Leading Hotels of the World just hosted their annual meeting at which the theme of the opening remarks was:
The message was clear: in order to survive in times like these, emotional connections, high respect, and a stratospheric amount of creativity are essential to maintaining and generating clients that are “Loyal Beyond Recession.”
The meeting focused on an innovative approach for attendees: simulations and role playing to enhance their loyalty programs and the guest experience. This would seem to be a good start.
Interspersed throughout the meetings were several interactive break-out sessions, during which hoteliers were asked for their feedback about a variety of topics and new initiatives. Subjects included specific marketing tactics for city, as well as resort hotels, the induction of a staff training program called Leading Learning Institute, the revamping and transformation of Leading Hotels’ loyalty program Leaders Club, and the implementation of individual marketing plans for member hotels.
In a challenging environment hotels will need to distinguish themselves from the competition.
Greetings Stepping Stones:
Interesting article. Marriott.com and Insiders make evident how far ahead of the curve Marriott is with 'engagement' and 'customer experience.'
The takeaway is that Marriott is beyond training, and into implementation!
On an optimistic note, I'm hoping that 'complimentary Broadband/Wifi' for Elite at all brands will be implemented along with many other ideas that Insiders have identified as added-value for their continued loyalty.