Carol Leaman, CEO and co-founder of frontline learning enablement provider Axonify, explores some of the most frequent kinds of emotional customer situations frontline hospitality workers must handle. She also dives into some of the training methods and tactics hotels can leverage to ensure their frontline workers have the skills and confidence to handle these instances safely, calmly and respectfully. READ MORE

AI tools are revolutionizing how the hospitality industry handles online reviews and reputation management. They enable real-time monitoring and personalized responses, providing deep insights into guest feedback. This technology greatly enhances customer satisfaction by improving service quality and allowing for hotels to maintain a strong online presence, ultimately fostering guest loyalty and boosting business performance. READ MORE

It's time for Canadians to take back control of their hotels. Many of the foundations are in place but bold steps such as incentives to create Indigenous brands, local content requirements, free enterprise zones, and reallocation of government resources are required for Canada to reach its full potential and become "first among nations" in tourism. READ MORE

The effectiveness of a hotel's commercial team plays a pivotal role in driving revenue, attracting guests, and maintaining a sustainable business. Therefore, understanding and measuring its performance is crucial for achieving success in the market. The significance of measuring its effectiveness lies in its ability to provide insights into various aspects of the business operation. READ MORE

The benefits of personalization in the hospitality industry far outweigh the challenges. Personalization will create that "wow" factor and a memorable experience for guests. First and last impressions bring guests back to an establishment. Word of mouth brings new guests to an establishment. So, it is important to personalize experiences and leave guests with an experience they will never forget. READ MORE