Editorial Board   Guest Author

Mr. Bifulco

Ryan Bifulco

Founder & CEO, Travel Spike

Ryan Bifulco is an Internet and travel pioneer with over 15 years of travel and new media experience. An expert on interactive travel, destination marketing, and tourism, Mr. Bifulco has been featured on Business Talk Radio's Travel Show, ABC Radio, NY Times, and USA Today. Mr. Bifulco launched the first ever luxury travel podcast in January of 2006 called journeyPod. He founded and leads Travel Spike, an interactive company offering custom marketing and technology solutions exclusively to the travel sector. Mr. Bifulco and the team at Travel Spike provide digital strategy, dynamic packaging booking engines, and online travel marketing to over 1500 travel clients. He regularly speaks at top industry shows like PhoCusWright, Travel Industry Association, Destination Marketing Association International, and Hospitality Sales and Marketing International. Prior to Travel Spike, Mr. Bifulco was at LastMinuteTravel.com as VP Strategic Alliances and VP Operations. As a member of the AirTran management team, he established and ran the revenue management, pricing, distribution planning, tour, and e-commerce departments. Mr. Bifulco launched airtran.com in 1998 and guided it to become the number one airline website according to Salomon Smith Barney. He worked for US Airways in international revenue management. Mr. Bifulco was promoted three times in three years and was responsible for over $675 million in revenue per year. He received his degree in Economics from Wake Forest University.

Mr. Bifulco can be contacted at 770-433-2930 or info@travelspike.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.