Yes and no -If you try a Google search for apps that improve customer service you are going to find hundreds of possibilities. And they have the most clever names: ZenDesk (sounds very relaxing), GetSatisfaction (isn't that what we all want?) Loop, OfficeVibe, Nuance, IdeaScale and on and on. Each app has a variety of pretty cool bells and whistles, and each app could potentially help to improve your customer service. That explains the yes, but what about the no? Like most solutions, differentiating yourself from your competitors by delivering unusually good customer service can be accomplished through a holistic approach - with both online and offline applications. READ MORE

The hotel industry doesn't fall far behind in keeping up with the technological advances.. It wouldn't be favorable for any hotel within a contemporary city to not provide all of the conveniences today's traveler is accustomed to. Anticipating the needs of discerning guests should be one of the core principles of a successful hotel operator - and this does not exclude technological needs. Keeping up with this evolution of data and capture is not the hard part; the challenge lies in the ability to maintain the most basic standards of what it means to be a hospitality professional. READ MORE

Big Data will provide a complete "digital profile" of current and prospective guests, enabling hotel executives to create more effective marketing and communications campaigns. This opportunity, available for all and affordable to all, will transform the way hoteliers interact with travelers; it will revolutionize this relationship for the better by making outreach more direct, personal and relevant. Thus, these benefits are too important to ignore - they are too substantial to dismiss - since the result will be a more intimate and gracious expression of loyalty from hotel executives on behalf of their most loyal supporters. Welcome to the big dividends of Big Data. READ MORE

Hotels and the hospitality world have always intrigued people for centuries. It is the apparent glamour and uniqueness of the hotel world which creates curiosity in the mind of an onlooker regarding the various roles and job descriptions of people working in hotels. Have the principles and practices in managing a hotel changed with time? What is expected of a hotel manager in these continually evolving times? The writer firmly believes that a General Manager shapes the hotel experience for all his guests through his personality traits and approach towards his team and guests. The short essay brings forth the beauty of the golden art called hospitality. READ MORE

When it comes to success in the hospitality industry we tend - quite rightly -- to focus on staff and guests. But there are five other categories of people who can influence whether your hotel succeeds or fails. It is easy to forget about them, or even to see them as a threat to your profitability. But if you treat them right, there are many ways they can help you. Building strong relationships with them - even surprising ones like competitors - can end up helping both your organization and theirs. In this article we'll explore who these oft-overlooked allies are, why they are important to your business, and how you can win their support. READ MORE