The quality of cell phone reception at hotels and resorts is critical to guests. Ppopular online review sites even have categories such as: best hotels with cell phone reception. Why is this so revealing? Because many hotels don't offer good cellphone reception - and that it's a big consumer concern. READ MORE

Property managers are adding mobile check-ins, smartphone room keys, and mobile concierge services but do not necessarily have the infrastructure to support all of these new services. What considerations do hotel owners need to make to support this "mobile white space" in the hotel IT ecosystem? With the right solutions in place, hotel owners and managers can fill a significant gap in service-the gap that occurs as property owners shift to digital interactions and smartphone applications to help control guest experiences. This gap has become known in the hotel industry as the "mobile white space." READ MORE

A new era of business-to-customer communications is taking shape and, in this new world, fast, intimate, service-oriented communications are eclipsing traditional broadcast marketing. In a world where service experiences are instantly made public on TripAdvisor and where communication is increasingly integral to service delivery, real-time interactions with customers are now essential for service brands. Consumers expect to engage and receive service through the mobile channels where they live their lives. Effective, Real-Time Customer Relationship Management (RTCRM) turns customers into brand advocates and results in the development of world-class brands. READ MORE

There is no scarcity of impressive numbers and statistics espousing the exponential growth in the use of smart-phones and other mobile devices across the globe. Equally we have abundant access to these same data-points professionally refined and indexed specifically to the Connected-Traveler, also known as our addressable market. However, as an industry do we adequately understand how to intersect this market with highly relevant guest-facing mobile solutions? In this article we review where we came from, the challenges we have overcome, where we are now, and most importantly identify initiatives to improve adoption and subscription rates to our guest-facing mobile offerings. READ MORE

Many articles provide tips on how to deal with angry customers such as “don't take the angry outburst personally”, “sympathize with the customer and get them to calm before solving their problem” and “maintain an assertive, positive and calm attitude”. All are excellent tools and your team will achieve high customer service scores if they apply them. However, do you have a plan to deal with the anger that creates havoc “behind the scenes” when the customer isn't looking? If you don't, you are probably dealing with high turnover rates and wondering how to fix it. READ MORE