HOTEL BUSINESS REVIEW

April FOCUS: Guest Service

April 2023

When guests check into a hotel, they have expectations of quality customer service. They expect to have their needs met in a professional manner, they desire a certain level of comfort, and possibly even made to feel a little special. This is important because satisfied guests are more likely to return and to become true brand ambassadors. But what if instead of merely meeting expectations, hotels created a culture of service that was intent on exceeding expectations in every conceivable way? What if frontline staff were trained and empowered to provide guest services that demonstrate a willingness to always go the extra mile in order to please their guests? This culture is exactly what some hotels are creating in their operations. From helpful, smiling, welcoming staff to the quality of  a room's comfort and conveniences. From discovering a guest's special needs and enthusiastically fulfilling them, to making some amenities free of charge and offering random upgrades. The April issue of the Hotel Business Review will explore what some hotels are doing to enhance and enrich their guest services. 

Run Date:   04/02/2023 - 04/29/2023
Editorial Deadline:   Wednesday, February 15, 2023
Advertising Deadline:   Wednesday, March 15, 2023

Review our 2023 Features Calendar for other editorial opportunities

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Coming up in February 2023...

Social Media: Tailor Made Content


Social media has evolved into an indispensable medium for the hospitality industry. It has forever altered how hotels communicate with their customers and it has redefined how advertising and marketing are conducted. Currently, the biggest social media platforms are Facebook, Twitter, LinkedIn, Pinterest, Instagram, Snapchat, YouTube and TikTok. Each has their own appeal and demographic. In order to reach the users of an individual social media platform, it is necessary for hotels to tailor their content to each platform's audience. For example, LinkedIn is more business-oriented so content might be directed to conference organizers, meeting planners, travel agencies, etc. Facebook has a more mature user base so they might be looking for family vacation packages, cultural experiences, or recreational sightseeing trips.  TikTok is popular with a younger audience who might want to know about concerts, sporting events, and gaming competitions, while Pinterest and Instagram focus on exquisite visuals and aesthetics. The February Hotel Business Review will document how some hotels are successfully integrating social media strategies into their operations.