Chocolates on the pillow. A bathroom floor you can eat off of. Service with a smile. When guests go to a hotel or resort, they want all the comforts of home, plus pampering and personalized service. Here's how Loews Hotels, Wequassett Resort and Golf Club, and LaQuinta Hotels use training to captivate their customers—and keep them coming back for more.
Heroic Customer Service at Wequassett Resort and Golf Club It's a truism that the lifeblood of the hospitality industry is good customer service. But that's even truer at a four-diamond luxury resort such as Wequassett Resort and Golf Club.
Keeping the Guest Promise at Lowe's Hotels How do you live up to a brand promise? At Loews Hotels, a chain of luxury hotels based in New York with 18 properties in North America, in cities such as Miami Beach, Denver, and Las Vegas, the brand promise is to deliver a "four diamond and more" experience, and to "constantly look for ways to delight our guests."
LaQuinta Hotels' Hands-On Training With nearly 10,000 corporate employees and many more franchise employees, the 11-person training department at LaQuinta Hotels has its work cut out for it.
Consumers Lean on Loyalty Participation in retail loyalty programs increases, especially among Millennials, as consumers look for savings.
Podcast: Challenges and Opportunities for the Hospitality Industry Bjorn Hanson, clinical associate professor of the Preston Robert Tisch Center for Hospitality, Tourism, and Sports Management at the School of Continuing and Professional Studies at New York University, discusses strategies for new hotel brands, the lodging industry’s response to consumers’ new frugality, and when things will start getting better for the hospitality industry.
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