At Market Metrix, we've worked with hundreds of brands. We've noticed that the brands with the highest levels of loyalty and retention have something in common: a clear understanding of who they are and who they are trying to serve. They know what part of the market they own. They have an attitude and provide a unique, memorable experience to their guests. Here are a few examples: READ MORE

Food sourcing is a fundamental to our industry as hoteliers, and food supply has developed to be a sophisticated machine subject to the influences of international politics, monetary policy, weather trends in local, international, and long-term climate change theaters, biotechnology, risk management, consumer perception and preference, and domestic and international regulations. How do transgenic foods fit into this symphony, and what does it mean for our industry? What is the impact if we require non-GMO foods, or if we accept GMO foods? READ MORE

Despite a continuing economic recovery, many properties are experiencing a reported “pricing ceiling,” which is stifling their ability to maximize ADR. While some fault commoditization for the creation of this ceiling, the truth is that most guests are still willing to pay higher rates for enhanced value and a better stay experience. What determines whether a hotel can successfully upsell however, is its ability to clearly communicate the benefits of that enhanced value to the guest. Done correctly, an upselling program incentivizes employees and equips them with the necessary skills, ensuring both increased guest satisfaction and true long-term growth and profitability. READ MORE

The focus on "customer loyalty" by most hotels most of the time is little more than generating repeat customers, something which a well-executed hotel experience should result in anyway. In brands, customer loyalty results in guests staying at other hotels within the brand family, a good and valuable outcome. But for smaller hotels, a loyal customer is a much more important and complex prize. True loyalty, the kind of loyalty that results in guests evangelizing your hotel and feeling personally proud of your success, should be the goal of independent hotels and small chains. This article discusses what this loyalty really is and how to achieve it. READ MORE

Today, most companies collect some type of feedback from their customers. But many of these programs fall short. Some fail to get enough feedback. Some rely on one narrow channel. Others fail to take action, or engage employees in solving problems. Getting the most from your customer feedback isn't necessarily hard, but it does take commitment. Here you'll find 10 golden principles we have seen applied by the hospitality brands that consistently outperform. READ MORE