Business or pleasure?

Is your establishment’s target market mainly guests who visit on business or pleasure?

As a hospitality and tourism industry expert, you probably don’t need me to explain to you why it is necessary to know your target market. The problem is, we get so used to our target markets, that we sometimes forget that they are also people, and people change.

As our environment, whether it be our technological or our physical environment, undergoes certain evolvements, we tend to change with it eventually. Therefore, as an accommodation establishment, restaurant or venue, it is important to keep up with trends in the industry.

Here are three trends TMG noticed feature in certain sections of the hospitality and tourism industry that you as a professional in the industry probably need to consider:

Environmental Responsibility:

This is not only a trend, but also a necessity. It has come to TMG’s attention that many travellers prefer accommodation at establishments that prove to be environmentally responsible. Guests are even willing to give up certain levels of comfort for this.

Kids entertainment:

Guests travelling for pleasure normally include families. Families often require some entertainment for children, which includes jungle gyms, swimming pools, and possible movie nights for when parents want to enjoy a romantic dinner. It is also important to remember that parents are well educated on this subject and therefore your establishment is automatically expected to provide them with service that will exceed their customer expectations. Think educational and try to include outside activities for kids. Take them on treasure hunts or short kids’ hiking trails. Use your environment and be creative.

Wi-Fi:

Businessmen are often on the road and with the fortunate evolvement of cell phones, computers and emails, many people unfortunately do the work of three or more by themselves these days. Wi-Fi has always been a luxury and not too long ago only top hotels and restaurants provided the service. Today, however, more and more hospitality and tourism establishments are adding this to their list of services and these establishments are the ones who become popular amongst business travellers especially very quickly. If business guests form part of your establishment’s target market and you do not provide your guests with Wi-Fi, you will need to revise your list of services.

For more tips and ideas on how to exceed your customers’ expectations, perhaps you should contact TMG and attend one of our workshops? Contact Renate on 082 336 1562 or enquire@travellingmystery.co.za for more information.

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Upcoming Travelling Mystery Workshops

TMG Workshops for April

TMG Workshops for April

With April slowly, but surely approaching, Renate is planning some really fun, interactive workshops for you and your staff. Here are the topics to look forward to in April:

1.       Creating your own hotel wheel

In this workshop you will learn how to identify the different touch points between hotel staff and guests. It is ideal for managers and lower level employees as you will be able to understand the complete customer journey and the different areas of interaction where you have an opportunity to engage and impress. Bring pencils, paper and creativity and let’s roll out the hotel wheel!

2.       Creating your own customer journey map

In addition to the hotel wheel, we also learn a bit more about the customer’s journey. We identify different target markets and their different touch points. We also identify areas which might need some attention within the customer’s journey, and some advantages and opportunities we might have missed in between. This is a great way to review your customer service delivery and current engagement with guests. The workshop will assist you to take a look at things from another angle – put your thinking caps on and let’s think outside the box for a while.

3.       What are the customer service issues in SA’s Hospitality Industry?

Take a look at the different challenges faced in South African hospitality with regards to customer service. Renate gives you an outline of Travelling Mystery Guest‘s observations and experiences, after which some interactive brainstorming and discussions will guide you to ideas and solutions to overcome some of the customer service challenges you face within your hotel, guesthouse or restaurant.

4.       How to increase customer service in South Africa

This is a follow up on the workshop above, looking at case studies and research done on the customer service challenges faced and considering possible solutions and the outcomes thereof. This workshop will also give you some tools to use with regards to staff management and training, as well as establishing a feeling of loyalty and trust among all staff members within your hotel, guesthouse or restaurant structure.

Remember that Travelling Mystery has made it easy for you by presenting these workshops at your establishment. For bookings, contact Renate on 082 336 1562 / enquire@travellingmystery.co.za.