Olive + Leo’s Post

A really interesting piece of research by Zonal on #loyalty in the #hospitality industry. The conversation around loyalty is really heating up at the moment, no doubt driven by what is a challenging time right now. Fascinating to see that member-only prices comes out as the most appealing reward or loyalty scheme. We are so used to this in the retail space but very few have adopted it in the hospitality world. It's something I am currently discussing with one operator as their potential loyalty model. Who do you think has the best loyalty scheme and can you think of anyone doing members only prices well in hospitality? One thing is for sure though, when tackling loyalty it needs to span much more than just points / prices / cashback / suprise and delight. It needs spread across all functions of the business from marketing to ops, hr to finance. As Marcel Khan put it at the Propel Info Summer Party we need to focus on digital and human loyalty. Digital loyalty may typically sit in the marketing / finance side of the business and is more about the mechanics, the tools, the messaging and the reporting, whilst the human side may sit more on the ops / hr side as it is all about the delivery of the brand by the people and creating memories. Personally I think as this space continues to evolve the overall winners need to focus on delivering both of these sides of the coin, but from a joined up approach. The 'digital' side of loyalty needs to work hand in hand with the 'human' side of loyalty. What are your thoughts? ------------------------------------------------------------------------------ 👋 👇 Freelance strategic marketing director for growing hospitlaity brands.  Helping hospitality businesses drive data collection, commercial return and guest experience every step of the journey - from discovery and booking to loyalty and retention. 

🌟 Embracing New Beginnings in Customer Service! 🌟 Hello LinkedIn Community! 👋 Today marks a special moment as I step out of my hiatus and prepare to dive back into the dynamic world of customer service. 🎉 For those who don't know me yet, here’s a bit about my journey: 🔹 Background: Over the last six years, I’ve dedicated myself to the hospitality industry, with most of my experience as a hotel supervisor. In this role, I've had the privilege of leading teams, enhancing guest experiences, and ensuring smooth operations. There's nothing quite like the satisfaction of turning a challenging situation into a positive experience! 🔹 Passion: My passion lies in connecting with people, understanding their needs, and going the extra mile to ensure they leave with a smile. Building relationships and creating memorable customer experiences is what drives me every day. 🔹 Current Transition: After a refreshing hiatus, I’m excited to re-enter the workforce with renewed energy and fresh perspectives. I’m looking forward to bringing my skills and enthusiasm to a new team, and I’m eager to learn and grow in this ever-evolving field. As I embark on this new chapter, I’m keen to reconnect with old friends and make new connections. I’d love to hear from fellow professionals about your experiences and insights: 🔹 What excites you most about working in customer service? 🔹 How do you stay motivated and handle challenging customer interactions? 🔹 Any tips or advice for someone re-entering the workforce? Let’s engage and inspire each other! Drop a comment, share your thoughts, and let’s build a supportive network. Here’s to new beginnings and thriving in the world of customer service! 🥂 #CustomerService #NewBeginnings #CareerTransition #Networking #CustomerExperience

Sometimes customer service can be more than just answering queries and being helpful. Customer service truly shines when the responses and communications are tailored to the human behind the question. Not only to help but also to delight and engage your customer! This is exactly what IHG Hotels & Resorts managed recently when my nephew left his favourite toy at one of their hotels in New York. We emailed to ask if they found the toy, and yes, they had located 'Mr Avocado'🥑 . The response was accompanied by a picture of Mr Avocado having a lovely time helping the hotel staff with their daily duties. This is where the customer service team shone; not just by confirming they had indeed found Mr Avocado; but also, by understanding that there was a child behind the query. They chose to share a story that would make him and his parents smile. 😊 That smile will stay with them and ensure that they are returning customers and spread the word about the service they received from the hotel group. These customer-facing roles are so crucial to the reputation and success of a business. Great customer service comes from staff that care to go the extra mile and take pride in what they do. These are the qualities that we track down and identify in potential candidates for the customer service roles we fill for our clients. While we didn't place the staff at the hotel in New York, we recognise they are exactly the type of people we find when filling customer service vacancies! 👏 Share in the comments when you last experienced some amazing customer service! #CustomerService #recruiting

A hospitality and customer service role focuses on delivering excellent service to guests or customers, ensuring their needs are met, and creating a welcoming and positive experience. These roles often require strong interpersonal skills, problem-solving abilities, and attention to detail. Example Roles: 1. Guest Service Associate Welcoming guests and assisting with check-ins and check-outs. Addressing guest inquiries and resolving complaints. Coordinating with housekeeping, food and beverage, and other departments. 2. Front Office Manager Supervising front desk operations. Ensuring smooth communication between departments. Managing bookings, guest relations, and staff schedules. 3. Customer Service Representative Handling customer inquiries via phone, email, or in person. Providing product or service information. Resolving issues promptly to ensure customer satisfaction. 4. Event Coordinator Planning and organizing events, meetings, or conferences. Communicating with clients to understand their needs. Coordinating with vendors and managing budgets. 5. Concierge Offering personalized recommendations for activities, dining, or local attractions. Arranging transportation and bookings. Addressing guest special requests. 6. Restaurant or Hotel Supervisor Overseeing staff operations in dining or lodging services. Ensuring quality standards are met. Handling guest feedback and improving service delivery. Key Skills for Hospitality and Customer Service Roles: Communication: Fluency in multiple languages like English, French, and Arabic is a strong asset. Problem-Solving: Resolving customer issues quickly and effectively. Empathy: Understanding and addressing customer needs. Adaptability: Managing dynamic environments and diverse customers. Organizational Skills: Coordinating tasks and maintaining attention to detail. Technical Skills: Proficiency in reservation systems, CRM tools, or POS systems.

Virtual assistants can transform your restaurant operations by handling various tasks efficiently, allowing you to focus on what you do best—serving your customers. Here’s how they can help: Inventory Management: They keep track of your stock levels and reorder supplies, ensuring your kitchen never runs out of essentials. Customer Service: From managing reservations to responding to reviews, virtual assistants can enhance your customer experience. Marketing Support: They handle your social media presence, schedule posts, and engage with your audience, building your restaurant's online brand. Data Entry and Reporting: Virtual assistants compile reports on sales, expenses, and inventory, giving you valuable insights into your business performance. Email Management: They organize your inbox, respond to routine inquiries, and help keep communication smooth and timely. Event Coordination: Virtual assistants can help plan and organize special events, ensuring everything runs seamlessly. By outsourcing these tasks, you can streamline your operations, reduce costs, and focus more on delivering exceptional dining experiences! #remoteworking #remoteworkers #remoteworking #outsourcingservices #restaurantmarketing #restaurantmanager #restaurantmanagement #virtualassistantservices #virtualassistants #virtualassistantforhire #customerservice #nycrestaurants #restaurantowner #foodindustry

This past weekend, I had a chance to visit New York City and stay at a 4-star hotel in Manhattan for my sister’s birthday. Excited to make her day special, I had already booked a vendor in New York to arrange birthday balloons and a cake. My plan was simple: have the hotel staff let the vendor into our room to set up the balloons and hand over the cake since I wouldn’t arrive until midnight.   So, I called the hotel to explain my special instructions. The first person I spoke with was quite rude. Her tone was curt, and she seemed unsure if she could help me. I asked to speak to a manager, but was told there was no manager on duty and that I could call back later. I was extremely frustrated. Planning a surprise from a distance suddenly seemed impossible. I was on the verge of canceling my booking.   Thankfully, my fiancé suggested I give it another try. I called the hotel again and spoke to a different staff member. This time, the experience was completely different. She listened patiently to my instructions and assured me they could help. She gave me a specific email address and asked me to send all the details there. Her kindness and clear communication made all the difference. I was so relieved and could travel stress-free, knowing everything was taken care of.   As someone who gets easily stressed when things don’t go as planned, this experience taught me a lot. I was even tempted to message the hotel's manager on LinkedIn about the initial bad experience. But in the end, the excellent service from the second staff member saved the day. It took nothing more than a polite tone, clear communication, and the ability to understand the person on the other side of the call.   This experience resonates with me deeply as a Customer Success Manager at Koorier Inc.. These are the exact qualities we look for when hiring customer service representatives at Koorier Inc.. At Koorier Inc., we strive to ensure our customers have the best experience possible, so they can be stress-free about their parcels. Our team is trained to handle every situation with empathy, clarity, and professionalism.   Exceptional customer service isn't just a skill—it's an attitude. I'm proud to be part of a team that prioritizes our customers' peace of mind. This experience reaffirmed why we, at Koorier Inc., are committed to promoting only the best for our customers.   #CustomerService #Koorier #CustomerSuccess #ExceptionalService #TravelDiaries #CustomerExperience #NYC #BirthdaySurprise #EmpathyInAction

🌟 Calling all hoteliers! 🌟 As we know, the role of a marketing manager in the hospitality industry goes beyond just promoting services. They are responsible for crafting compelling campaigns, managing social media, analyzing market trends, and enhancing the overall guest experience. But what else should we consider when hiring a marketing manager? What qualities do you believe are essential for a marketing manager to truly elevate the guest experience? Is it creativity, data analysis skills, or perhaps an understanding of customer psychology? Let’s discuss what you’re looking for in a marketing manager and how they can help your hotel stand out in a competitive market. Share your thoughts below! 👇 #HospitalityMarketing #HotelManagement #MarketingManager #GuestExperience #TravelIndustry #DigitalMarketing #HotelMarketing #CustomerExperience #MarketingStrategy #SocialMediaMarketing #BrandAwareness #TrendsInHospitality #CreativityInMarketing #DataDrivenMarketing #CustomerEngagement #HotelIndustry

Everyone falls for a bad client or customer every once in a while. This learning experience is valuable and will protect you from making similar mistakes in the future. The clients you take who you know are going be a problem that you take when you really need the money or revenue are always the worst. The more work you do, the more your spiderman sense will tingle when you have got a bad one, and the more bad ones you have, the more you will recognize that you need to walk away, the money or revenue isn't worth it. In the hotel industry we will still get front office staffs being sweet talked or intimidated into not taking payment up front for room bookings and these bad customers will check out without paying. The same thing still happens to sales employees who are desperate to hit their sales targets or for hotels desperate for sales.

I truly believe that working in hospitality, even for a short time, gives you skills that will stick with you for life. But too often, hospitality jobs get brushed off as "not real jobs." I've worked in hospitality (or hospitality adjacent roles) for 10 years. I’ve done it all—server (definitely not my favorite), guest experience specialist, assistant manager, bartender (even worse), sales coordinator, marketing coordinator, and now I’m a digital marketing manager. Here's my five big takeaways: #1: Know Your Guest Inside and Out Listening and learning from the ground up is essential (and I mean the people who are directly guest- or consumer-facing). This applies everywhere—always know your audience. #2: Read People Being able to read tone, body language, or even subtle facial cues helps you navigate conversations. It also gives you insight into how people react and what drives their behavior, which is crucial in understanding how they operate. #3: Adaptability is Everything No two days are the same. One day, you might be working on a career-defining project, and the next, you could find yourself playing therapist to a colleague. Being able to pivot quickly is key. #4: People Skills We all know someone who can walk into a room and instantly command attention. They may not be the most skilled at their job, but they sure know how to impress the higher-ups. Learn from them—it's not about kissing a**; it's about mastering the art of connection. #5: Always Cover Your Tush Cover your bases by keeping detailed records of your contributions—what you’ve done, the parts of projects you’ve owned, and more. Always have this backed up and easily accessible in case you ever need to defend your work. #Hospitality #LessonsLearned #CareerAdvice

Sales & Guest Relations: A Powerful Duo! My background in sales might seem off-the-beat for Guest Relations, but it's been surprisingly helpful! Strong communication, building relationships, and exceeding expectations - all crucial in both roles. How has your past experience influenced your current role? #hospitality #guestservice #careeradvice