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While there are hundreds of customer loyalty programs that provide benefits to the person who signs on to this arrangement, many fall short of those that are long lasting and sustainable over time. One such customer loyalty program that measures up to those standards is based in the state of Florida doing business as Duffy's Sports Grill with 34 locations throughout the state. READ MORE
Carol Leaman, CEO and co-founder of frontline learning enablement provider Axonify, explores some of the most frequent kinds of emotional customer situations frontline hospitality workers must handle. She also dives into some of the training methods and tactics hotels can leverage to ensure their frontline workers have the skills and confidence to handle these instances safely, calmly and respectfully. READ MORE
AI tools are revolutionizing how the hospitality industry handles online reviews and reputation management. They enable real-time monitoring and personalized responses, providing deep insights into guest feedback. This technology greatly enhances customer satisfaction by improving service quality and allowing for hotels to maintain a strong online presence, ultimately fostering guest loyalty and boosting business performance. READ MORE
It's time for Canadians to take back control of their hotels. Many of the foundations are in place but bold steps such as incentives to create Indigenous brands, local content requirements, free enterprise zones, and reallocation of government resources are required for Canada to reach its full potential and become "first among nations" in tourism. READ MORE
The effectiveness of a hotel's commercial team plays a pivotal role in driving revenue, attracting guests, and maintaining a sustainable business. Therefore, understanding and measuring its performance is crucial for achieving success in the market. The significance of measuring its effectiveness lies in its ability to provide insights into various aspects of the business operation. READ MORE
In the world of the hospitality industry, creating a memorable stay for guests is top of mind and often delivered through incredible culinary experiences, coupled with the service provided by dedicated team members. At Hilton Anaheim, guests are provided with a culinary journey at MIX Restaurant that focuses on the right ambiance, operational efficiency and by understanding the audience.
READ MOREDigital transformation and the leverage of technology play an important role in today's hospitality industry, especially in the post-pandemic era. Facing the challenges of labor shortage, the rising cost of operation, and the changes in consumer needs and behaviors, hospitality businesses need to pivot their services and products with the latest technology in order to keep their competitive edge.
READ MOREThere is a lot that goes into hiring the best leaders. Learn how to stay focused on the process that will help you secure covenantal leaders for your organization. This article, along with the February, May, November 2024, and March 2025 articles on the same subject, are all intended for any leader in hospitality at any level and whoever makes hiring decisions.
READ MOREHotels are pushing digital tools like kiosks and mobile keys, chasing convenience and seamless experiences. Yet, this often backfires; glitches and poor execution lead to frustrated guests and damaged loyalty, especially as rising prices heighten expectations. Successfully integrating tech means prioritizing thoughtful design, ensuring transparency, and understanding that it enhances, rather than replaces, human connection.
READ MOREThe benefits of personalization in the hospitality industry far outweigh the challenges. Personalization will create that "wow" factor and a memorable experience for guests. First and last impressions bring guests back to an establishment. Word of mouth brings new guests to an establishment. So, it is important to personalize experiences and leave guests with an experience they will never forget.
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