Tag: Guest Experience

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How Hotels Can Overcome the 3 Worst Guest Pain Points
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How Hotels Can Overcome the 3 Worst Guest Pain Points

There is little debate that guests today are more ‘experience-loyal’ than ‘brand-loyal,’ and guest experience is quickly becoming a far more influential factor in building guest satisfaction, revenue, and loyalty. Yet, many hotels are blowing it with long lines, slow responses, maintenance issues, poor service quality control, and unhelpful or uninformed staff. Another problem lies...

Bracing for the Boom: Are Hoteliers Missing Out on the Most Profitable Guests?
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Bracing for the Boom: Are Hoteliers Missing Out on the Most Profitable Guests?

Over the past few years, millennials (individuals born between 1982 and 2000) have received special attention, as leaders across industries speak to their growing presence, impressive buying power, and unique buying behaviors. However, while millennials may be the future, the decision to turn our sights away from the baby boom generation would be irrevocably ill-advised....

The Unique Technology Challenges Faced by Large Hotel Chains (Part 1 of 2 Part Series)
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The Unique Technology Challenges Faced by Large Hotel Chains (Part 1 of 2 Part Series)

The hospitality industry, perhaps more than any other, is facing massive disruption. For large hotel chains, the continued onset and evolution of the digital age requires constant adaptation on behalf of brands. So as guest needs and expectations continue to evolve, hotels must establish nimble, flexible, agile hotel organizations. At the same time, rapid innovation...

Hoteliers, Are You Offering the Highest Level of Service?
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Hoteliers, Are You Offering the Highest Level of Service?

In this time, better known as the ‘Age of the Customer,’ what differentiates companies like Apple, Amazon, Zappos from the rest? The simple answer would be their never-ending efforts to exceed customer service expectations and create memorable, ever-lasting experiences. When it comes to the hospitality industry, while there is no shortage of sentiments that should...

Rethinking Hospitality Technology: How a Focus On Exemplary Service & Support Drives Customer Retention
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Rethinking Hospitality Technology: How a Focus On Exemplary Service & Support Drives Customer Retention

Service is king across all industries. Those brands which establish and maintain top-tier service will not only survive but, more importantly, thrive in today’s market. Hoteliers around the globe are investing an increasing amount of capital into the implementation of guest-centric technology. However, it’s important to remember that while hoteliers focus on the provision of...

If Your Hotel Tech Doesn’t Boost Loyalty, There’s Trouble Ahead
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If Your Hotel Tech Doesn’t Boost Loyalty, There’s Trouble Ahead

Nearly forty years. That’s how long guests have been accruing points, statuses, and upgrades with hotel loyalty programs. The hotel programs spun off of the airline programs (the first was AA Advantage in 1981), which were the marketing brainchild of airlines in a post-deregulation world. For the most part, hotel loyalty programs still work the...

Out With the Old, In With the New: Reimagining Hospitality Classics to Adapt to Changing Guest Demands
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Out With the Old, In With the New: Reimagining Hospitality Classics to Adapt to Changing Guest Demands

In this digital age, few human experiences have resisted the influence of emerging technology. With each passing year, we witness the progressive evolution of capabilities and enhancements that, in many respects, change how we interact with the world. In the hospitality industry, hoteliers know they need to keep a pulse on emerging trends to avoid...