The Power of Follow Up – High Tech or High Touch?

We all deal with technology daily, whether it is one of dozens of social media outlets, responding to a guest review, using an app as either a consumer or service provider or simply emails.

To those of us over 40, we may recall when we were promised computers were going to make our lives simpler and shorten our work week.   While we likely agree that technology has increased our capabilities, I do not know many of us that have found the work week to be anything but more complex, as those potential capabilities have added many more duties and activities.

This column is a snap shot message – the power of follow up.

Like most of us, I have more than one computer and my 17″ laptop Dell failed for a 2nd time over a 4 year period. Complete freeze – would not boot, and luckily for me, it was a back up unit and I had opted for  a service plan with Data Doctors after the 1st failure.   They analyzed the problem, offered several solutions and two days later returned it to me with a minimal bill for parts.   It is now almost completely rebuilt and things seem to be in order.

The follow up came today with a phone call from the tech who serviced my unit.   Without prompting, he called me to see if it was working as it needed to be.   This was a highly unusual event – the follow up from email evaluations accompanies most tech situations, but someone taking the time to reach out PERSONALLY was an unexpected and pleasant surprise.

The cost to Data Doctors?    $000.00

The benefit to me?  The sense that someone actually cared about how their quality of work affected me!

Which was this – high tech or high touch?  The answer is both.

In hospitality, we need to remember this fact – guests want to be appreciated and valued, and that includes the sincere, genuine attention that cannot be scripted or mandated by a brand standard or rule.  It needs to come from us – the hotel owner, manager and associate!

There are many ways to identify those unique touch points, and we @HospitalityEducators.com can help you find them.

About John J. Hogan  

John J. Hogan, CHA CMHS CHE CHO is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events.

He is Co-Founder and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.

Specific new services, workshops and keynote topics can be found at  johnjhogan.com , including

  • WHAT THEY DON’T TEACH YOU AT HOTEL SCHOOL

  •  IT’S THE SIZE OF YOUR IDEA, NOT THE SIZE OF YOUR BUDGET

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

Certified Hotel Administrator (CHA), Certified Master Hotel Supplier (CMHS), Certified Hospitality Educator (CHE), Certified Hotel Owner (CHO)

Contact: John Hogan John.Hogan@HospitalityEducators.com /              602-799-5375

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Recommended Reading – Business History of a Technology Innovator

making the world better

 I was surprised to see so many IBM retired and former employees reviewing and quoted in this book, but on reflection that makes sense. IBM for the past 100 years now has played a major role in the evolution of both US and global business history.

The book at times is a bit too anecdotal for the person who may not be a techie or who may not care about the details of some of the IBM story but overall it hits the mark.

In the three major sections, they cover:

1.   The science – this is the pioneering segment of how to move from the incredible basics to the foundations of meaningful technology for the every day person.

2.   Thomas Watson Sr had adopted the slogan “THINK” in 1911 and section 2 addresses the evolution of creating economic value from knowledge. IBM did not do everything “right” but they did help to create the concept of the modern corporation.

3.   Making the World Better completes the circle and shares global stories of balancing business, values, ethics and profitability while dealing with governments and greed.

Regardless of how one feels about certain kinds of computers or high tech, this is worth the read.

About John J. Hogan  

John J. Hogan, CHA CMHS CHE CHO is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is Co-Founder and Chief Learning Officer of HospitalityEducators.com, which was founded in 2010 as a solutions center for hotel owners and managers. He is also the Principal of HoganHospitality.com, which offers hotel expert witness services and hospitality consulting.  Specific new services, workshops and keynote topics can be found at  johnjhogan.com 

He is currently working with his partner Kathleen Hogan and others on several new projects including the HOTELIERMASTERMIND series, an eBook series with Howard Feiertag on hotel sales, two new web sites and a fresh set of Keynote and Workshop programs, hospitality services and columns.

Certified Hotel Administrator (CHA), Certified Master Hotel Supplier (CMHS), Certified Hospitality Educator (CHE), Certified Hotel Owner (CHO)

Contact: John Hogan John.Hogan@HospitalityEducators.com /              602-799-5375


A surprising selection (to some) of the Best Hotel In the World and Observations from HospitalityEducators.com

 Observations from    HospitalityEducators.com on the          “Best Hotel in the World”

We all have preconceived notions of the word “best”.  When defining the “best hotel in the world”, that definition will likely have different connotations for most of us.

Does the “best” have to be part of a brand? Does it need to be in a major city?

Must it have all of the latest in high tech amenities, or does high touch play more of a role?

In these days of instant communication of information, traveler reviews, 3rd party quality assessments and more, identifying the “best” may be a challenge.  Or perhaps not.

 Image: Singita Game Reserves

Travel + Leisure just declared Singita Grumeti Reserves in Tanzania’s Serengeti National Park to be the best hotel in the world.

It received a score of 98.44 out of 100 on a list based on reader surveys.
The hotel, which is made up of two lodges and a tent camp, offers unparalleled luxury in the thick of the wild.

It is located on the migratory route traversed annually by more than a million wildebeest, providing guests with incredible photo opportunities from their bedroom windows.
Despite its remote location, Singita’s guests are treated to five-star service and accommodations.

Rooms in the tents and villas start at around $1,095(54000RS) per person per night; rates include daily game drives, food, and drink.

The top 25 hotels in the world are listed at the end of the article  following the photos – enjoy either below or at

Travel & Leisure Best Hotels in the World

 

  • Luxury suite at Singita Ebony Lodge
  • Private plunge pool at one of the Singita Ebony Lodge suites
  • Main lounge at Singita Ebony Lodge
  • Lower deck at Singita Ebony Lodge
  • Aerial view of Singita Ebony Lodge and the Sand River
  • Exterior of a luxury suite at Singita Boulders Lodge
  • Boulder in our wine cellar which gave Singita Boulders Lodge its name
  • Private bathroom overlooking the Sand River at Singita Boulders Lodge
  • Main lounge at Singita Boulders Lodge
  • Luxury suite at Singita Boulders Lodge
  • Twilight dinner at Singita Boulders Lodge pool
  • Verandah at dusk at Singita Castleton Camp
  • Bedroom at Singita Castleton Camp
  • Bush breakfast at Singita Castleton Camp
  • Verandah at Singita Castleton Camp
  • Luxury suite at Singita Boulders Lodge

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Top 100 Hotels

Rank ’10 Name Score
1 Singita Grumeti Reserves (Sasakwa Lodge, Sabora Tented Camp, Faru Faru Lodge), Serengeti National Park, Tanzania 98.44
2 Singita Sabi Sand (Ebony Lodge, Boulders Lodge, Castleton Camp), Sabi Sand Wildtuin, South Africa 97.95
3 Royal Malewane, Kruger Area, South Africa 97.88
4 ol Donyo Lodge, Kenya Game Parks 97.71 Debut
5 Oberoi Udaivilas, Udaipur, India 97.70
6 Triple Creek Ranch, Darby, Montana 97.10
7 Mandarin Oriental Dhara Dhevi, Chiang Mai, Thailand 97.00
8 Oberoi Rajvilas, Jaipur, India 96.92
9 Kirawira Luxury Tented Camp, Serengeti National Park, Tanzania 96.71
10 Serengeti Migration Camp, Serengeti National Park, Tanzania 96.50
11 The Lodge at Kauri Cliffs, North Island, New Zealand 96.25
12 Fairmont Mount Kenya Safari Club, Nanyuki, Kenya 95.64
13 Posada de Mike Rapu, Explora Rapa Nui, Easter Island 95.47 Debut
14 Oberoi Amarvilas, Agra, India 95.33
15 Nisbet Plantation Beach Club, Nevis 95.24
16 La Résidence Phou Vao, Luang Prabang, Laos 95.20
16 Four Seasons Resort, Carmelo, Uruguay 95.20 $
18 Ngorongoro Crater Lodge, Tanzania 95.14
19 Palacio Duhau, Park Hyatt, Buenos Aires 94.97
20 Mombo Camp and Little Mombo Camp, Okavango Delta, Botswana 94.82
21 Hotel Caruso, Ravello, Italy 94.75
22 Little Palm Island Resort & Spa, Little Torch Key, Florida 94.56
23 Mandarin Oriental, Bangkok 94.49
24 Stafford London by Kempinski , London 94.40
24 Blackberry Farm, Walland, Tennessee 94.40