Most hotel marketers agree that if a consumer has a "connection" with a brand, they will buy more from that brand over their lifetime. Mark Johnson, CEO of Loyalty360, the trade association for customer engagement and loyalty programs, says the benefits of these relationships are obvious: those with high levels of emotional loyalty do not easily switch to other brands. READ MORE

The pandemic has accelerated an existing trend to remove human contact from the hotel experience. While this offers quite a few advantages to both hotels and their guests, there is a danger that reducing face-to-face interaction puts the hospitality aspect of travel at risk. There is also a concern that taking people out the equation reduces the emotional bonds that guests experience with their favorite hotels. READ MORE

COVID has forced many of us to work from home while limiting social interactions and travel. To fill social and travel voids many people have welcomed pets to their homes. These new pet owners will return to travel. Hotels are projected to experience an enormous growth in pet travel post-COVID, with the pet owners having limited or no experience traveling with their pet. Hotels should be pro-active in preparing themselves for an onslaught of potential pet policy problems. READ MORE

In pre-COVID times, ask anyone what constituted good hospitality, and chances are they'd recount a thoughtful in-person human interaction. Herein lies the opportunity. Guests want safe, contactless interactions but still expect exceptional service experiences. So how do we marry the two for a differentiated experience? Here we'll share three ways you can win the hearts and minds battle. READ MORE

Meeting and exceeding guest expectations through insightful guest service has always been the name of the game in hospitality and it can only be achieved through meaningful, strategic investments. This article looks at key factors in guest service today and how guests are defining and driving many service expectations, which, in turn, impacts our hiring and training practices, our use of technology and our operating philosophies. READ MORE