THE NEW KEYWORDS OF HOSPITALITY
I want to wish you a Happy 2022, but I want to take this opportunity to share a reflection on the new keyword of hospitality.
We cannot yet consider ourselves in the post-pandemic era, but we can already draw the first lessons from what we have experienced in these (almost) two years.
Negative experiences, it is said, imprint a 'firebrand', and certainly no one will forget the economic and social tsunami that hit the world. At the same time, the same fire that has branded the hospitality industry has fuelled new models based on adaptability and on strategies aimed at 'piercing' the market by changing the order of factors and introducing new concepts in the field of digital promotion and new skills.
I AM MY BRAND
At the centre of it all is the personal branding!
Whoever wants to win over the customer, knows that the requirements are no longer only related to the location or the hotel product, but also and above all to the experience, to feeling part of a story to be shared afterwards.
GUEST EXPERIENCE MANAGER
It sounds superfluous and pleonastic to state that 'the world has changed'but, in fact, even before the pandemic, the sharpest market observers had already realised that the customer is not only looking for quality in the facilities of an establishment, but a real experience.
From this need, the figure of the "Guest Experience Managerwho takes care of the customer in the round. Many secrets of this role and the necessary skills to perform it can be discovered by reading my book "THE SECRETS OF HOSPITALITY. How to become a 6-Star Manager'.
VIRTUAL CONCIERGE
With the advent of Covid and the consequent reduction of staff in attendance, another figure has taken hold, the "Virtual Conciergewhich performs a task that is as delicate as it is essential: that of taking care of the customer at a distancebut as if it were on site, customising services and offering experiences (and expertise).
'Contact' is therefore another key word for keeping attention. The website and social media, even before the customer sets (or sets) foot in the room, are the lifeblood of the entrepreneur. To those who, therefore, only think of communication in terms of information distribution and short-term revenue, it is only fair to point out that investing in digital advertising is not only a matter of economic resources, but also and mainly of human resources.
Because behind a location there is a story, and behind a story there are peoplean indispensable factor capable of righting the rudder and steering the boat out of stormy waters.
My 'Best wishes for a happy 2022' via blog, newsletter and social media are examples of this, my digital extensions!
PRESENCE
Continuity of communication, development of storytelling, identity and brand-based online marketing have proven to be essential in keeping many structures afloat even during periods of closure: a patiently cultivated field, which will slowly reap the rewards of a intelligent, forward-looking vision.
Prescienceis not a word we use every day, but in this case it helps us to frame what has been said so far. He who possesses the precious endowment of perceive what will happen is the same as being able to reinvent and reinvent strategies of online business define new competencies.
And when success knocks on our door, the best ally will be the smile of the host. Again, the human factor (as I often say Human to Human) - expressed through empathy and friendliness - proves decisive.
Best wishes for a Happy 2022
With this last post of 2022, it only remains for me to wish you all the best in 2022.
May it be full of opportunities, serenity and happiness.
Palrmiro Noschese, "Be my guest!"
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