3 Ways to Set a New Standard of Service Excellence

The latest Inside the Industry video discussion took an in-depth look at how five-star service should look and feel — and how tech can help hoteliers achieve it.

What Does Service Excellence Mean?

As hoteliers, you’re in the business of creating a five-star experience for your guests. But what does five-star service really look and feel like? According to Forbes Travel Guide’s President of Ratings Amanda Frasier, it doesn’t have to be a grand gesture. Little touches go a long way, especially when it comes to your team anticipating what a guest wants before they voice their need.

During the lively discussion, Amanda, along with fellow panelists Edgewood Tahoe Resort Executive Director of IT Matt Desmond and INTELITY CEO Robert Stevenson, shared a number of valuable tips.

Back to the Basics

As travel continues to rise, Forbes Travel Guide-rated properties, like Edgewood Tahoe Resort, view technology as an investment in the guest experience. For Matt, defining service excellence starts with the basic necessities of ensuring guests have what they need — and for today’s guests that means a strong internet connection.

Flexibility for the business or leisure traveler is the foundation of today’s service. Once met, the “wow” factor of anticipating their needs and creating a memorable experience lies in the human and tech interaction.

Service Trends

Part of the new standard of service excellence is the ability for a property to combine what they like about in-person guest interaction and the convenience of digital experiences to create the service culture that’s right for their brand. Offering guests modern features like mobile check-in or using a phone as their room key requires infusing a certain amount of technology into your guest experience.

Although Forbes Travel Guide rates on the overall guest experience, Amanda discusses the many advantages technology brings to the team and to the property as well as the significant advancements to sustainability efforts.

What Did We Learn?

Out of all the valuable tips and words of wisdom Amanda, Matt, and Robert provided, three rise to the top:

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For further insights from Amanda, Matt, and Robert, check out the latest video in our Inside the Industry video series.

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INTELITY’s Inside the Industry video series brings together top hospitality professionals for a guided discussion on the role and future of technology in the hospitality industry.