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Hotel La Mariposa
For our guests we provide unlimited internet access after they log on to our network using a simple ssid "motel rooms" with a simple password after clicking T & C they are on and using it we have 9 access points spread throughout the property with seamless handoff as they move about. The hardware is all UniFi network which also implements fair use to stop some people hogging all the bandwidth. The whole system can be manged by all staff via a simple webpage.
In today's travelling world WiFi and ease of access is a must ask you guests what they want and then implement the hardware is low cost and software is free.
We provide verbally to our guests on check in with information about local restaurants and activities on. This is supplemented by information in the room and available at reception. Most morning us and our staff chat to guests to work out what they have planned for the day or where going next this allows us to give them some helpful information for their day ahead. We have a guest lounge as well so we have guests relax with us in front of the fire in winter or relaxing on the sunny lounge.
I have used the Hisense in some of our rooms and a great TV at the price as well. We want o kill off Foxtel as well but can't find a way to roll NetFlix out at present as no commercial package. Would be interested to know how you do it.
We have been using Siteminder since it was introduced, great product with a flat fee and wide range of channels to connect including GDS. Great support and integration with a wide range of PMS as well
We give every guest on departure a little lolly bag it has our contact details and linkages to our TripAdvisor / social media pages to encourage reviews. It is a very welcomed gift and quite a surprise for many considering we are a small motel. We also have complimentary water bottle in the room.
The little extras you can do create a point of difference and of course are factored into the rate.
How did you setup NetFlix for the motel ? did you use multiple accounts?
Been looking at this option but can't see any commercial packages available yet and need to be careful of bandwidth.
With a 25 room motel in regional Australia and Foxtel , we find that it is better to have a high quality TV and good wifi. We will be reducing our Foxtel subscription shortly as it does not offer enough value.
Running smart TV's without enough bandwidth will kill your internet connection particularly here in Australia until they get the NBN working properly.
A good model of TV's is the Samsung Hotel Series, https://www.samsung.com/us/business/products/tvs/hospitality/s/_/n-10+11+15pey1/ you can lock down the controls and volume etc. Also for install / upgrade is really good as you can set one TV up and then just clone it.
Hello fellow hospitali-tiers
Great to read the thoughts from you all, and from all over the world, there are definitely some themes that create a great guest experience. We have a 3.5 star motel, and deluxe apartments on the same site. The motel scored a fab 9 this year and the apartments were 10- so I guess we can't ask for more that! A few things resonate for me as tested and true for creating an exceptional customer service experience:
1. Under promise and over deliver - our motel delivers at a 4 star level, but we are rated 3.5 star which suits me fine
2. Treat the customer as you would like to be treated- genuine warmth and professional hospitality
3. The little unexpected things always create a lasting impression- lollies on departure, home made jams, torch in the room etc
4. Cleanliness- is definitely next to godliness when it come to our industry
5. Consistency- very important that no matter when your guests return they can expect the same and maybe even better.
6. Create a property with personality- Create a point of difference, but don't personalise too much- just because you love Egyptian furnishings, doesn't mean all your guest will (unless you're in Egypt)
7. Innovate or perish- always be on the look out for the next trends in hospitality and work out how your product can continue to move with the times- avoid a death by doily experience suffered by many older style BnB that have never evolved and perished.
People will forgive a lot, if you provide genuine, friendly service- my motel is not perfect it's a 60s style motel, so there are always things that need doing, but on the whole, people don't care because of the service we offer and the cleanliness of the rooms, and the little extra we think of. You are never going to please everyone- so try not to take to heart the odd bad review- people are weird and wonderful and well, lets face it, that's why we are in the industry!
Those are my pearls of wisdom for today!