Guest service is an amazing product. You cannot see it, and it may be difficult to decide on one specific definition. You can't take it home as anything; it's just a good experience and memory. This article will focus on guest service and how the hospitality industry -- and more specifically the lodging sector -- are adapting and changing guest service expectations. READ MORE

If you're dedicated to crafting off-the-charts guest experiences, you're hyper-focused on internal and external guest reviews. You and your team passionately, and constantly, "drive for five." You understand and appreciate the power of guest reviews, so you do all that you can to exceed guest expectations and deliver on your brand promise. After all, the numbers don't lie, right? READ MORE

There is a world of difference between service and hospitality. Having staff capable of delivering guest hospitality is critical to zero disappointment guest stays that earn five-star reviews. Management focused on hospitality must provide staff with the training and tools necessary to exceed guest expectations. This High Return Hospitality not only benefits guests, but also elevates staff experiences, leading to fulfilled staff with a higher intent to stay. With staff shortages across the industry, a property's ability to attract and retain high-performing staff is critical to providing exceptional experiences that delight guests. READ MORE

The hospitality industry has been in survival mode since the onset of the pandemic. Even now, three years removed from March 2020, hoteliers grapple with staffing issues and the ability to maintain brand standards for product and service quality. It's time to transition from surviving to thriving. Don't just give employees tasks to work on, give them a purpose to work toward. READ MORE

Advances in online connectivity and IoT technologies are finally providing hoteliers with the means to connect the dots that guarantee an exceptional stay for each and every guest. With today's travelers valuing speed and personalized service more than ever, such advances are proving to be the key that unlocks a hotel's potential in delivering an experience that always exceeds expectations. READ MORE