Library Archives

 
Dennis Reno

For many travelers, this holiday season will be their first time taking a trip during the pandemic, and hotels should expect last-minute reservation changes, cancellations and a large volume of phone and chatbot traffic for the customer service team. In order to prepare, hospitality leaders need to ensure customer experience (CX) systems are operating smoothly to prevent overwhelmed call centers. READ MORE

Justin Taillon

Based on Cyber HITEC's 2020 keynote session of the same title, this article investigates an emerging trend in management strategy: customer service. What do you think of when you hear the term hospitality customer service? Do you perhaps recognize a front desk agent, server, or valet parking attendant face-to-face with a customer? Customer service is much more than these examples though. READ MORE

Andrea Stokes

It's all about the guests. That's the thinking every hotel owner and hotel operator should have in mind all day, every day. COVID and the ensuing economic strife have made that more difficult. Hotels have pressed the pause button in a variety of ways, including capital improvements. At the same time, they are experiencing reduced occupancy rates. Their challenges are immense, but so are the opportunities. READ MORE

Euan McGlashan

Although COVID has changed the face of hospitality for many months now; International travel must, and will return! As we all think about future business and ways to attract new guests; don't forget foreign corporate and leisure travelers. Read on for some effective tips on how to attract this important segment to your property from Valor Hospitality Partners CEO, Euan McGlashan. READ MORE

Maggie Lang

COVID-19 has changed everything in the hospitality industry. But the pandemic has also opened the door for brands to reimagine operations and the ways with which we deliver service and experience. From cleanliness and putting health and safety first to creating community and improving service delivery, forward-thinking brands are leveraging digital technology to enhance guest experiences and build connection. READ MORE

Euan McGlashan

Now, more than ever, the hospitality industry will need to capture global travelers and rewards members not previously accessible via internal sales & marketing efforts. Owners are looking to international brands to help bring them back to life; especially in emerging markets where local brands and independents all fight for market share. Valor Hospitality Founder & CEO Euan McGlashan, shares lessons for companies entering the global space. READ MORE

Euan McGlashan

The reaction to the coronavirus pandemic has arguably been the most radical, vicious and unprecedented in history – we are currently in the worst economic slump since WWII. This is not just a financial crisis, it's a global crisis. Though it our industry has been forced to press pause, savvy hoteliers understand that how we react today will shape long-term guest loyalty, while creating unique opportunities for growth during a period of economic decline. Though we've never experienced anything like this, we must all stay positive. Now is the time to identify and resolve pain points to prevail, in wake of COVID-19. READ MORE

Rick Garlick

Now more than ever it is important that hotels look for ways to reduce friction in the hotel experience. In this article, Rick Garlick will examine the ways in which technology can help reduce friction in the hotel experience, leading to more enjoyable experiences for travelers. Such tactics that Rick suggests hotel brands adopt include one-click booking, smart luggage, and in-room technology. This article will also look at factors beyond technology that hotels have to weigh when it comes to reducing friction in the hotel experience, as interaction-less guest experiences, health and cleanliness practices, and guest communications. READ MORE

Larry Spelts

Team members who work the hardest and often are paid the least are our room attendants. While there are opportunities for them to supplement their incomes with tips, these industrious individuals more often than not leave rooms empty handed. Even though there's a well-accepted method of calculating tips for servers across the U.S., hotel guests are either unclear on what an appropriate tip for a room attendant should be or simply unaware that it's customary to tip room attendants. With that being said, should hoteliers educate their guests on proper tipping etiquette to increase the likelihood of guests tipping room attendants? READ MORE

Brenda Fields

Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions. Many times, calling a hotel requires extreme patience because of all the sales and reservation messages and the numerous prompts before getting to the right area, if lucky. READ MORE

Euan McGlashan

What do artificial intelligence and delicious craft beer have in common? On the surface, not much, but look a little deeper and you'll discover these are part of two trends that will impact hotels in 2020. Emerging technologies and food and beverage programs are transforming the guest experience, and hoteliers should take note. In the new year, we'll also see increased sustainability efforts (goodbye, plastic), more niche loyalty programs and brand-affiliated hotels, and properties catering to the bleisure traveler. This article covers five trends that will shape the hotel industry in 2020. READ MORE

Mark Ricketts

Select service hotels are one of today's most popular and successful hotel asset classes, attractive to investors, developers and property and asset managers, as well as guests. For more than a decade, they have accounted for more than 60 percent of planned builds in the hotel development pipeline. This strength is reflected in favorable construction windows, labor costs, flexibility in offerings of food and beverage services and other amenities, and gross operating profits. This article discusses factors for success in select service today and some of its development challenges and opportunities. READ MORE

Bill Caswell

Many hotel brands invested heavily in customer experience (CX) and loyalty programs without a cohesive business strategy. As a result, today they are having trouble measuring the return on their investments. Loyalty programs are hard to measure because they were expanded to include infrequent travelers, offering them perks earlier in the customer journey. Many hotels also plunged substantial dollars into CX without fully understanding their customers – or how to recoup their investments. As hotel brands plan for the future of their loyalty and CX programs, it is important to learn from past experiments. READ MORE

Ford Blakely

Mishaps are inevitable in the hospitality industry. But these mistakes don't have to be fatal. In fact, the strategies you put in place to respond to service missteps can become some of your strongest tools to win customers and drive revenue. However, recovery is impossible when you don't know where problems lie in the first place. Recent research shows that only 1-in-4 hotel guests say they'll report any issue that impacts their experience. This is worrisome news for hotel operators. But there are ways to overcome these blind spots and create service recovery strategies that boost your reputation and bottom line. READ MORE

Jennifer Corwin

As the battle between traditional hoteliers and alternative lodging providers heats up, the major players are experimenting with how to jump into each other's markets. In this article we explore how established and emerging brands stay true to the "experience promise" that remains critical to achieving customer satisfaction objectives and loyalty -- even as travel behaviors evolve. READ MORE

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