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Delivering the Service Experience - Chapter 12 ; Frontline Employee Incentives

Technique 167 Post Positive Consumer Blog Posts for Employees to See; Employees like to be—and should be—recognized for out- standing guest service. In a section either in the staff lounge or near the time clock where the staff members tend to congre- gate, post all the positive comments including Trip Advisor, Social Media, Guest Survey’s, letters, etc. This will recognize employees who are getting good comments and will motivate other employees to give that extra service so they too can be recognized. Technique 168 Equally Reward Front and Back-of-the-House Employees; A front-of-the-house associate who is mentioned in a positive fashion on Trip Advisor should be given a reward. However, the recipient should be instructed to select a back- of-the-house associate who is worthy of receiving the equiva- lent reward. The front-of-the-house associate should be asked to write 2–3 sentences describing why the back-of-the-house associate is worthy of the reward. This explanation should be posted in the associate break-area (both associates are given an equivalent reward). Technique 169 Establish a Uniform and Appearance Committee; The hotel should have a “uniform and appearance com- mittee” comprised of a cross-section of managers and asso- ciates from across the hotel. The committee addresses issues regarding uniforms around the hotel. For example, should associates in a given department be permitted to wear long underwear tops on their arms in conjunction with a short sleeve uniform shirt or should long-sleeved uniform tops be issued? Knowing that fellow associates have an active voice in uniform policy provides incentive to comply. Technique 170 Conduct Guest Surprise Clinics with Associates; Hold a meeting with associates in which they are shown a PowerPoint slide presentation containing photographs of the various areas of the hotel. As the associates view the photos, they should be instructed to brainstorm ideas by which guests can be surprised in the given areas (A $2 cost limit for each surprise could be the parameter used in this exercise). Asso- ciates have more incentive to carry out surprise tactics if they take part in deriving the tactics. Technique 171 Have Employee Contests for Deriving Guest Surprise Ideas; Hang sketches (these are called service blueprints) of the hotel’s public areas in the associate break room. Associates who can offer the most creative ideas for surprising guests by studying the sketches can win prizes. Technique 172 Explain the Important Role of the Associate to His/Her Family; If an associate’s family members understand how the associate’s role in the hotel serves an important function in providing hospitality, then work-family conflict is reduced. Therefore, at least two times per year, management should plan a family function. During that function, management should explain to those in attendance how each associate’s job is important and how it fits into the functioning of the hotel. Technique 173 “I Love My Job When _____”; In an associate meeting, put the following sentence stem on a PowerPoint slide: “I love my job when _________.” Any associate who volunteers to stand in front of the group and completes the sentence wins a prize. Technique 174 Implement a Housekeeping Scoring Contest; For the housekeeping department, derive a scoring system on the room inspection check sheet. The housekeeper with the highest score across a seven-day period wins either cash or a gift card to a local retail store. Technique 175 Reward Departments for High Guest Satisfaction Scores; All departments should have team rewards such as pizza parties, luncheons, or gift cards when the department’s target guest satisfaction survey scores are met or exceeded.

Create: Aug 11, 2020 Edit: Sep 25, 2020 Hotel Management

Top 12 Things That Should Be In Every Hotel Room

⚜️ As someone who spends well over 100 nights a year in hotels, I thought it was high time to put together a post with my thoughts about what every hotel room should offer (and what they definitely should not) in addition to all the basics like free WiFi, good personalized A/C and heating, and, you know, running water. Some of these are obvious – with the proliferation of lightweight laptops, smartphones, tablets and more, every hotel room should have an abundance of power outlets – while others might be more TPG-specific. However, these are things I’d like to see in every hotel room I book in the future, and feel free to share your own wish list below. 1. Power outlets galore . As I mentioned, we all travel with tons of gadgets these days, from computers and tablets to phones, cameras, music players and more, and the one thing they all have in common is that they must be charged. So it’s astonishing to me how many hotels still lack more than one or two outlets for guest use – you know, where lamps, phones and other odds and ends aren’t already plugged in. Not only that, but every hotel room should have bedside outlets. So many people tote their computers to bed to work while on the road for business, and so many use their Smartphones as alarm clocks (probably because hotel alarm clocks can be so byzantine to operate) that it just makes sense to have outlets near the bed that you can access without ripping the mattress away from the wall. Tons of lamps even come with outlets in their bases to make things easier. Hotels, take note, this should be a standard feature in your rooms. 2. A Nespresso machine . Call me a caffeine fiend, but I believe that every hotel room should have some sort of miniature coffee or espresso machine. Oftentimes, that’s all I want in the morning before grabbing something on the go from a lobby shop or a nearby cafe. I just want to be able to enjoy my first cup of the day in my room as I go through emails and my calendar without having to get dressed, leave the hotel and pick up coffee somewhere else. Or tea. Put in an electric kettle and some tea bags for the tea-drinkers out there. Who knows, maybe I’ll be feeling so productive I’ll order room service and up your revenue with a full-on breakfast if I feel like I’m getting a lot done. 3. A shower that doesn’t take advanced calculus to figure out how to work . Hotel showers can be glorious. Indoor showers, outdoor showers, showers with 12 showerheads, steam showers, rainfall showers…they’re all just wonderful. Except for one thing: so many of them are impossible to operate! Personally, I’m an old-fashioned, one knob for cold water and one for hot and you turn them to adjust the pressure and balance of temperature kind of guy. But so many hotel showers these days have temperature controls, pressure controls, controls to determine which showerhead is operating…I often find myself getting blasted with a rocket of cold water from one direction and volley of scalding drops from another these days. I mean, I love options as much as the next person, but can we please make these things easier to operate so I can get in, clean up and get out? And not to be too American about this, but would it be possible to include both Celsius and Fahrenheit temperatures on the knobs? I can do simple arithmetic on the fly with the best of them, but I don’t want to have to panic and try to figure out why 47 degrees is so hot. 4. Toothbrush and toothpaste . Call it a symptom of always being on the road, but I forget a toothbrush and toothpaste a lot when I travel and it would be such a nice surprise to find a mini travel kit in my hotel room when I arrive. If airlines can do it in amenity kits – and I’m not just talking business and first class ones here, but some airlines offer it in economy as well – then hotels can provide a mini oral hygiene set to guests. 5. Free water bottles . It’s midnight. You’re off a really long flight. You’re parched. All the stores are closed. All you want is a bottle of water, especially if you’re in a place where the water might not be potable for you. Any water will do – it doesn’t have to be Evian – but your only choices are in the minibar and they each cost $10. Why is that? Hotels need to start offering guests two free water bottles per day (that’s the other thing – even if you get a couple free bottles, it’s a one-time thing with a lot of hotels – once you drink them that’s it!). We would all appreciate it, and it’s such a simple provision. 6. A room service menu that doesn’t take 20 clicks on the TV screen to navigate and order from . This is another old-fashioned quirk of mine, but as much as I love new technology, sometimes just having a paper menu and calling down to room service is just so much easier than trying to learn to navigate a hotel’s “state of the art” television ordering system. If you’re going to put such a system in place, put an iPad in my room and let me order from there, which is so much easier. To be continue...

Create: Aug 9, 2020 Edit: Aug 11, 2020 Language Academy

5.8% recession due to the impact of the Coronavirus outbreak on the tourism industry

The Central Bank of Greece predicted; 5.8% recession due to the impact of the Coronavirus outbreak on the tourism industry Revenue from the tourism sector is critical to the Greek economy, accounting for about a quarter of the country's gross domestic product.

Create: Aug 8, 2020 Edit: Aug 8, 2020 International News

Corona is a reality but it cannot stop traveling, tourism minister says

“Corona is a fact, but can the virus stop tourism? Certainly not. For us, the coronavirus is a new experience in dealing with crises that teaches tourism experts around the world how to deal with such a disaster, and thankfully governments are turning this into an opportunity for better planning,” Ali-Asghar Mounesan said, ISNA reported. He made the remarks in a video showcased on Tuesday evening during a prize-giving ceremony in which a select of tourism businesses, tour operators, investors, and hoteliers were honored. “Tourism experts will certainly find a way to deal with this great crisis. As if the measures so far been taken in Iran and all over the world show that we will surely succeed [to make a big rebound] through proper smart planning.” Addressing the attendees to the ceremony, the minister explained; “Investments and the launch of new projects in the tourism sector have been increased dramatically underway across the country. Of these, about 600 are hotel-related projects that show a very promising future, conveying a message that investors see profitable prospects for Iran’s tourism.” Elsewhere in remarks, the official said “We are not saying that tourism should [merely] replace oil [revenues], but tourism can become first [sector of] economy in the country replacing revenues [currently being come from [the export of] mineral and raw resources.” “Tourism can create an easy way to earn and create employment by tapping into the existing historical and natural capacities of the country.” Mounesan has long been attaching importance to tourism as a source of revenue, which could substitute petro-dollars. Back in 2017, he said: “Every single foreign tourist visiting Iran spends an average of $1,200, bringing in income as much as exporting 30 barrels of oil.” Referring to the pandemic and its impacts on the traveling sector, he said: “All the economists in the world have predicted [dramatic] changes and developments for many once-prosperous sectors….. However, the technology is advancing, and smart solutions… will certainly bring changes in the world's economic sectors.” In June, the United Nations World Tourism Organization praised efforts made by Iran’s tourism ministry to manage the travel industry during the coronavirus pandemic. UNWTO Secretary-General Zurab Pololikashvili said in a letter to Mounesan that the country's measures have truly earned plaudits to mitigate the impact on tourism. “A series of measures that the Ministry of Cultural Heritage, Tourism and Handicrafts of Iran has taken, in accordance with the guidelines and recommendations of UNWTO, has truly earned plaudits as an effective practice to mitigate the impact on tourism,” the letter reads. Some experts believe that the coronavirus pandemic may turn tours and travels into luxury items as observing health protocols will raise the cost of travel in the country. Mohammad Ali Vaqefi, the vice president of the Iranian Tour Operators Association, warned earlier in June that with the continuation of the coronavirus outbreak, tourists may prefer individual travel rather than tours, adding that they may also choose to go on a trip by their vehicles and stay in tents or in the nature instead of hotels. In the global scene, part of the new travel puzzle is the jet-set mindset focusing on tough hygiene care and social distancing as cardinal guidelines for slowing the spread of the virus. So the average expenditure will be raised for a typical traveler particularly inbound passengers so lesser ones can afford to buy privacy and space and safer travel amenities. Meanwhile, deputy tourism minister Vali Teymouri, has said the tourism industry of Iran will get back on the right track sooner than expected thanks to measures taken to tackle the spread of coronavirus. “I believe that tourism industry of the country will get back on the right track far sooner than generally expected thanks to the measures taken to deal with the spread of coronavirus in tourist destinations, hotels, stopovers, and all the centers which are affiliated with the Ministry of Cultural Heritage, Tourism and Handicrafts,” Teymouri said. Iran expects to reap a bonanza from its numerous tourist spots such as bazaars, museums, mosques, bridges, bathhouses, madrasas, mausoleums, churches, towers, and mansions, of which 24 being inscribed on the UNESCO World Heritage list. Under the 2025 Tourism Vision Plan, it aims to increase the number of tourist arrivals from 4.8 million in 2014 to 20 million in 2025. The latest available data show eight million tourists visited the Islamic Republic during the first ten months of the past Iranian calendar year (started March 21, 2019).

Create: Aug 5, 2020 Edit: Aug 6, 2020 Regional News

Northern tourism on the verge of bankruptcy

With the outbreak of coronavirus, the tourism market of Mazandaran province has suffered severe and significant financial damage. According to the statistics announced by the provincial authorities, the amount of this damage has been about 550 billion tomans so far. So far, more than 2,200 private sector tourism enterprises in Mazandaran province have registered to receive unemployment insurance.

Create: Aug 4, 2020 Edit: Aug 4, 2020 Regional News

All cities will have a comprehensive tourism plan by the end of the year

The country's Deputy Minister of Tourism announced; The "Tourist City" project has a scientific dimension and cities are evaluated and ranked from the perspective of city officials, tourists, local communities and managers. The "tourist city" creates competition among city officials for the development of tourism infrastructure, which the provinces should take advantage of. By the end of the year, all 31 provinces of the country must declare their position in terms of tourist city and tourist destination.

Create: Aug 4, 2020 Edit: Aug 4, 2020 Regional News

Memorandum of Understanding between Pakistan and Germany to Develop Tourism Industry

The Special Assistant to the Prime Minister of Pakistan announced the signing of a memorandum of cooperation between Islamabad and Berlin. According to the memorandum, a € 3 million facility package will be used to create jobs in Pakistan. People who have lost their jobs due to the outbreak of the coronavirus can receive these facilities and start their activities in the field of tourism.

Create: Aug 1, 2020 Edit: Aug 3, 2020 International News

Hard winter awaits airlines

Most economists believe that it will take two to three years to return to pre-corona status. These experts predict that if the airlines are not helped, they will face a difficult winter.

Create: Aug 1, 2020 Edit: Aug 3, 2020 International News

Corona has grounded the world aviation industry

Corona has grounded the world aviation industry. Report of the International Civil Aviation Organization (ICAO); The number of international air passengers will decrease by about 1 billion and 200 million (equivalent to two thirds) by September 2020. Revenues of airlines worldwide will fall by about $ 235 billion by September this year.

Create: Aug 1, 2020 Edit: Aug 4, 2020 International News

Reopening of Brazil's air borders with the aim of reviving the tourism industry

The Brazilian government opened its air borders to foreign passengers. However, the ban on entry into Brazil by sea and land has been extended for another 30 days. Foreign tourists staying in Brazil for 90 days or less must prove that they are covered by health insurance when they stay in the country. According to the Brazilian Tourism Confederation, the outbreak of the Corona virus in the country has caused about $ 24 billion damage to tourism industry.

Create: Jul 30, 2020 Edit: Aug 5, 2020 International News

Delivering the Service Experience - Chapter 11 ; Perceived Waiting Times

Technique 159 Hang Mirrors Outside Elevator Doors; Hang at least one mirror on each floor by the elevators. Perceived waiting time for the elevator is reduced when guests can look in mirrors. Technique 160 Greet Guests While They Are Waiting to Check-In; Perceived waiting time is reduced when a process begins. Because part of the check-in process is being greeted, when the front desk gets busy unexpectedly, a hotel representative from another department can greet and talk with guests as they wait in line. Technique 161 Tastefully Display Information Inside Elevators; The displaying of information inside guest elevators not only serves to reduce perceived waiting times but is also an outstanding opportunity for advertising your hotel and the area. Displaying appropriate and tasteful information can increase guest engagement. Technique 162 Offer Food and Beverage at the Front Desk When Busy; Providing something small to eat or drink ( e.g., cookie; infused water ) at the front desk serves to reduce perceived waiting times of guests at the desk. Technique 163 Create Strategic Alliances to Permit the Use of Hotel Key Cards at Local Attractions; The hotel should establish strategic alliances with local attractions by which the hotel’s room key can be used to gain admittance to the attractions. Such relationships could reduce/ eliminate the waiting that the guests would experience when purchasing tickets at the attractions. Technique 164 Have Pre-Printed Directions Readily Available; Do guests repeatedly ask for directions for the same place like getting on the highway, the big office park, etc.? The front desk agents should have small pieces of paper with the directions on them readily available. There is no wait for the employee to find it on the Internet and print it or take a time to explain it. Technique 165 Have Maps with Hotel Location Indicated on it; Tourists like to look at maps. Have a map with the hotel location already designated on it. This will save time and ques- tions by the guests and, of course, make it easier to identify where they are. If the guests need to converse with the desk staff they can, if not, they can look at the map and figure out where to go. Technique 166 Use Mobile Roulette Wheel to Reduce Perceived Waiting Times; If check-in gets busy unexpectedly, have an associate from another department roll in a mobile roulette type wheel. Have the guests waiting in line spin the wheel to determine which prize each wins. For example, prizes can range from 1–5 per- cent discounts on room rates.

Create: Jul 29, 2020 Edit: Sep 5, 2020 Hotel Management

78% increase in hotel industry sales in the UK

The hotel industry accounted for 133.5 billion of the UK economy last year, but its value has fallen to less than 100 billion this year. One-year sale of the UK hotel industry in June were just 97.2 billion. On the other hand, the revenue of the hotel industry in the second quarter of this year was 4.6 billion pounds and much less than 34.2 billion pounds last year.

Create: Jul 29, 2020 Edit: Aug 3, 2020 International News