About This Show
Sharing hospitality industry tips and advice for hoteliers on the topics of Quality and Service. Listen in for regular interviews from the hospitality industry professionals with a proven reputation for success.
Most Recent Episode
023: The Complete Customer Experience, with Tony Bodoh
Working in the hospitality industry we all know reviews are critical. But do you know the specific ways to go from 3-star reviews to 4-star and even 5-star? Or what it means if you are regularly receiving below 3-stars, and what you should be fixing in your hotel in order to improve guest reviews?
On this episode of Hospitality Academy, Tony Bodoh is here to answer those questions. He’s an expert on the subject of customer experience in the hospitality world. We will talk about why human connection is such a defining factor for hotel guests, even in today’s digital age.
And he shares what to look for when you’re reading online reviews and surveys, the keys that will help you know exactly what to change and what to do more of in your hotel to create the complete customer experience.
Essential Learning Points From This Show:
* What is the hedonic treadmill and why should you know?
* A simple factor that separates 4-star reviews from 5-star reviews.
* How to look for little changes that have a big impact on guest experience and improve guest reviews.
* 2 simple ways to drive better sales.
* Why does your hotel’s smell matter so much?
* And so much more!
From an early age, Tony Bodoh learned the importance of connection. It’s a lesson he’s carried with him throughout his life and a message he shares with his clients in multiple industries, including hospitality. Today he is a trainer for Fortune 1000 companies in hospitality, a best-selling author and international keynote speaker.
On today’s episode of Hospitality Academy, Tony shares the wisdom he’s learned. We talk about the 3-star hotel that consistently generates 5-star reviews, how behavioral economics impacts your ratings from guests, and the best way to read reviews for maximum impact.
Tony brings up a hotel in Nashville that continues to outperform it’s competitors: it is rated as a 3-star type place so when guests arrive they have the expectation of being treated as though they are staying at a 3-star hotel. But when they are treated as if they are guests of a high-end, 5-star establishment, they are blown away. As a result, this hotel continues to outshine any of its local competition simply by going above and beyond. The staff has been trained on how