Establishing connections across your property(s) or brand is more than just shuttle service to the airport. Connections can be an apt metaphor for person-to-person interaction, the guest experience as a whole, and even the way technology can support lasting guest relationships. In fact, the argument could be made that hospitality is an entire industry of connections. READ MORE

Hotels still have plenty of customers, even if they aren't checking in as often. Properties have even more kinds of customers than ever before. Here's how to meet your new customers' needs for maximum booking potential, according to Geoffrey Rsykamp, Global Head of Hospitality, Travel & Leisure at Medallia. READ MORE

As travelers return to the road and the skies, they have new and traditional expectations for hotel service. They are worried about their safety and health and therefore expect options for low-touch and no-touch service. However, they still expect personalized, attentive service. This article offers six ways for hotel leaders to meet and exceed the expectations of the post-pandemic traveler. READ MORE

Jenny Lucas, Senior Vice President of Operations with Loews Hotels & Co – New York City based Hospitality Company, rooted in deep heritage and excellence in service – shares how Loews Hotels stayed true to their brand DNA and embraced the constant change, while still delivering exceptional experiences for both guests and team members alike. READ MORE

Positive emotional engagement with guests is more critical than ever before as guests need reassurance that their stay will be safe and problem free. Will the hotel concierge be viewed as more a necessity and less an amenity in today's new world? Nathan Goff, Chef Concierge at Boston Harbor Hotel shows that with their depth of knowledge and world of connections, your professional concierge might just be your greatest asset at this time to gain guest loyalty. READ MORE

Since the beginning of March 2020 when the pandemic began, hotel cleanliness has been a trending topic. This article explores the three levels of environmental cleanliness – clean, sanitize, and disinfect – and discusses how these different standards impact design strategies for hotel guestrooms. Learn about best practices for cleaning protocols and other recommendations to provide guests with the utmost peace of mind. READ MORE

Most hotel marketers agree that if a consumer has a "connection" with a brand, they will buy more from that brand over their lifetime. Mark Johnson, CEO of Loyalty360, the trade association for customer engagement and loyalty programs, says the benefits of these relationships are obvious: those with high levels of emotional loyalty do not easily switch to other brands. READ MORE

The pandemic has accelerated an existing trend to remove human contact from the hotel experience. While this offers quite a few advantages to both hotels and their guests, there is a danger that reducing face-to-face interaction puts the hospitality aspect of travel at risk. There is also a concern that taking people out the equation reduces the emotional bonds that guests experience with their favorite hotels. READ MORE

COVID has forced many of us to work from home while limiting social interactions and travel. To fill social and travel voids many people have welcomed pets to their homes. These new pet owners will return to travel. Hotels are projected to experience an enormous growth in pet travel post-COVID, with the pet owners having limited or no experience traveling with their pet. Hotels should be pro-active in preparing themselves for an onslaught of potential pet policy problems. READ MORE

In pre-COVID times, ask anyone what constituted good hospitality, and chances are they'd recount a thoughtful in-person human interaction. Herein lies the opportunity. Guests want safe, contactless interactions but still expect exceptional service experiences. So how do we marry the two for a differentiated experience? Here we'll share three ways you can win the hearts and minds battle. READ MORE

Meeting and exceeding guest expectations through insightful guest service has always been the name of the game in hospitality and it can only be achieved through meaningful, strategic investments. This article looks at key factors in guest service today and how guests are defining and driving many service expectations, which, in turn, impacts our hiring and training practices, our use of technology and our operating philosophies. READ MORE

Artificial intelligence drives surveillance systems that can issue traffic violations; image recognition programs that can help doctors diagnose diseases and suggest therapies. We now see its steady integration into the world of hospitality. Importantly, artificial intelligence can not only help us better engage guests, but also empower and expand the capabilities of our staff at a time of intense labor pressures as we emerge from the pandemic. READ MORE

The COVID-19 pandemic has not only challenged hotels to stay afloat in a year that decimated their businesses but has asked that they begin to think outside the box to provide stellar guest experiences. This blog offers six ways hotels can embrace the paradigm shift that has rocked hospitality by creatively maintaining safety for guests while still providing memorable experiences. READ MORE

A smile, a handshake and even a hug are touchstones of good, old-fashioned hospitality but can these gestures even exist in the hotel industry or can we enact that goodwill in other ways? Alma Resort's general manager Herbert Laubichler-Pichler delves into where guest service is headed and what we can do to 'connect' with our guests as best we can. READ MORE

Hotel operators are investing in unique ways to replace lost pandemic revenue arising from vacant guestrooms and restricted dining areas. Among candidate creative strategies is implementation of a hotel ghost kitchen and/or virtual branding partnership that supports and extends a property's food and beverage offerings. Successful operational relationships, coupled with advances in multi-brand technology, are moving the industry toward enhanced profitability. READ MORE