forbes Travel.com | Jennifer Murphy
The kids’ spring break isn’t far away, so it’s about time to plan the family vacation. How about one that involves sipping champagne in Paris with a view of the Eiffel Tower? Not to worry, the kids will be well looked after: They might enjoy themselves out on the hotel’s ice rink (if the weather’s still cold enough; if not, the merry-go-round will do), or the concierge can arrange for a baby sitter to watch over them while they play with the provided coloring book and teddy bears or dig through the goody bag.
This treatment at Hôtel Plaza Athénée in Paris is just like that at many other luxury hotels and resorts around the world. Upscale family travel has always existed, says Bruce Himelstein, formerly SVP of sales and marketing with Ritz-Carlton, it’s just been better emphasized and marketed in the past five years than ever before.
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Latin singer says marketing the “staycation” proves effective, despite the economy
Emilio and Gloria Estefan at their Costa d'Este Beach property|USA Today files
Gloria Estefan and producer husband Emilio say their Miami-based, boutique hotels have not been affected by today’s travel economy. This is mainly due to their marketing dollars being spent on Miami locals vacationing closer to home, and their keen sense of making the hotel guest feel at home.
You see, when it comes to rising above the competition and actually making a profit, all you have to do is focus on great hospitality and creative concepts that will lure your target market, even the locals. Estefan makes another good point in today’s article about being mindful of their spending so that they don’t have to raise rates and/or compromise the hotel guests’ experience. Nice takeaway.
USA Today | Hotel Check-In | Kitty Bean-Yancey
Gloria Estefanand producer husband Emilio are more than Miami-based sound machines. The duo also have made a splash in the restaurant and hotel business. Here, the singer shares her hospitable side.
A: I have a picture that was taken when I was a little girl when we first came to Miami from Cuba, standing in front of the Cardozo Hotel. When Emilio and I decided to diversify our company holdings, we opened our first Cuban restaurant, Larios On The Beach on Ocean Drive, in South Beach. It turned out the Cardozo Hotel was also for sale. Fate played its hand, and we bought it.
Going back to the early ’90s, we knew that South Beach would become an international destination, so it seemed like a natural to expand into hotels and restaurants. We now have seven restaurants and two hotels, including our newest “baby” — Costa d’Este in Vero Beach, Fla. (READ MORE)
