Author
Author

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 (9)

The Rise of Chatbots in Hospitality for Revamping the Guest Experience

The rise of speech- and text-based assistants has hugely impacted the way customers want to communicate and be serviced by brands, especially in hospitality. In a 2018 study conducted by Humley, more than two-thirds of Americans said they would like to use chatbots to improve their online travel experience.

Expert Insights on Hospitality Practices During COVID-19

No industry is exempt from the distress caused by the outbreak of coronavirus (COVID-19). As advice from global health organizations and governments evolves on an hourly basis, particularly regarding travel bans and gathering restrictions, hospitality organizations are among the first to feel the impact of large-scale quarantine.

What Matters More for Customer Experience: People or Technology?

The customer experience should never be subjugated by technology. Rather, technology should be utilized to enhance the guest experience, streamlining time utilization and created an environment of service excellence.

The Importance of Relationship Building for Hotel Revenue and Longevity

It's no secret that today's most successful companies are built on relationships. Customers crave real connection with brands for more meaningful engagement and experiences, and employees need it for a sense of belonging that directly affects the quality of service they deliver.

The Power of Millennials in Hospitality for Delivering Game-Changing Service

The millennial mindset has fundamentally changed the actions of companies across every vertical, including hospitality. Yet it's not just millennial consumers organizations must cater to. A fast-growing generation of millennial employees now directly and powerfully impacts the customer experience.
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