The New Way to Hotel - Zoku + StayNTouch Innovate

A refreshing view of #hotel guest experience ... produced by StayNTouch and filmed at the uber innovative Zoku Hotel - a hybrid hotel.

A number of things standout in this video:

• The guest uses the mobile app for many actions - pre-arrival, probably booking, ordering a late check out (LCO) and check out payment authorization
• BUT chooses when he WANTS to interact with the staff - example, requesting meeting room materials.

• The staff is tablet empowered permitting the staff member to be in motion, not stuck behind a desk
• Personally greeting the guest on arrival
• Processing his requests
• Housekeeping staff communicating ready room

The video was made in 2016, so I imagine more changes have been made:

• Integrative mobile payment vs. credit card swipe on the tablet
• Keyless room access vs. key card

Bottom line:

• This short video demonstrates today's hotel customer service expectations and how hotels can deliver - supported by digital + mobile devices
• There is still human experience (HX) - when/for what is up to the guest.

This dynamic changes how we hospitality professionals need to think of our hotel operations.

Stay N Touch ... and their excellent blog

#digitalinnovation #hybridhotels #hx_hospitality

Social Courage + #Hotel Housekeeping via @aremorch

Thank you Are Morch ! Wow + finally, smart strategies for using social media + mobile to optimize BOH (back of house) and FOH (Front Office) communications.  Social Media Courage blog post is a great place to start.

Outcome = Top notch, efficiently serviced guestrooms - the key physical product in #hotels.

Are Morch teamed up with RoomChecking to provide stats and actionable steps to 'socialize' Housekeeping communications - happier staff + guests.

Source: RoomChecking

As a former Rooms Division Exec + GM, I have always had a special place for Housekeeping, Laundry + Maintenance Departments, so my favorite section of the blog posts = Characteristics of a Great Houskeeper. 

Of the 9 points, willingness to be of genuine service is a standout.

So, bravo for extensive coverage of social on BOH employees and communications.

Source: Are Morch

Read full Post Hotel Housekeeping Social Media Courage

#hotels #hotelhousekeeping #socialinnovation

Top Digital Marketing Trends via ipfconline

Concise infographic by @ipfconline1  10 Digital #marketing trends - already impacting online efforts.

Note - number 9 - Mobile = center stage in Customer Decision Journey

10 Major Digital #Marketing Trends to Pay Attention for 2017 [Infographic] #DigitalMarketing #Analytics #SocialMedia #SMM #CRO #SEO #Mobile pic.twitter.com/PM7b6gFJ4p

— ipfconline (@ipfconline1) August 25, 2017

#UPAEPParis 2017 - Arrive Next Sunday to Paris

CMH - IEMI Paris  welcomes UPAEP Faculty Led particpants to arrive next Sunday!!

CMH has created an innovative, immersive 4 week program designed to integrate classroom, blended learning, business visits + cultural outings.

The first week is Digital Week + the online classroom is up!!  

From Omnichannel Marketing to Wearables and Social Media, the first week will share cutting edge concepts and creative platforms with UPAEP participants.

CMH UPAEP 2017 Program - Online Classroom

Mobile Website highlighting Paris events + ideas will be updated during the Participants' Visit.

#UPAEPParis #CMH #IEMI

#paris program UPAEP - IEMI - digital innovation program

Pre-trip Mobile site live for UPAEP Paris 2017 Program!

CMH - IEMI has created an immersive program for UPAEP + launched a travel trip site designed to help participants navigate via their mobile phones - in the travel planning stages + during their stay in Paris.

• Classwork + coursework
• Presentations + sharing
• Cultural visits
• Local businesses visits
• and yes...some free time to explore

@UPAEP Paris 2017 pre-trip mobile site is live travel tips in ES, experience #paris ideas THX @CMHacademy @oneglobe https://t.co/9plYLtwA3c pic.twitter.com/UU0tvT6TvR

— Craig @ oneglobe (@oneglobe) May 23, 2017

We look forward to welcoming the participants and their Professor in June.  This is the 3rd year for the innovative International MBA program at  @CMHacademy

#UPAEPParis

Social Media = Conversations with #Hotel Guests

Social conversations help differentiate your hotel + the positive advantages of your locale expertise.  Most hotels are using social media just to push out sales messages.  Smart hoteliers use social to engage guests in conversation - prior to stay, in destination (key = mobile users on Facebook), poststay.

This brief presentation highlights best content mix....relevant for guests + shareable to THEIR social networks.

I thank Corentin ComBalbert for putting it together.

Victor & Charles #AI Platform for Predicting Guest Delights

Victor & Charles lead the way in hyper-personalization for delighting #hotel guests ... predictive analytics... absolutely cutting edge!

A Paris #startup, analyzes public information (social networks, web content, ...), socio-cultural and behavioral to provide relevant information to hoteliers seeking to reach the next level of guest service.

Corentin Combalbert, Hospitality Executive Services, recently met with the team to evaluate the impact of a '360 guest view' on future pre-demand guest services.  He also had quite the experience with Victor & Charles chatbot - all positive!!

Inside scoop from meeting below.

Predicting guests' desires and providing personalized, delightful attention is the next generation of guest service.

Victor & Charles Press here.

Cross posted in Hospitality-Next.Digital