Robert Reitknecht

Hospitality Leader and Guest Experience Expert

Robert Reitknecht

A veteran customer loyalty professional and guest experience expert for over two decades, Robert has provided service-focused insights to a number of Fortune 100/500 companies while holding positions as General Manager, Director of Operations, Regional Human Resources Manager, and Director of Fitness Operations to name a few. He has worked primarily in the hospitality and guest relations verticals, crafting cultures of excellence by spearheading quality standard initiatives, process improvements and hands-on training and development programs. Throughout his career, Robert has held many customer-facing positions, working at the AvalonBay Communities; Town Sports International; Costco Wholesale, Inc.; and Dolce Hotels & Resorts, among other companies.

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Insights by Robert Reitknecht (14)

How are Airbnb owners competing with hotel brands to engage & retain travelers?

Despite competing efforts, Airbnb offers a different type of experience than hotels. Each property is different, which is its own source of demand. Travelers also travel for different reasons, which will influence where they choose to stay as a guest.

Improving Service Culture: Robert Reitknecht, Hospitality Advisor

Robert Reitknecht is a hospitality and luxury brand advisor with 30 years in the industry. During pre-pandemic times, hotels across the country spent a great deal of time trying to improve service culture but now that travel is returning but staffing remains tight, how does a hotel ensure there is alignment with guest, employee and brand expectations? We"re diving into this today with an eye on Service Culture, authenticity, influence and communication.

Post-COVID Guest Experience: How Can Hotels Maintain a Personal Touch?

My perspective is that an authentic, personalised experience does not require touching the guest. It is true that we are accustomed to shaking hands, speaking in close proximity, and serving the guest items that one touches, but contact and proximity are not what guests remember when they complement the service of a hotel.

How Air Travel is Changing for Good - and for the Better

I recently made the decision to relocate back to my old stomping grounds of Connecticut and begin looking for a new career opportunity. I'd had a great run working at an ultra-luxury resort in Utah, where I was responsible for creating memorable experiences, inspiring strong guest and employee relationships, and collaborating with other guest experience leaders.

Training: The Key to Maintaining Guest Satisfaction with a Strained Hotel Staff

Hotels today are facing this major, prevalent problem: how do you maintain an unforgettable guest experience with a reduced and spread-thin staff? What can you do to get your guests to promote your brand during these difficult times while keeping staff morale up?With just a skeleton crew of employees and no hotel recruiter, the challenge seems immense.
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