Hotels need to change the way that we interact with guests and work harder to offer unique new experiences to create vibrant places that people want to go to - not just through. Successful ideas that I have implemented at my hotels have included supporting local artists, better embracing four-legged guests, working with local non-profits and getting children involved in the check-in process. These simple steps can help move the guest experience from transactional to experiential and ultimately boost revenues, lengthen stays and elevate the service industry as a whole. READ MORE

The elite travel experience has changed considerably - in ways that have both enhanced and commoditized it. The advent of digital technology has been a boon to travelers and resulted in a renaissance in the travel industry. The ever-evolving needs of modern travelers mean that providing the same service interactions to every guest all the time can actually lead to frustration and disloyalty. Rather than provide a “one-size-fits-all” approach to guest service, hoteliers should instead leverage loyalty program data, and the program benefits matrix, to provide guests with what they most desire: an experience uniquely tailored to the moment. READ MORE

You get it. Your guests always win. Your Team gets it too. The guest is never wrong, and they're supposed to do all that they can to ensure every guest enjoys an off-the-charts experience. That's easier to say than to do. Even if your Team is trained to authentically offer exquisite service, they may still face barriers to success. And, your guests may still feel like their experience was acceptable, but not exceptional. What's missing? It's not what's missing, but what's in the way. Exceptional experiences are seamless – not perfect. Replacing your Team's speed bumps with launch pads will help you cultivate off-the-charts and dynamically differentiated guest experiences. READ MORE

Evolving guest preferences, expectations and behaviors have introduced a new era of hospitality; one that goes beyond concepts like "personalization" and "boutique hoteling." Today, leaders must reimagine the role of the hotel in an experiential age where relationships matter more than service. The idea of delivering everything under the sun is becoming increasingly irrelevant as guests seek special attention from brands that individuate. This is more than just a guest experience strategy, and it goes beyond the service that happens within the walls of a property. In an experiential age, guests care less about frills and more about an experience where they feel incredibly connected to a hotel based on its unique identity. READ MORE

Hotels are becoming increasingly tech friendly, offering a range of value-added services such as smartphone check-ins, text message reservation confirmations, smartphone key cards and public wifi - just to name a few conveniences aimed at guest satisfaction. Simultaneously, hotels are also increasingly vulnerable to data theft. From POS terminals to guest apps, hotels collect and retain a great deal of guest data that is attractive to hackers. By understanding the risks and creating an appropriate response plan, hotel operators will position themselves to address those risks as well as cope with the fallout of a data breach should it happen. READ MORE