Mystery Shopping Program for the Accomodation Sector

What is a Mystery Shopping Program?

"Mystery shopping or a mystery consumer or secret shopper, is a tool used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services". (Wikepedia)

Why is this important for the accommodation sector? This ensures that your policies and procedures are in place and are carried out by your people. One thing is to have it in paper. Another thing is if it's being done in actual work place. That's is what's good about evaluating your system "how customer's experience it".

What happens in a mystery shopping program? There are various program executions, as it depends on the priorities of the requestor or the organization who wants their services assessed. But in a nutshell, it traces the customer experience, from pre-arrival, arrival, guest stay and departure. Some would even look at post departure programs or customer relationship management systems in place for a more holistic approach.

That is why it is important to have an assessor that is credible and with experience. One thing is seeing it "in the eyes of a customer", but another in the shoes of a hotel operator. That is why an evaluator should have the necessary "specs" and should be able to see the whole thing in both perspectives.

If you would like to know more on Mystery Shopping and see how it could benefit your organization, feel free to email us at the thefilipinohotelier@gmail.com or call/text/viber at +639369726328.

Hospitality 360: An Encompassing Perspective for Aspiring Hoteliers and Restaurateurs

http://yhrpcclashdtm.weebly.com/contact.html

Manila, Philippines - On January 30, 2016, the National Young Hoteliers and Restaurateurs Power Conference (NYHRPC) will be held at SMX Convention, Mall of Asia Complex. Now on its 6th year, NYHRPC will be carrying the theme: Honoring the Past, Treasuring the Present, and Shaping the Future.

The annual event, entitled "Hospitality 360" is indeed a power conference, having prominent speakers, such as Sen. Grace Poe, Sen. Alan Peter Cayetano, Mr. PJ Lanot, Mr. Andre Alip, Ms. Ma. Veritas Luna, and Ms. Lhorena Valerio,
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http://yhrpcclashdtm.weebly.com/contact.html

There will also be a talk show on "The Stories of Success", led by Chef Robert Franciso and Mr. Sebastian Tamayo.

Hospitality 360, for me, is the perspective in which aspiring hospitality and tourism professionals ought to be in, as the industry, in itself, is encompassing.

There are a multitudes of facets, the industry should be learned and understood. Some would say that it is rather a simple one, its all about giving the right service, at the right time, (of course, at the right price), all the time. But this is easier said than done. It's a good thing that the variety of keynote speakers may be able to give the students actual life experiences and/or situations that may minimize the gap from what is taught from the textbook and in the classroom, to what is happening outside the "real world".

Seeing the past usually gives us enough learning so that we may move forward. To honor the past, means to give value to it, because it led to who we are today, and what has become of the industry in the present. As we live in the now, and celebrate the growth and development of what has become the hospitality of today, and then, aspire and push for further innovation; this enables us to mold our aspiring hoteliers and restaurateurs as they take on the challenge and shape the future of our beloved industry.

This, in itself, makes this event a definitely must-go-to, for all Hotel and Restaurant Management and Tourism Students.

For more details about the event, you may visit their website at http://yhrpcclashdtm.weebly.com/ or email yhrpc.dtm@gmail.com. 

Why do we have communication problems with guests?

Communication is one critical aspect of being a hotelier. But so is knowing how to listen. You can be the greatest communicator, using perfect tenses and intonations, but if you do not know how to listen, you can get yourself into trouble with your guests, or even your colleagues.

According to the International Listening Association (yes, there is one), Listening is the process of receiving, constructing meaning from and responding to spoken and/or nonverbal messages (ILA, 1996). It is a process, and has a variety of types. (see types of listening).

But to put it simply, one type of listening I sometimes see with hoteliers (and my kids) is the "I-don't-really-care-what-you-are-saying" method where the receiver is already preparing what he/she is going to say, even before the giver is finished with his/her message.

In my experience, listening with empathy, with an attitude of "I-really-want-to-help-you-so-I-will-listen-not-only-with-my-ears-but-with-my-heart" kind; where the receiver listens with the intent to really seek out the core of the message. This proves to be very effective during complaints of guests, where sometimes, the concern is petty, but the guest just really wants to be heard and acknowledged.

What about you? Have you had any experience where you got into trouble because you misunderstood or spoken out of time?

National Master Trainers and National Master Assessors on Front Office Operations Training

Subic, Olongapo - Last July 13-18, 2015, a total of 18 participants from both the academe and hospitality industry practitioners, converged to attend the recently concluded National Master Trainers and National Master Assessors on Front Office Operations. The said "Train the Trainers" program was facilitated by ASEAN Master Trainer and Tourism Industry Board Chairperson and President, Ms. Anabelle Ochoa Moreno, and ASEAN Master Assessors, Mr. Felix Casin (LPU Manila Instructor/Hotel Jen), Ms. Michelle Baruc (LPU Batangas Instructor) and yours truly (hospitality consultant, resource speaker and creator of TheFilipinoHotelier hospitality blog). A convergence project promulgated by the Department of Tourism, Technical Education and Skills Development Authority, and the Tourism Industry Board Foundation, Inc., the training successfully engaged the participants to learn the ASEAN toolbox, the essence of Competency Based Training and Competency Based Assessment, and its role in the bigger picture and preparation for the ASEAN Integration by the end of the year. 

Participants from various regions were represented, and the following proved "Pass Competent" under the National Master Trainers: Ms. Maria Cristina Galang (Region III), Mr. Alvin Tan (Region IV-B), Ms. Jonna Kathryn Pasion (Region XI), Mr. Leomar Nepomuceno (CAR), Ms. Raquel Raymundo (NCR) and Mr. Freddie Quinito (NCR), who topped the class and named "Best Trainer".

For the National Master Assessors:

Mr. Elcer Cuenca (Region III), Ms. Maria Angeline De Claro (Region IV-A), Mr. Arthur Digman (Region IV-A), Mr. Abregale Joseph Monzon (Region IV-A), Ms. Maria Czarina Rancap (Region IV-B), Ms. Cynthia Fuentebella (Region V), Ms. Kristin Estores (Region VI), Ms. Lizette Billones (Region XI), Ms. Catherine Samson (CAR), Ms. Angelina Blanco (NCR), Ms. Bernadette Caballes (NCR) and Ms. Ma. Elizabeth Quirante (NCR), who proved to be the groups' "Best Assessor" in the said program. 

At the end of the activity, Director Rica C. Bueno under the Office of Tourism Standards & Regulation, Department of Tourism, ended the program with a positive note; depicting hopeful expectations on manpower development and elevating the quality of the Philippines' tourism professionals through the help of the new National Master Trainers and National Master Assessors. 

Two Bellmen: JW Marriot's Must-See Short Film

As described in the short film's official YouTube post:

"Two Bellmen is an action-comedy from Marriott Content Studios about, well, two bellmen who prove their company loyalty when the JW Marriott LA LIVE comes under siege by “The Purple Panthers,” the most notorious smash and grab art thieves of our time. The film is a comedic, genre-bending explosion of parkour, martial arts, dance and music action, and features the biggest stars from the hip hop and B-boy dance worlds, including leading Hollywood stuntmen William Spencer (SPIDER-MAN; SPIDER-MAN 2) and Caine Sinclair (NBC’s Grimm; How I met Your Mother) as The Bellmen. The cast also includes Henry Simmons (Marvel’s Agents of S.H.I.E.L.D.); Miles Brown aka Baby Boogaloo (ABC’s Black-ish); Sophina Brown (Shark; Numb3rs; The Good Wife); noted B-boy dancer Josue "Beastmode" Figueroa (Southland; STEP UP REVOLUTION); Josue Antonio (STEP UP series; The LXD); Taryn Southern (The Single Life); and So You Think You Can Dance hip hop legend, Stephen “tWitch” Boss (STEP UP films; So You Think You Can Dance; MAGIC MIKE XXL), as well as other amazing talents from Substance Over Hype. The music and dance world is also fully represented, with AMP Live, Scarub, and Fingazz all making appearances. Presented by JW Marriott: http://www.jwmarriott.com

As a reaction, the short film highlights on two characters (bellmen) that are both good in what they do, but motivated in two ways, one by his passion for his craft, and another, well, his monetary gains in terms of tips.

There are several instances of Service Quality Standards that solidifies the Marriot brand in this movie. One would be attention to detail. The passionate bellman, one of the lead characters that carry himself and his role in the hotel as "the life and blood" of the operation, is very detail-oriented, to the point that he "blacks out" uncomfortably, if a service blueprint (i.e. unaligned painting) is out of standard. He expresses initiative in his work, pro-actively offers his service, unknowingly, even to the thieves. He is passionate in his work, to the point that he treats high-end luggage in adoration.  His level of commitment to his job, and his superior, is but a manager's dream, to the point that he is "willing to die" for it.

On the other hand, although the other bellman would have a certain level of "swag" in terms of what he does, his acrobatics does not define his true heart for the guest. In the end, the opposing characters would have to work together and save the day.

As a whole, this short film is a must-see, for hospitality professionals who would like to revive their "first love" for what they do; a good reminder on authentic service that comes from the heart. In an imperfect world, and in an imperfect hotel operation, it is the ability to work together and make things happen, is what matters to be a success.


To watch the film, click here.

Paper-Free Electronic Check-in: Another Industry Innovation

In one of the entries we made last December on the Rise of the Machines, where efficiency is related to industry innovations and technology is paving way for a more practical, environmental-safe, and efficient practice, here is another addition available for hotels.

With the availability of online/web check-in, and self check-in kiosks that minimize line queues, for paper-less transactions, there is a technological advancement that makes paper guest registration cards, a thing of the past. That is, the paper-free electronic check-in.

Paper-less check-in at the Himalayas Qingdao, Photo courtesy of  www.hotelmarketingstrategies.com

Not only contributing to make this world a better place by saving paper wastage, as hoteliers, especially for Front Desk staff, I know how you can relate when you try to decipher scribble handwriting when you encode the guest details into your PMS, from the guest registration card. Now, an application is available where the guest can directly electronically write their complete details, and then automatically loads it up to the PMS; making registration real-time, and efficient.

Is the Philippine industry ready for this advancement? Other than the international chain brands, would independent small to medium scale hotels be willing to invest in such an application? Do you think this would be useful for the hoteliers and guest alike? Let us know your thoughts.

An Interview with Mr. Osvaldo Torres Cruz, Experiential Hospitality Expert

TFH: The Filipino Hotelier hospitality blog, and its readers of hotel and restaurant management and tourism students, aspiring hoteliers, and professionals who want continued growth, is truly blessed and honored to be able to learn from an established professional, and expert/consultant and trainer on guest experience and Experiential Hospitality, Mr. Osvaldo Torres Cruz (OTC).

TFH: Osvaldo, thank you for granting our request to touch base.

OTC: Thank you for giving me this unparalleled opportunity to be in touch with colleagues of our fascinating industry. It is a real pleasure to share my experiences and insights about the art of assisting others.

TFH: Currently, you are a Hotel Butler, and an author of a hospitality blog called Guest Experience Design. May we ask your career development, how did you develop into who you are right now, as well as why you came up with this valuable resource on the hotel guest experience?

OTC: You are right. I started as a Butler almost 11 years ago and ever since I have been working on turning the guests’ hotel stays into positive holistic experiences.  The Hotel Butler position has given me the possibility of finding answers to questions like:

1-Why does the guests need to be assisted?

2-How would they like to be assisted?

3-Who is the person which is requesting to be assisted?

4-What is an experience and how it is created in the guests´ mind?

5-What should I do when offering hotel services to get into the guest mind and to make him feel understood?

Along with my daily interaction with the guests and the theoretical knowledge obtained by studying by myself some useful sciences like Behavioral and Cognitive Psychology, Cultural Anthropology, Sociology, Neuroscience, Marketing, Neuro-Linguistic Programming, etc., I was able to create the concepts of what I named Experiential Hospitality.

All my learning and insights have been written in several articles since 2008, all of them published in different websites, magazines and blogs of the Hospitality Industry, which represents a huge achievement in my professional career.

TFH: Not a lot of people have the same passion and heart for the guest such as you. In looking at the Hotel Guest Experience, if you were to highlight the elements, which one do you think is the most critical for hoteliers, especially front liners, to focus on?

OTC:  That is a good question and a critical topic to be discussed in our Industry nowadays. I have a personal motto: If I treat others the way they would like to be treated and if I assist others the way they would like to be assisted, then they will treat me the way I would like to be treated.

It means that all Hoteliers must consider that the guests are human and emotional beings like we are, so they should be respectfully treated and moreover, as each of them is different and unique, we must get to know them individually in order to discern how they would like to be assisted.

The hoteliers should have high Intelligence quotation levels like: Emotional, Cultural and Social ones.

When I deliver my training courses and lectures I always ask the audience to think about how important is for them  the others’  happiness, because our main goal is taking care of the others. We cannot forget that Hospitality word starts with H, which stands for Human being.

In general, hoteliers should focus on how to get to know deeper the assisted guests in order to be able to offer them something different to elicit positive emotions and feelings and when this happens, will be kept in the guests’ minds as unforgettable memories.  This is all what Experiential Hospitality is about.

TFH: In learning more about the Guest Experience Design and the customer journey, what kind of training/practice would you recommend to industry professionals?

OTC:

As I mentioned earlier, hoteliers must learn about Behavioral and Cognitive Psychology since it will help them to understand and predict the guest’s behavior in the hotels. Cultural Anthropology will give us valuable tools to understand how culture influences on the way the guests’ perception of reality and how much all this will have an effect on their behavior and our relationship with them.

Last but not least is Neurosciences. It provides to us a lot of tools to understand the guests’ minds and also get a better position in the hotel market.

TFH: For aspiring hoteliers, what should they expect in the industry? What skill sets should they learn in order to prepare them for the hospitality trade?

OTC:

To respond this question I would like you to read an article I wrote:

http://www.hotelnewsresource.com/article80155.html

The best I have got from all my working years in this industry is that I have become a definitely better human being and this fact is priceless.

TFH: As a consultant/trainer, what services do you offer and how may interested parties contact you for further information?

OTC:

I offer Consultancy in Experiential Hospitality. This means how to design positive and holistic guests’ experiences. This training must be taken by people covering any position in the Hotel, since each of us is important. No matter if you are in the front line or not. We cannot forget that if I am a receptionist I cannot make the guest feeling happy if I am not happy myself. Also my daily interaction with all my peers will influence my emotional level.

I do as well, Hotel Butler Training, which is considered in the Experiential Hospitality, the manager of the guests’ experiences by excellence.

I have my website in www.hotelguestexperience.blogspot where any interested parties can visit it and will have further information about my services.

TFH: Thank you for your valued time, in giving words of advice and guidance on Guest Experience Design, the customer experience and Experiential Hospitality, Mr. Cruz. We hope to learn more from such an astound professional, such as yourself, next time.

OTC:

Thank you very much. It was a real pleasure to share words with you. I wish all of you a lot of success in your work, studies and lives. Anytime you will need my support do not hesitate to contact me. I really appreciate your time. Best wishes.

For valuable information and further details on Guest Experience Design and the customer experience, you may visit http://hotelguestexperience.blogspot.com/.