5 of the best must-watch TED talks for hotel managers
As a hotel manager, you will always be looking for new ideas, inspiration, and strategies to improve the way you run your business. Whether you search through blogs like this, other websites, webinars, or events, there is never a shortage of resources at your disposal.
One avenue you may not have explored so far is TED talks.
Although TED started in 1984 as a conference for technology, entertainment, and design, it now covers almost every topic and has been held annually since 1990.
TED attracts expert speakers in many fields to deliver powerful talks, with the aim of spreading innovative and influential ideas. The very premise is to be as engaging as possible and to help the people who are in attendance.
While TED talks directly related to the hotel industry have been sparse so far, there are some that stand out as very useful for hotel managers.
Big data is better data
Speaker: Kenneth Cukier
Talk duration: 16 minutes
In this talk Cukier breaks down exactly what big data is and its benefits. He asserts that big data can be used to analyse trends and learn more about customer behaviour. This can help hotel managers focus their efforts on the activities and features they know their guests will enjoy.
The ability to customise hotel offerings based on data could make a huge difference to the service they provide. For instance, giving guests wearable technology and collecting data could allow hotels to understand when the most popular check-in and check-out times are, or when most people go to the pool or book in for a massage.
10 top time-saving tech tips
Speaker: David Pogue
Talk duration: 6 minutes
As we know, time is precious within the hospitality industry. The more time you can save the better your service will be, and the more revenue you can drive. Pogue says technology should be seen as something that can optimise your time, eliminating the time-consuming processes you’re used to doing manually.
Automation is the major advantage of technology systems at your hotel. He examines ways you can be more efficient at the front desk and in the hotel room, so your guests are always satisfied and your reviews are enhanced.
What’s next in service for the hospitality industry, a culture of care
Speaker: Jan Smith
Talk duration: 16 minutes
Maintaining a consistently high level of customer service is one of the most important considerations for a hospitality business. However, this can be difficult when staff are coming and going – or don’t have the necessary passion for their job. Some will overperform, but some will grossly underperform.
Creating constructive work conditions will help manage this. Here, Smith talks about the relevancy of how a culture of care can have a positive effect on both employees and customers in a hospitality environment.
Hostmanship: The art of making people feel welcome
Speaker: Jan Gunnarsson
Talk duration: 9 minutes
First impressions are everything at a hotel. When a guest walks through the door and checks-in, the experience they have in the first few moments will usually set the course for their entire stay. If it’s negative, any inconvenience in the future will be less tolerated.
Gunnarsson believes improving customer experience is not about implementing clever strategies and tactics, but rather about changing the attitude you bring. He discusses Hostmanship, a concept that deals with sharing a part of yourself and your knowledge with others to make them feel welcome. His philosophy is one that has the potential to provide new insights on how to deliver great service and care at your hotel.
Be a hospitalian
Speaker: Bobby Stuckey
Talk duration: 8 minutes
Stuckey is of the opinion that true hospitality has declined in many businesses. He tells the story of what it means to actually be hospitable to your guests and customers. It’s not about following through on what you offer, or performing the minimum requirements. It’s more about being receptive to your customers and responding to their needs.
Understanding how your customers feel and think at any given time allows you to serve them in the most personal way possible, giving them no reason but to enjoy themselves and visit your hotel again. Stuckey discusses the distinction between service and hospitality as he sets out to explain why they’re not the same thing.