Ask the Author: Monica Or
Answered Questions (2)
Monica Or
I am currently working on my next book 'Star Quality Experience - The Hotelier's Guide to Creating Memorable Guest Journeys'.
The reason I have decided to write this book is because the advice given to independent hoteliers is that they always have to go above and beyond their guest expectations. To surprise and delight them. This is wonderful advice for the first time guest to your establishment, but how do you continue to do this with your regular guests, without it becoming contrived?
For this book I have carried out in depth interviews with numerous hoteliers in the luxury boutique sector to find out their secrets of what they do to continually be successful, and to find out why their guests return to them again and again.
From these interviews I have put together a model that reflects the guest journey and looks at the touch points of where hospitality professionals can make a real impact on the guest whilst staying with them, and in doing so create a memorable experience for them.
This book will meet the needs of independent hoteliers who want to be able to add unique touches to their guest experience and will teach them to emotionally engage with their guests. This will enable them to create a point of difference that will set them apart from the branded chains.
The reason I have decided to write this book is because the advice given to independent hoteliers is that they always have to go above and beyond their guest expectations. To surprise and delight them. This is wonderful advice for the first time guest to your establishment, but how do you continue to do this with your regular guests, without it becoming contrived?
For this book I have carried out in depth interviews with numerous hoteliers in the luxury boutique sector to find out their secrets of what they do to continually be successful, and to find out why their guests return to them again and again.
From these interviews I have put together a model that reflects the guest journey and looks at the touch points of where hospitality professionals can make a real impact on the guest whilst staying with them, and in doing so create a memorable experience for them.
This book will meet the needs of independent hoteliers who want to be able to add unique touches to their guest experience and will teach them to emotionally engage with their guests. This will enable them to create a point of difference that will set them apart from the branded chains.
Monica Or
The reason I have decided to write this book is because for the last ten years there have been television programmes being made on how to solve problems that independent hotel owners have been facing. Namely “The Hotel Inspector” where award winning hotelier Alex Polizzi and in the earlier series Hotelier Ruth Watson assisted these businesses to improve. They solved some of their underlying problems and showed them how to make over a bedroom or area of their hotel. In many cases these are failing businesses which needed guidance in how to operate more successfully.
From analysing these programmes and working with independent hotel and restaurant operators myself I have been able to clarify the common problem areas and the solutions needed which is much more in depth than just training staff in customer service and having a making over.
From analysing these programmes and working with independent hotel and restaurant operators myself I have been able to clarify the common problem areas and the solutions needed which is much more in depth than just training staff in customer service and having a making over.
About Goodreads Q&A
Ask and answer questions about books!
You can pose questions to the Goodreads community with Reader Q&A, or ask your favorite author a question with Ask the Author.
See Featured Authors Answering Questions
Learn more