The Mirror or the Pillow: Reacting to Difficult Guest Situations

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INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE The Mirror or the Pillow: Reacting to Difficult Guest Situations Holly was a twenty-something woman who worked on my Box Office team in Vegas back around 2001. She was a good person who arrived to work each day with a smile on her face and the right mindset. However, like so many of us, Holly had a problem dealing with Guests in negative situations. Holly’s problem was about to become my problem too. One morning, soon after I arrived to work, my boss called me into his office. He had just listened […]

You’ll Shoot Your Eye Out! If TripAdvisor Rated Evil Santa

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INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE Good morning! This weekend, my children took me to the movies as part of an early Christmas present. They know that my favorite holiday movie is “A Christmas Story” and so when my middle son noticed a that there was a special showing at a local theater chain, he knew we had to go. In addition to a great afternoon, I also came up with a fun idea for this weeks Monday Morning blog. If you have never seen the movie, you should. Originally released in 1983 and set in the 1940s, […]

after they visit

Why It’s Essential to Connect with Your Guests After They Visit

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INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE Why It’s Essential to Connect with Your Guests After They Visit Connecting with our guests is essential to success. If you’ve been a subscriber of my blog, you’ve likely read my thoughts on the importance of connecting with arriving guests at the ticket counter…but what happens after they visit? To keep in contact with our guests after they leave, we must collect some important information during the ticket purchase process—their name (first name only is okay), their cell number, and their email address. This data is essential as we will use it […]

right CRM

THE NEW FRONTIER—LOYALTY PROGRAMS & CRM

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INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE THE NEW FRONTIER—LOYALTY PROGRAMS & CRM How Loyalty Programs & CRM Systems Can Transform the Guest Experience Have you ever booked a flight or a hotel using a frequent flyer or loyalty number? Most hotel and airline chains offer loyalty clubs through which customers can receive points for travel. As we accumulate points, we benefit from the loyalty program when we redeem our points for free hotels, flights, and other special perks. Moreover, these same loyalty numbers can also link to our credit cards to accumulate even more points. The more outlets […]

drive more traffic

DRIVE MORE TRAFFIC: Best Practices for Getting More People in the Door

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DRIVE MORE TRAFFIC! That’s the goal. Successful organizations understand the power that proper marketing and effective promotions have on driving higher attendance. To accomplish this, we must first get our guests’ attention. The message must be clear, concise, exciting, and compelling. It needs to grab their attention, get them to visit, and ultimately drive more traffic. Then, once they decide to visit, we need to keep them engaged and maximize their enjoyment during their visit. Finally, we must follow up with them post-visit to ensure that they had a great time and will return soon. The key to success rests with our ability to engage and market effectively through all […]

preventing employee theft

Preventing Employee Theft

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INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE Preventing Employee Theft Did you know that every year over $20 billion goes missing due to employee theft and fraud? While our industry only makes up a small percentage of this statistic, employee theft happens in our business world every day. In fact, given the right opportunity, even your star performer could be stealing from you right now. Employee theft occurs when the opportunity presents itself. How do we fight the ‘opportunity for theft?’ By implementing the policies, procedures, and accountabilities that keep honest people honest. When we place controls on our […]

Product Mix

Revenue Management & the 4 Ps of Marketing

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INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE Revenue Management and the Four ‘P’s of Marketing To be financially successful in today’s world, organizations must be revenue savy. In today’s issue of Monday Morning with Marty, we’ll explore the four “P”s of marketing and how they effect both revenue success and The Guest Experience. Product Mix. A strong product mix helps to maximize enjoyment while driving higher spending. The right combination of product offerings should connect with your target markets. Offer too may products and you risk overwhelming your guests. Offer too few and you are leaving money on the table. […]

Invest in Training

Invest in Your People with Quality Training

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INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE Invest in Training, Invest in Your People. Get on the Right Track Training can make or break an organization. The right training can set your people up for fantastic success in their new role while the wrong training can lead to their downfall. The fact is, effective training isn’t simply about reviewing company policy and signing acknowledgement forms. When we invest in training programs, our people will learn more. The best training programs follow five essential elements: Involve Me. Ask questions right from the get-go. Ask your people questions like “What challenges […]

right people

Hire the Right People

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<<Article begins below advertisement>> INTRODUCING OUR EXPANDED SUITE OF SERVICES Revenue Management Operational Execution Guest Experience Management Technology & Integration LEARN MORE Hire the Right People “First who, then what.” This is the opening sentence from Jim Collins fantastic book Good to Great. Collins goes on to talk about the importance of hiring the right people as a first priority. (His analogy is to get the right people on the bus before anything else.) Therefore, the role of any great HR department should be this: Hire good people and then figure out what position suits them best.   Be Selective. As the employer, we have a right to be choosy…provided […]

Guest Satisfaction

Guest Satisfaction: Understanding the Hearts and Minds of Our Guests

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Have you ever played the game Rollercoaster Tycoon? It simulates owning an amusement park, zoo, or attraction and challenges players to a variety of scenarios in which they make choices for their park. There are a series of metrics through which the game measures success. One of them is Guest Satisfaction. As the owner, you can scroll through any of the guests in your park to understand what they are thinking. Are they having an enjoyable time? Did they have a bad experience? Will they come back again? As a result, you have an excellent understanding of your guests and their happiness. Wouldn’t it be great if the same thing […]