Did you know?
73% of hotel guests want local recommendations when surveyed for the Monscierge Guest Experience Management (GEM) Report.
Imagine that you come across an industry report detailing what to expect in your field over the next decade - a glimpse of the future.
Jarred M. Abney, Front Office Manager, Marriott Wardman Park Hotel, Washington DC
When Monscierge first set out to define what today’s complete guest experience was missing and what could make it better, we scoured industry research. We wanted to know what guests say they actually want from the hotel when it comes to the information they seek. In other words, “what is the most commonly asked question the front desk has to answer?”
Not only did we not find any sort of comprehensive research, but we also failed to uncover any sort of comparisons of other products like ours in the hospitality industry - for example, how they differed by brand or comp set. So we decided to conduct the research ourselves and compiled a report based on our findings.
73% of hotel guests want local recommendations.
Top 5 most commonly asked questions at the front desk:
1. Hotel Information
5. Flight Info Boarding Pass
Independent focus groups consistently confirm that the presence of interactive technology increases brand value.
The customer experience has emerged as the single most important aspect in achieving success for companies across all industries.
We spent a number of months interviewing guest and hotel staff, along with industry experts. Our findings are based on interviews with over 1000 hotels across 5 different countries and over 1,000,000 hours of usage data from our interactive systems.
As we revealed our findings to the major hospitality brands of the world, we discovered that this information was extremely valuable and useful. Due to the demand we received, we decided to make our research available annually in our GEM (Guest Experience Management) Report. Download our 2012 GEM Report here.