Sense of Arrival Back at the Forefront
Larry and Adam Mogelonsky | October 13, 2021
Where Are All These Guests Who Supposedly Prefer Humanless Hotel Experiences?
Doug Kennedy | August 17, 2021
Guest Experience
ASSA ABLOY Global Solutions Approves ID&C for Hotel RFID Wristbands
ID&C | May 25, 2021
ID&C, a leading supplier of RFID (Radio Frequency Identification) credentials to the hospitality industry has been accredited as an Approved Vendor of RFID wristbands by hotel access solution company ASSA ABLOY Global Solutions. RFID wristbands have grown in popularity as they offer a convenient way for guests and staff to gain access to hotel rooms, amenities and in some cases pay for food and beverages. Florida-based ID&C, part of Avery Products Corporation and owned by CCL Industries Inc., makes custom wristbands fitted with RFID microchips that are programmed by hotels to open door locks and other amenities for guests and st...
The Spirit of Hospitality Flows Like Currency – Your Heart Is the Power Bank
Doug Kennedy | May 19, 2021
By Doug Kennedy Have you ever walked in to work at a hotel or hospitality company and immediately recognized that someone, somewhere has determined that today is going to be “one of THOSE days”? It’s almost like someone posted a sign at the staff entrance to make it official. When you greet your first co-worker, they mysteriously transfer the bad vibe over to you. Before you know it, you too are sending the same negative vibe on to others. Pretty soon it begins to feel like everyone on your work team is also experiencing “one of those days.” Have you ever noticed that during days like these, the guests you encounter seem to...
Tourism After Lockdown: Guest Expectations Today and Tomorrow
STR | May 17, 2021
As vaccine programs continue across the world and we see warming attitudes toward travel alongside increased accommodation bookings, it is important to take stock and assess how the pandemic, and it’s resultant impact on consumer behavior, may leave an indelible mark on hospitality. COVID-19 has forced us to see the world differently. Previously the hustle and bustle of busy destinations sparked excitement for many travelers, but during the crisis, personal safety concerns and social distancing led to radically different perceptions of these types of destinations and experiences. The extent to which traveler perceptions and behavior w...
Maestro PMS Integration With HelloShift Brings Seamless Guest Messaging and Comprehensive Hotel Operations
Maestro PMS | May 17, 2021
MARKHAM, ONTARIO — MAY 17, 2021 — Following the impact of the pandemic, hotel guest service and communication is more virtual than ever. The new integration partnership between Maestro PMS and HelloShift brings their mutual clients a Guest Messaging Solution that is simple and intuitive for staff and guests to use. In addition, because HelloShift’s unique messaging platform includes comprehensive hotel operations software, no guest request slips through the cracks. Warren Dehan, Maestro PMS President, said: “We are excited and delighted to partner with HelloShift to provide an excellent Guest Messaging and Staff Collaboration solu...
Are You Ready for Takeoff?
JC Thompson | April 29, 2021
By JC Thompson The pent-up desire to "hit the road" is forecasting a strong travel comeback. Are you ready? With hotels not fully opened and yet occupancies are at max capacity, the challenge will not likely be revenue or REVPAR. The challenge will be expectations. Customers will expect the same levels of service. They won't care much about your challenge with finding employees or that your customer service skills have been out of practice as they were replaced with COVID-19 regulations and survival skills. "You have got to be kidding me. I paid $350 for a room that no longer includes daily housekeeping services, there is a stain on the...
The Return to Genuine Hospitality
Travel Outlook | April 21, 2021
Why the First Touch Point Sets the Tone for Your Brand In a digital age, when a potential guest picks up the phone to make a reservation, they expect a personal touch on the other end. Chances are, they’ve exhausted all digital booking avenues and are seeking true customer service by a trained professional. The consequences of not having a professional call center backing your reservation department could be detrimental to your business. Additionally, the benefits of having a trained call center serve your business could take it to new heights. Having a professional call center with highly trained agents who know the ins and outs of...
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...
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