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In 2023, the hotel industry has found itself in uncharted waters. Hoteliers are striving to meet and exceed ever-increasing guest expectations with minimal staff, while finding ways to differentiate their properties and brands in a competitive market, build long-term guest loyalty and keep operating expenses costs down. Fortunately, technology is stepping up to solve all of these challenges in new and exciting ways. READ MORE
Looking for a cost-effective way to build business? Look no further than delivering excellent customer service. Think of customer service as a way of doing business as opposed to thinking of it as a program. Developing a guest-centric approach perspective will ensure guest loyalty and generate demand from good reviews. This article will address what great customer service is and how it will positively impact financial results. READ MORE
Several years ago I decided to change from the London Kensington hotel I had been using to one in Mayfair. I shipped a box to the new hotel and a few days later I received a phone call: "Hi Ms. Yokell, this is Michael from the M Hotel in London calling to let you know that your package has arrived". I almost dropped the phone. And I stayed at this hotel for the next ten years. I tell you this because when I read the topic to be covered this month, that memory popped right up. Read on to see what hotels are doing now to entice guests to stay with them. READ MORE
The world and especially the hospitality industry needs LOVE right now. We need to lead with LOVE! In order for this to happen we must Listen with love, take Opportunities, define our Values and bring the 528 hertz LOVE Energy in every interaction. We can deliver Service LOVE once we serve LOVE to ourselves first. Please join us in the Service LOVE movement! READ MORE
So many hotels today are using labor shortages and COVID cutbacks as an excuse for maintaining reduced guest services. But is this wise? From an operational point of view, we need to focus on a general redirection of services and amenities, explore new ways to connect with guests, and adapt an overall "smart service" management mentality in order to set our properties apart. READ MORE
Water is necessary for life, and it can be the source of happiness for many. When water issues arise in a hotel, however, they can be met with frustration, disappointment, and in some cases, a negative review. This article addresses common contributing factors for negative reviews by compiling authentic reviews and matching them with case studies to help prevent the issue.
READ MOREHospitality can wield great influence over our guests' wellness given the increasing demand for access to wellness during travel and the importance of maintaining a wellness lifestyle. The provision of information, supporting and encouraging new wellness behaviours is key. Simon Saunders, VP of Strategic Health & Wellness for RLA Global explores guest expectations, the how's and why's of promoting, influencing, and educating guests' wellness.
READ MOREIn luxury hospitality, elegance and environmental responsibility are no longer separate ideas. Guests today expect hotels to create meaningful experiences that blend indulgence with impact. As General Manager of Conrad New York Downtown - a LEED Gold-certified property in Lower Manhattan, I have seen how operational innovation and thoughtful design can transform sustainability from an obligation into an advantage.
READ MOREThe hospitality industry is shifting toward experience-first models, with day passes and nightlife emerging as key growth drivers. Hotels are leveraging technology to offer seamless, flexible access to amenities and curated events, attracting both travelers and locals. As Shawn Tarter insightfully notes, this evolution redefines hospitality as a lifestyle-one that builds stronger connections, boosts revenue, and transcends the traditional stay.
READ MORETechnology continues to change how hospitality organizations deliver services. It is perhaps an opportune time to explore in what ways technology impacts employee stress at work. This article begins to examine this aspect of technology inclusion in hospitality service processes. The author hopes that this article will open the way to discussions about managing the transitions to technology solutions.
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