With the dramatic revolution in hospitality property technology, social media and competition, how has customer service changed?

Welcome to another edition of Hospitality Property School.

Today I’m going to look at how customer service has changed in the hospitality property industry.



Basically, customer service has not changed. It has always been, and ought to remain, the same.


Customer service is about giving a customer what they need and making sure they are happy with what you have delivered. Whether it’s responding to a question, resolving a problem, or satisfying a request, it’s about fulfilling wishes and making people delighted.


So, is this a question we never need ask?

Of course not!


While the basis of great customer service is timeless, there has been a swing in the way hospitality businesses can connect with guests and ways they can use to present the quality service all guests desire. Also, the needs and expediencies of guests have changed.


It is reported that 97% of worldwide consumers say that customer service is essential in their selection of and loyalty to a hospitality property brand and 76% say they see customer service as the true test of how much a property values them. Hospitality companies need to adopt any process that allows them to improve their quality of customer service.


There was a great article published on SiteMinder called “4 Fascinating Ways Customer Service has Changed in the Hotel Industry” on November 24th, 2017 that shared a few examples of how the past and present have deviated.



Change number #1
Guests have a new set of expectations

Where travel may once have been a novelty and a rarity, it’s now an accepted part of everyday life for most people. It would be strange to not take a few trips each year, either for work or leisure. In fact, 83% of survey respondents now view travel as a right, not a luxury.


This means guests will have preconceived expectations about their stay at a hotel and if it doesn’t match the standards they set in their own life, there’s going to be problems. They want unique and exhilarating experiences but also expect a certain level of control over their stay.


Customers expect you to honour the same offers in all channels; online, in person, on mobile, or over the phone, and they expect you to let them move between channels without it being a hassle. A credit card given over the phone should be saved on file for when the customer is at the hotel.


The definition of timeliness has also evolved from a customer standpoint. They now expect 24-hour service and an almost instant response to any enquiry they have.

Customers now expect 24-hour service and an almost instant response to any enquiry



Change number #2
Technology makes service easier on both sides of the fence

The constant progression of technology like mobile, apps, and in-room features makes it much easier for guests to lodge their requests, and for you to answer them. It’s now a simple task to stay in touch with guests throughout the booking journey to accommodate their needs at all times.


Pre-stay, hotels can give guests the choices of whether to check-in prior to arrival, of upgrades, of optional amenities and of early check-in. Upon arrival, guests may speak to a front desk clerk or go to a self-service kiosk to pick up keys, even go straight to their room via mobile check-in and room keys. During the stay, guests can order or book amenities at the touch of a button from a tablet in their room.


As Virtuoso CEO Matthew Upchurch brilliantly puts it: “Automate the predictable so you can humanise the exceptional.”



Change number #3
The world has gone mobile

Travellers are now extremely self-reliant thanks to the emergence of smartphones. They can now research, learn, navigate, and make bookings from the small device in their pocket.


Instant access to information is now taken for granted. As customer-centric businesses, hotels need to be active in the mobile space, without exception. This means possessing a mobile-friendly website, creating a mobile app, selling mobile-only promotions, and integrating in-room technology with mobile technology. The fact that over 75% of transactions will be completed via mobile by 2020 should be enough to convince reluctant properties of this necessity.


Mobile is simply a better and faster way of doing business. More than 70% of consumers already stopped doing business with a company because of a bad service experience. A poor mobile interaction could be the catalyst for this is hotels don’t get it right.



Change number #4
Social media is providing new opportunities (and potential pitfalls)

Over the past decade, social media channels like Facebook have steadily infiltrated and influenced our daily lives – so much so that the majority of the content we consume is via social media. Businesses naturally have a strong presence there (if they don’t, they should!) and customers expect to find inspiration, knowledge, and entertainment there.


Social media is a fantastic way for hotels to build and engage with their audience in new, exciting, and more personal ways. It can really help to make life more fluid for guests if they can book right there from a Facebook page and live chatbots or assistants can provide almost instant 24-hour help.


However, social media is a very public forum and the visibility of negative comments from disgruntled guests can be very high, meaning businesses have to be even more vigilant with how they deal with customers and what information they make public. Any delay in responding to comments on social media could be dire, with 66% of users expecting a response within 24 hours.


The most important thing to remember is that it takes more than a friendly smile to deliver a great guest service – it demands hotel systems that are set up to provide consistency across all channels that involve guest interaction.


If you have any stories about how customer service has changed and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.



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That’s it for this session of hospitality property school.

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So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.




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