You're watching...
Denihan Hospitality Group Co-CEO Patrick Denihan explains how hotels are using guests’ body language to improve customer service.
Also in this playlist...
Auto-advance: ON
Auto-advance
This transcript is automatically generated
On their website all right now every day I get confused when lorries trying to -- the life vanity what she really means by that type of subtle body -- with the she -- against right now.
Additional little light on that subject choke the life out of Connecticut -- your pardon should be honored fallen right everything was both.
Partly okay.
How important is a look a -- slight gesture to one hotel change well it means a whole lot Expedia hotels is using your body language to anticipate.
Which she watt before you ask for it here to explain Patrick steady hand coast CEO -- -- hospitality group.
B parent affinia hotels welcome -- Patrick.
Seeing here is telling me that by just reading a person's body language you can figure out what a hotel guest wants how to serve them best.
-- what we have done affinia is spend time in just training our people to interact better this area in terms of us getting to understand body language gives us much more of a way to approach you so just imagine you've had a terrible trip into New York City.
And you or added the flight was late and everything else.
-- -- door person already knows when he greets you that you are approachable he can tell just by the way you're -- -- your buck -- gonna telephone.
And more importantly your feet we have found out to defeat your feet.
We have found that people give most of their body language -- by the way their feet -- position.
If someone is talking to at a cocktail party try to next time you see their feet or directly -- surely wanna spend time.
And interact with you to return to decide they're trying to get away from it.
So we found infineon we try to see that we can at least -- other position in the body.
And we spend more time to just greet them and welcome them to our hotels.
And it also has to do with how you actually communicate -- Europe and your guests whether they're women or men that also makes a difference right find that most women prefer face to face as we were -- would prefer to be side by side might think that it's.
I think women are much more direct -- men -- -- for.
Looks like -- that -- -- but we we have noticed by this training that we've done that are.
Our guest satisfaction scores have gotten much higher.
We track it every time people can -- because of the option to fill in survey.
And we've -- these these second and third quarter that it -- we've.
Really risen we've been number one in our -- that's -- so why do you think that reading body language and spending the money to train your employees to do -- this scale.
As opposed to just answering the phone quicker lowering your rates getting that room service delivered on time is the better way to GAAP.
You know we're affiliate business we've been in the business for over fifteen years my father told us the basics about just treating people do you -- -- be treated.
So we're trying to give people tools to be of them interact together with him.
And we're finding that people really come -- stay with us to say there's something special about the way you people do things.
We believe it's the way we treat our people to interact to directly.
With yourself staying with us -- -- comment cards are more positive here tell me but what's the bottom -- -- -- industrywide that fox Rainer which is our research department here -- about a 4% increase.
In hotel occupancy rates this holiday weekend as well as the room rates themselves what's been your experience our experience for New York City because we're in new York and Washington Chicago or -- for any hotels.
Is that we are in New York about 7% higher in rate back to a 3% iron occupancy.
So we -- we are seen the numbers get much better we're extremely optimistic so.
Thank you Patrick -- an interesting story thanks for sharing best thank you thanks Brent.
