The Business Of Smiles: How Hotels Thrive On Customer Service

No other industry relies more on customer service than the hotel sector. It can be argued that an excellent staff - and consequently how they make guests feel - can make or break a chain. Customer service in hotel management is critical because it can directly impact revenue generated. Several financial market studies reveal that guests place a premium in exemplary customer service, more so than other factors such as food, ambiance, and sleeping facilities. Listed below are some ways hotels thrive on providing their customers with a positive experience.

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Repeat client pool: Satisfied customers appreciate an energetic staff. Businesses are aware that customers typically leave feedback on popular media channels about their experience. If most of the reviews are negative, hotels often do not get repeat guests or even new ones. Hospitality outlets need to be mindful of this.

Keep the realism: Hotels should always be upfront about their chains. Hotels that are not five-stars should not label themselves as such. This only sets unrealistic expectations for the customer. They become disappointed, even if the service and amenities themselves were great. Remember that it is better to overdeliver than underperform.

Deliver on promises: That said, hotels need to keep their guests happy. This is done by assuring clients consistent and efficient service. Aside from proper representation, managers should take extra precautions to deliver on all proclaimed promises. This is ideal for repeat business and referral purposes.

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If - for whatever reason - a guest has a bad experience in a hotel, it is proper to understand how and why this happened. Feedback, even a negative one, is essential to maintaining a good hotel chain. Managers are asked to be understanding and diligent with complaints. Guests are usually more responsive when they feel their experience and feedback is important.

Learn from the expertise of trusted hotelier, John Jefferis by following this Facebook page.

Level-up your Tobago Vacation with Coco Reef Resort and Spa

Accommodation is an important part of any vacation. Mediocre lodging can ruin plans for a relaxing time out of town. On the other hand, stellar services can make a trip truly memorable. Coco Reef Resort and Spa is a place that has earned the loyalty of tourists whenever they stay in Tobago.

The award-winning resort is located a mile away from the airport, in the western town of Crown Point, close to Store Bay and Pigeon Point beaches. Despite its proximity to Tobago’s best beaches, the resort is known for its spacious and relaxing rooms, mostly with sea views. Visitors can also enjoy the well-manicured gardens, ocean view, and the refreshing sea air from the resort’s beachfront lounge.

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With a gym and a spa, guests can enjoy first-class service from the resort staff. Those who are looking for activities under the sun can sign up for water sports or have a chill day hanging by the pool. The resort also has a private white sand beach best for families, especially those with little kids.

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Tourism in Tobago is a fast-growing industry. Sites like Coco Reef that showcase the nation’s natural wonders draw in more tourists, who become frequent visitors through the years. This proves that excellent service makes people feel at home.

Top Caribbean Hotelier John Jefferis is the chairman and sole shareholder of the Palm Reed Hotel Development Company Limited and the Island Resorts International Limited. He is also a multi-awarded personality in the hotel industry, receiving the prestigious recognitions Caribbean Hotelier of the Year in 1990 and Entrepreneur of the Year in 2000. For more articles on the hospitality business, visit this blog.

Online booking systems: Central to hotel reservations in modern times

A hotel or resort can no longer underestimate the importance of an online booking system. A big percentage of hotel reservations in the industry is made over the internet compared to traditional reservations via phone. Hotels that wish to expand their reach internationally should understand how an online platform provides convenience and accessibility to travelers from abroad. 

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An online booking system enhances customer service because it is open 24/7 to accept reservations. While the same is true for a 24-hour hotline, an online platform is more convenient because people are most likely to be in front of their office computers or have their mobile devices on them. Moreover, it skips the hassle of phone calls being queued when all operators are busy. 

An effective website and booking engine can also be designed to package promotions or deals on the dates the guest chooses. This creates opportunities for additional revenues. Other offers such as a pickup or limousine service can also be prompted. 

Lastly, by encouraging the majority of reservations to be done online, management can better track and analyze customer data in a structured system. This enables the marketing team to tailor fit loyalty programs to induce repeat business. 

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 John Jefferis, a distinguished hotelier with over 40 years of experience, is also the owner and chairman of Coco Reef Resorts. For more blogs about hotel management, follow this link.

The Importance Of Online Customer Reviews In The Hotel Industry

As consumers are spending more time on the internet either through their mobile phones or laptops, the proliferation of online reviews is inevitable.  Especially since these customers are given various channels to do so, such as social media and travel websites.

For a time, however, hotels ignored, dreaded, or even abhorred, these kinds of feedback.  It even got to a point where TripAdvisor was bombarded with lawsuits left and right.  Hotels alleged the travel review site published false and misleading comments.

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But that is all in the past now as hotels finally accept that online customer reviews are essential to operations and management.  The simple reason for this is economics.

It is estimated that by the end of the year, the global hotel industry would have generated $550 billion in revenue.  There is abundance in the market; the challenge for hotels then is to create various effective channels to tap into this market.

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Different market studies have shown that around half of consumers will not book a hotel that does not have online reviews. These studies have also illustrated that 59 percent of hotel customers who peruse online reviews are more likely to make room reservations.

While traditional marketing channels are effective in raising client bookings, analyzing and integrating online review websites such as TripAdvisor and Yelp can help hotels grow their business.  

John Jefferis is a multi-awarded hotelier and the founder of one of the Caribbean’s most spectacular tourist destinations, Coco Reef Resorts.  To read more about his credentials and accomplishments, check out this Facebook page.

The culinary traveler in the Caribbean

One of the most pleasurable parts of traveling is being able to experience a place's culinary offerings. And while the Caribbean Islands are known for their gorgeous beaches, laid-back, relaxing vibe, and luxurious resorts, the local cuisine is also worthy of praise. 

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Naturally, since the Caribbean is a network of islands, it shouldn't come as a surprise that some of their best dishes are made with the sea's freshest bounty. Conch fritters are a delectable Bahamian dish, salted codfish, and roasted breadfruit are a favorite in St. Vincent & the Grenadines, while Barbados natives swear by their crispy, battered fried flying fish cutters, served on fluffy salt bread with lettuce on the side. 

Aside from the aforementioned salt bread, the Caribbean also boasts a variety of mouthwatering bread and pastries. For instance, there's the roti from Trinidad and Tobago that's best eaten dipped in curry sauce, the popular Jamaican patty, which is essentially like the empanada with a yellow pastry that has a hint of turmeric, and endless filling options, and the typical Jamaican breakfast mélange of ackee fruit served with Johnny cakes and bammy, a local flatbread made from cassava. 

Other must-tries for the gourmet traveler is Aruba's keshi yena a gooey, messy, and cheesy delight made out of Gouda cheese shell that's stuffed with chicken, vegetables, and eggs, the Puerto Rican mofongo, a plantain and pork cracklings mash, and callaloo, a green stew of water spinach, amaranth, and okra, mixed with seafood, coconut milk, and chili. 

The Caribbean's beaches may have all the acclaim, deservedly so, but with the vast assortment of local dishes to choose from, culinary adventurers looking for a good meal will definitely be singing the islands' praises.

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 As the Bermuda-based chairman of Coco Reef Resort in Bermuda and Tobago, John Jefferis knows all about the area's hotel and tourism industry. Follow this Twitter account for updates and insights on travel and tourism in the Caribbean.

What Happens When a Guest Breaks Something In The Hotel Room?

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Guests are asked to maintain a certain amount of decorum during their stay in hotels. Each hotel stay is a contract between the hotel management and the guest. Each party has specific obligations---the hotel to maintain a sense of order and excellence in service, the guest to have an enjoyable stay at no cost or harm. When the guest breaks or damages items in their hotel room, both parties suffer.

Some hotels waive damages for which guests are responsible, but such treatment is usually reserved in good faith for trusted and regular clients. However, there are other considerations, such as the extent of damage or the item(s) that were broken. Nevertheless, most hotels follow a strict payment policy. That is, what is broken or damaged is charged to the guest’s account at the end of his or her stay.

Some guests do not feel this is justified and may demand a reconsideration. However, upon checking in, guests are asked to sign a form, which stipulates a clear and absolute paying policy in the event of damages to hotel property.

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A signed form means guests have agreed to pay for whatever damages they inflict on hotel property during their stay. There are exceptional occasions that could merit consideration on the part of the hotel. For instance, guests who have been robbed or who have been subject of crimes leading to property damage are normally not asked to compensate.

It is always best to read hotel forms before signing. For any other concerns, guests are encouraged to ask their concierge.

Known for his outstanding management skills, John Jefferis has built dozens of hotels around the world. Learn more about the hospitality industry by following this Twitter account.

A Gratuity Guide: How To Tip In Hotels

Hotel tipping is a delicate art that should be learned. It has to be emphasized that tipping is not mandatory, and some hotels enforce a strict no-tipping policy. Still, having the knowledge is important. There are a lot of expectations and misconceptions about hotel tipping. Listed below are general tips that should prove useful.

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Self-service hotels: As the name suggests, these hotels operate with minimum staff. Guests are asked to bring their luggage to their room and act as their own assistant. What the traveler is essentially paying for are the room and the accommodations. For these places, tipping is normally discouraged. Guests, however, may decide to leave a tip for the in-house restaurant. General percentage is around 14 to 20 percent.

Upscale hotels: There is a hierarchy that must be followed. Nevertheless, there is no hard-and-fast rule to all of this. Generally, guests should tip at their own discretion based on the service they received and how satisfied they are with that service. It is not demanded that a guest tips everyone he or she meets in the hotel. Typically tips are given to those who provide a lot of services such as valet parker, shuttle drive, housekeeping, and the like. Concierges, for example, usually receive between $5 to $10 depending on how well they perform, including making reservations or getting tickets. More upscale hotels even contact guests before arrival, making travel arrangements and so forth to make everything seamless and smooth. When the concierge makes multiple arrangements, it is appreciated to offer around $20 to $50 at the end of the guest’s stay.

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One must remember that gratuity is, as emphasized, a form of monetary gratitude. It should be reflective of how much the guest liked the service received and should also be indicative of good customer service.

John Jefferis is a renowned expert in hotel and resort management. To learn more about him, follow this Twitter account.