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Guest Experience

Zoox Smart Data Continues Global Market Expansion With New Strategic Partnerships in Europe and Asia

Zoox Smart Data | February 9, 2021

Repositioning the Hotel Spa in 2021 via the PMS

Larry and Adam Mogelonsky | January 20, 2021

Guest Experience

How to Care More About the Customer Than the Sale

Shep Hyken | March 17, 2021

By Shep Hyken It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers. She emailed me a great story worth sharing. The short version is this: Dawn ordered a product from a vendor. Since she is working remotely, she gave her home address. The company recognized t...

Pure Wellness Rooms Now Available at Loews Boston Hotel

Pure Wellness | March 3, 2021

Pure Rooms Added at Historic Back Bay Hotel DALLAS TX – MARCH 3, 2021 – Pure Wellness, the global leader in health and wellness for the hospitality industry has announced that they will add Pure rooms to Loews Boston Hotel, once home to the former Boston Police Headquarters. “The addition of Pure rooms gives the Loews Boston Hotel an additive draw for both leisure travelers and corporate business in the Boston market” commented Brian Shedd, Senior Vice President for Pure Wellness.  “Guest needs are changing and providing additional options like Pure Rooms is a smart and strategic investment.” Pure Rooms utilize advanced...

Best Western Plus Goulburn Adopts Latest in Guest Content Streaming Technology With BeyondTV

Hotel Internet Services, Inc. | March 2, 2021

Family-owned 4.5 star hotel addresses guest demands for access to personalized entertainment with advanced yet cost-effective hospitality-designed solution. GOULBURN, Australia — March 2, 2021 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions, has announced the implementation of its BeyondTV in-room entertainment platform in partnership with regional supplier, Liveport, at Best Western Plus Goulburn. An award-winning Australian property situated near Goulburn’s most popular attractions, Best Western Plus Goulburn’s adoption of BeyondTV ensures that guests seeking to entertain themselves awa...

Azure Palm Hot Springs Resort & Day Spa Oasis Partners With Hotel Internet Services to Provide Guests With Seamless Wi-Fi Access

Hotel Internet Services, Inc. | February 9, 2021

DESERT HOT SPRINGS, Calif. — February 9, 2021 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has announced the successful implementation of a high-speed guest Wi-Fi network at Azure Palm Hot Springs Resort & Day Spa Oasis. Located within California’s Desert Hot Springs area renowned for its natural geothermally heated mineral spring water, Azure Palm Hot Springs serves as the ultimate tranquil getaway from the fast pace of modern life. Yet by also providing ready access to a fast and reliable internet connection, Azure Palm Hot Springs ensures that its guests...

Zoox Smart Data Continues Global Market Expansion With New Strategic Partnerships in Europe and Asia

Zoox Smart Data | February 9, 2021

Big data innovator adds KloudWiFi and KelTech IoT to list of third-party compatible network and smart solution providers to increase customer access to hyper-targeted advertising technology.    Alpharetta, GA — February 9, 2021 — Zoox Smart Data (“Zoox”), an international provider of technological solutions that harnesses big data to build customer profiles from existing Wi-Fi networks, has announced a series of strategic partnerships that will provide more seamless access to its targeted advertising capabilities in Europe and Asia. Within the European hospitality and travel markets, this includes signing an agreement with KelTec...

6 Hospitality Trends to Watch in 2021

Amadeus | February 1, 2021

With the global roll out of COVID-19 vaccines underway, we are all hoping for brighter days ahead along with the return of travel. But it’s also important to acknowledge that the experiences and customs we once knew may look different – either temporarily or permanently due to the pandemic. As the year progresses, what will travel look like? How can the hospitality industry restore traveler confidence while demonstrating resilience? As COVID-19 wears on, 6 significant trends have emerged that will continue to shape hospitality for the months and years to come. Go big (near or far): making travel dreams come true As roads, skies, and ...

Repositioning the Hotel Spa in 2021 via the PMS

Larry and Adam Mogelonsky | January 20, 2021

By Larry and Adam Mogelonsky The night is darkest just before the dawn. Winter lockdowns are in effect around the world and new variants of COVID-19 are driving us all further away from the much-vaunted recovery in the travel sector. But once these third or fourth waves have passed and the vaccine is widely disseminated, hotel guests will come roaring out of the gates. Still, there’s no going back to the way things were. Hoteliers cannot take a siloed approach to managing their properties; instead, they must think beyond ‘heads in beds’ and evaluate each guest holistically about how to maximize revenues on a per-guest (and not a p...

Top 5 Essential Hotel Management Tips for the Perfect Guest Experience

Patrick Landman | January 18, 2021

By Patrick Landman It is now more important than ever to make every guest’s stay be as fulfilling and enjoyable as possible for your hotel. It is simply too great a risk to lose revenues as a result of bad reviews, having to issue refunds, or through other issues that generate guest complaints. In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. In this article: Personalize your hotel experience: the guest is king Break the barriers and silo mentality Rethink your value-adds What hotel guests re...

The Year of the Dog Hotel

Larry and Adam Mogelonsky | January 13, 2021

By Larry and Adam Mogelonsky It should come as no surprise to anyone that the pandemic has changed traveler behavior. By understanding some of the nuances of this progression, you can then more precisely target growing niches within the leisure segment, particularly in light of the slow return of groups and corporate guests. For now, 2020’s pivot for operations, marketing and sales was largely focused on: Cleanliness, sanitization and disinfection updates Delivery of contactless service, enabled by technology or otherwise Social distancing through physical, temporal and capacity buffers Privacy, anonymity, seclusion or r...

Shep’s 2021 Top 10 Business Predictions

Shep Hyken | January 7, 2021

By Shep Hyken Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: 1. Customers continue to get smarter. This has led to my list of predictions for several years. Our customers keep getting smarter about customer service and experience. They tolerate fewer customer service failures and demand better because they know it’s possible. 2. Customers are becoming impatient. They want what they want NOW. Consider the result of the more than 1,00...

Reexamining the Communications Hierarchy for Centennial Guests

Larry Mogelonsky | January 6, 2021

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) It seems like just yesterday we were talking about how to adjust your method of communications to better appeal to millennial guests. Now that the first of this cohort is about to turn 40, it’s time to turn over a fresh leaf and look at the next rising star in spending power. When discussing a ‘communications hierarchy’, what we are first trying to do is rank all forms of communication from most to least influential. Even with special considerations for COVID-19 safety, it’s nevertheless a matter of guiding potential customers up this ladder, knowing that the more influentia...

Technology at the Service of the Customer

Rémi Walbaum | January 5, 2021

By Rémi Walbaum Although fears that technology will wipe out jobs and human relationships in its wake, market trends show that as the world becomes more digitalized, consumers are looking for a real, concrete and personalized service. The hospitality industry has always been committed to putting people at the center of its concerns, and this is not about to change. However, it is clear that new technologies can help to further improve the customer experience. Artificial intelligence (AI) at the service of the customer Artificial intelligence (AI) unveils new data that can be analyzed to personalize the experience, predict behavior, ...

INTELITY Receives 4th Patent for Its Award-Winning Hospitality Technology Platform

INTELITY | January 5, 2021

The new patent reflects INTELITY’s deep commitment to innovation in the space of staff collaboration and platform integrations. Los Angeles, CA (January 5, 2020) - INTELITY®, the provider of hospitality’s most comprehensive guest experience and staff management platform, has today announced its fourth patent, granted by the United States Patent and Trademark Office. The patent was awarded to INTELITY for its staff collaboration and optimization tool GEMS® (Guest Experience Management System), and reflects INTELITY’s long history of leadership and innovation in hospitality technology. Founded in 2007, INTELITY was the first comp...

Q : What Is Disintermediation?

EHL Insights | December 3, 2020

In the modern age, how businesses engage their customers continues to evolve rapidly. Consumers have changed how they search out the brands they want to buy from, how they choose between options and what they expect with regards to service. Hotels need to make sure they understand the concept of "disintermediation" (the reduction in intermediaries between producers and consumers), so that they can better grasp customer needs, make the necessary changes and continue to exceed their customers’ expectations in order to thrive as a business. A keen understanding of the latest trends allows professionals in the hospitality industry to adapt ...

Accessible Tourism Identified as ‘Game Changer’ for Destinations

UNWTO | December 3, 2020

Ensuring accessibility for tourists with specific access requirements can be a ‘game changer’ for destinations around the world as they look to bounce back from the impacts of the pandemic. A new set of  Inclusive Recovery Guides from the World Tourism Organization, produced in partnership with the European Network for Accessible Tourism (ENAT), the ONCE Foundation of Spain and Travability from Australia, makes clear the importance of placing inclusivity at the centre of recovery plans and provides key recommendations for achieving this. Launched on the International Day of Persons with Disabilities, the UNWTO Inclusive Recovery Guid...

Zoox Smart Data Selected by Choice Hotels to Oversee Wi-Fi Landing Pages With Latest in Guest Experience Personalization

Zoox Smart Data | December 1, 2020

Solution deployed across 4,141 Choice Hotels to host and manage internet landing pages should lead to enhanced guest satisfaction and loyalty. Alpharetta, GA — December 1, 2020 — Zoox Smart Data (“Zoox”), an international provider of technological solutions that harnesses big data to build customer profiles from existing Wi-Fi networks, announced today that it has successfully deployed its Zoox Media solution across 4,141 Choice Hotels branded hotels along with the Zoox Smart Data platform at 197 properties. Zoox Media integrates with the hotel’s guest Wi-Fi landing page, providing a fast and direct communications channel to the...

Quality Inn Montgomeryville Adapts to Future of Streamed Guestroom Entertainment With BeyondTV GuestCast™ by Hotel Internet Services

Hotel Internet Services, Inc. (HIS) | November 10, 2020

MONTGOMERYVILLE, Pa. — November 10, 2020 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions, has been selected by Quality Inn Montgomeryville to provide its guests with the industry’s latest in fully customizable in-room entertainment with the implementation of BeyondTV GuestCast. Identifying a need to modernize its television content offerings to mirror what guests are accustomed to when at home, Quality Inn Montgomeryville with BeyondTV Guestcast now joins a growing segment of the industry that recognizes the importance of providing guests with both complete and secure control over their viewin...

The New Executive Position: CLO (Customer Love Officer)

Shep Hyken | October 30, 2020

By Shep Hyken The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App, who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. People were scared to use the L-word in business. Some still are. Some people say it’s “too soft,” but my take is that it just makes you real. If you truly love your people, love your customers and love what you do, it shows. It’s obvious. Love becomes part of the culture. My buddy and professional gifting ge...

Amadeus Is Breaking Data Silos With the First Integrated E-Commerce Platform for Hoteliers

Amadeus | October 27, 2020

The Amadeus Integrated Booking Suite is the first technology bundle to offer a complete e-commerce experience across reservations, guest management, and web, allowing hoteliers to acquire, convert, and retain guests. As the future of hospitality moves steadily towards personalization and guest loyalty, it remains a challenge for hoteliers to capture and apply the full value of guest data in an actionable way across disparate systems. During the COVID-19 pandemic it has become even more important to be able to easily leverage data to drive booking and loyalty and ultimately increase revenue. To benefit both hoteliers and guests, Amadeus is ...

Hotel Internet Services Showcases Advances in Contactless Guest Service and Entertainment Personalization Along With Latest in Wi-Fi Connectivity at C...

Hotel Internet Services, Inc. | October 26, 2020

CLEARWATER, Fla. — October 26, 2020 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, is set to offer an opportunity for industry professionals to learn about the latest technologies capable of meeting new guest expectations for safer, more connected and personalized hotel experiences at this year’s Cyber HITEC. As an official exhibitor of the virtual event taking place October 27-29 and with attendees able to visit the virtual booth until November 25, HIS will demonstrate how comprehensive in-room entertainment and guest service solutions such as BeyondTV can enhan...

Hotel Zena, a Groundbreaking Hotel Dedicated to Female Empowerment, Opens With Volara + Google in Every Guestroom

Volara | October 21, 2020

Integration and implementation of the Google Hotel Solution expands Volara’s corporate relationship with Viceroy Hotels & Resorts and launches a new relationship with the Pebblebrook Hotel Trust October 21, 2020 — New York and Washington D.C. — When Hotel Zena opened its doors this month in downtown Washington, D.C., Volara was there to get guests talking via Google Nest Hubs in each of its 191 guestrooms. Implementation of Volara’s contactless guest engagement and touchless room controls solution is part of a systemwide rollout by Viceroy Hotels & Resorts to voice-enable all guestrooms at its luxury boutique hotels. Thi...

What Paranormal Tourism Reveals About the Human Psyche

James Houran | October 15, 2020

By James Houran, Ph.D., Dallas October is ‘Halloween season’ – a fun cultural holiday for many people worldwide. It represents a socially sanctioned time of year when children and adults alike can escape to a realm of fantasy and mystery that involves the simultaneous expression of the ‘lighter’ and ‘darker’ sides of human nature. In addition to carving pumpkins, dressing in costume, and the nightly ritual of trick-or-treating, a favourite activity this month for many people is the psychosocial phenomenon known as ‘paranormal tourism.’ In fact, these excursions are very popular throughout the entire year. Over the past de...

Ritualizing The Customer Experience

Shep Hyken | October 15, 2020

By Shep Hyken I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz, an agency that uses videos to help their clients sell and service their customers, clients, guests, etc. He was interviewing me for his podcast and used the phrase, “ritualize the experience.” He used it in passing, but I realized this is a rock-solid concept that is appropriate for everyone in any company and any industry. I wrote those three words down so I wouldn’t forget them and then thought about them for the next few hours. Ritualizing the experience starts by understanding the process around y...

Nomadix Casting Enables Guests to Personalize Their In-Room Entertainment Experience

Nomadix | October 14, 2020

Simplified for Guests; Right Sized for Hotels LOS ANGELES, Calif. – October 14, 2020 – ​​Nomadix Inc​., a technology leader in hospitality and MDU, today announced its new cost-effective solution Nomadix Casting, which enables guests to choose the content they want to watch and cast it with their devices directly to the in-room TV. As more people “cut the cord” and stream their own content at home, the guest preference to access the same content when they travel has significantly increased. Nomadix Casting modernizes the guest experience while providing an affordable and secure solution for hotels to meet this new demand. ...

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