Tag Archives: hospitality

Customer Service is Never Out of Your Control

Customer Service is Never Out of Your Control

GUEST POST from Shep Hyken

Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing.

Upon checkout, I was asked, “How was your stay?”

I responded, “I love this hotel. It’s too bad about all that noise from the road construction.”

The front desk employee practically cut me off and curtly stated, “It’s out of our control.”

Of course, I knew it wasn’t the hotel’s fault. I didn’t blame them, but she was quick to point that out anyway. I can only imagine how many similar complaints she has heard from numerous guests over the past few weeks and will hear from many more until the project is over. She obviously has become annoyed by hearing the same complaint again and again, and somehow lost empathy or sympathy for her guests.

So how do you communicate something like this, that’s “out of your control?” Here are a few ideas using the hotel as an example:

  1. Respond With Empathy – First, respond to any and every comment about it with sympathy and empathy. Act like you care. You could say something like, “I understand how you feel about the noise. I wish we could do something about it, but the city of Las Vegas is preparing for the big race later this year. I’m sorry this happened.”
  2. Apologize – It may not have been your fault, but that doesn’t mean you can’t say, “I’m sorry this happened,” which is how I ended the empathy statement above.
  3. Be Proactive – If enough guests are complaining about something that is completely out of your control and you know the problem is going to continue, proactively inform them when they check in. You can even put a note in the room to warn them about the problem that really is out of your control.
  4. Come Up With a Solution – This may or may not be possible. In this example, the hotel could offer free earplugs. While it’s not their fault and really is out of their control, they could show a sign of effort to manage the problem, even if it isn’t the perfect solution.

A problem may be out of your control. That’s okay. What’s not okay is to use “It’s out of my control” as an excuse. Instead, see it as an opportunity to show empathy and care for your customers. It’s the words you use and the way you say them that counts.

Image Credits: Shep Hyken, Pexels

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The Future of Augmented Reality in Hospitality: Enhancing Guest Experiences

The Future of Augmented Reality in Hospitality: Enhancing Guest Experiences

GUEST POST from Art Inteligencia

In an era where technology continues to shape industries, the hospitality sector stands poised to revolutionize guest experiences through the use of augmented reality (AR). By seamlessly integrating the digital world with the physical realm, AR presents an array of opportunities for hotels and resorts to enhance customer satisfaction and create unforgettable moments. Let us explore two compelling case studies that showcase the transformative power of AR in the hospitality industry.

Case Study 1: Enriching Exploration and Education at a Resort

Imagine checking into a picturesque resort nestled amid rolling hills and lush greenery. Upon arrival, guests receive an AR-enabled tablet or smartphone, unlocking a world of interactive experiences. Through the device’s camera, augmented reality enhances their exploration of the resort’s surroundings. By pointing their device at different landmarks, guests receive real-time information, historical facts, and even personalized recommendations.

For instance, as guests meander through the resort’s gardens, AR overlays can provide details about the plants and flowers surrounding them. They can also engage in an educational treasure hunt, where virtual markers guide them to explore hidden aspects of the resort’s history and heritage. Such immersive experiences not only entertain but also create lasting memories, allowing guests to feel truly connected to their environment.

Case Study 2: Personalized Assistance and Immersive Marketing in a Hotel

In a bustling city hotel, AR can completely transform the way guests interact with their surroundings. Using a dedicated app or AR glasses, visitors can access a ‘virtual concierge’ capable of providing personalized recommendations, booking services, and suggesting nearby attractions. By simply scanning a physical map, AR overlays can dynamically highlight points of interest and offer detailed information on each location.

Furthermore, AR can revolutionize marketing efforts within the hotel itself. By displaying virtual content on interactive screens or AR glasses, guests can visualize room options, amenities, and customizable features. This immersive approach eliminates the need for traditional brochures and catalogs, enabling hotels to present their offerings in a visually captivating and dynamic way. As a result, potential guests gain a more accurate understanding of their choices, leading to better decision-making and increased satisfaction.


The future of augmented reality in the hospitality industry is filled with promise. As demonstrated by the compelling case studies above, AR has the power to elevate guest experiences to new levels. By providing personalized recommendations, offering immersive educational opportunities, and enhancing marketing efforts, hotels and resorts can set themselves apart from the competition, delighting guests and fostering strong customer loyalty. Embracing the potential of AR will undoubtedly shape the future of hospitality, paving the way for unforgettable memories and enriching interactions in an increasingly immersive world.

Bottom line: Futurology is not fortune telling. Futurists use a scientific approach to create their deliverables, but a methodology and tools like those in FutureHacking™ can empower anyone to engage in futurology themselves.

Image credit: Pixabay

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