We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and we work backwards.—Jeff Bezos, CEO, Amazon.com Bezos got it right. Corporations have an obligation to invest substantial resources not simply for their own benefit, but for the benefit of their customers. In this way, they are always working to provide real value that… Continue Reading Customer Service in 2016
Diane Bowen, Director of Services, SkyTouch Technology Let me start out with what I find to be a startling fact: According to the Bureau of Labor Statistics, the average turnover rate for the hospitality industry in 2014 was 66.3%. Considering that the national average for all other private industries was 44.4%, this is an alarming… Continue Reading Employee Retention: Using Active Planning to Boost Staff Success
How often in the business world do we have the opportunity to receive honest feedback from others—feedback that might prompt us to make the necessary changes to improve our businesses? For the hotelier, guests, staff, and peers are often crucial to providing useful input that can point to where things are going well, and not so… Continue Reading Customer Surveys: The Value of Finding a PMS Provider that Listens
In today’s ultra-competitive hotel market, it has become more important than ever to get the help you need right when you need it. If something goes wrong, you need to know that you can get in touch with someone quickly. Questions arise from time to time, and you may have someone standing in front of… Continue Reading Call Me: 24-Hour Support for Your 24-Hour Hotel
Your hotel business runs non-stop on a 24/7, 365-day schedule. Round-the-clock operations often add a layer of complication to working in teams. Therefore, communication failures between the teams that provide coverage on different shifts can be problematic, and it can be common to run into problems between shifts. Hearing comments from your staff like “Well, we… Continue Reading Between Shifts: Using Your PMS to Help Smooth Communications
With tablet and smartphone use exploding in the past decade, tech smart consumers are no longer the exception, but have quickly become the rule in the hospitality market. In a similar fashion, Online Travel Agencies (OTAs), once dismissed by many hoteliers as merely a necessary annoyance, have matured to become the main and often customer-preferred… Continue Reading Get Full, Stay Full: Optimizing the OTA-Hotel Software Combo
SkyTouch Technology has signed an agreement with SHR to interface the SkyTouch PMS with WindsurferCRS PHOENIX, AZ & HOUSTON, TX (PRWEB) MARCH 25, 2016 The SkyTouch property management system (PMS) is designed to help hotel owners manage operations more effectively, potentially enhancing their guests’ experience and optimizing their profitability. To this end, the SkyTouch PMS… Continue Reading SkyTouch Announces WindsurferCRS Interface
Being in a business actually called hospitality, you are likely to feel that you are already very good at listening to your guests. But do you truly hear what they are saying? With front desks buzzing from reservations, phones ringing, check-ins, and chatter, what your customers are really asking for, what they really need may… Continue Reading We Hear You: 4 Ways Hotel Software can Help You Listen
The subject of Customer Delight is often like the weather; to paraphrase Mark Twain: “Everybody talks about it, but nobody does anything about it.” At SkyTouch Technology, we’re doing something about it. We started by using an outside-in approach. Rather than looking at things solely from our point of view, we decided instead to listen… Continue Reading Customer Delight in 2016
Housekeepers are always on the move in a hotel, and traditionally have long relied on pre-printed reports from their property management system (PMS) to help them keep track of which rooms to clean and what type of service to provide. The problem with these housekeeping reports is that they are often stale as soon as… Continue Reading Remote Housekeeping: A Mobile Solution for Your Mobile Staff
