Hotel X Supercharges Marketing With Automation and Dynamic Content
Hapi | April 11, 2024
Overcoming the Huge Disconnect Between Service Mottos and What Guests Actually Experience
Doug Kennedy | February 12, 2024
Guest Experience
InterContinental Malta Implements Guestware to Personalize the Guest Experience
Guestware | November 29, 2017
Guestware Guest Response Solution Streamlines Request Fulfillment; Helps Anticipate Guest Preferences Seattle, WA – November 29, 2017 – Guestware announced that InterContinental Malta in St. George's Bay implemented Guestware to personalize the guest experience and simplify staff response to requests. Guestware is an integrated Guest Experience (GX) software solution used by hospitality companies around the world to deliver exceptional guest satisfaction. InterContinental Malta is an exclusive 481 room and suite beachside resort. Click here for more information on how to streamline operations and personalize guest service w...
Using Microlearning and Training Tech to Boost Team Morale
Larry Mogelonsky | November 15, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Making guests happy is a noble pursuit for any hotel as we all know this translates into higher occupancies, the ability to grow rate, more asset value and quite a few other monetary advantages. While we can talk to no end about physical and operational upgrades that contribute to this goal, perhaps none is more impactful than having motivated and attentive associates servicing your customers. After all, this is a people business, so your guests' experiential satisfaction will ultimately be influenced by the happiness of your very own employees. This leads to the question about how ...
Angie Hospitality Selected to Present Voice-Assistant’s Hotel Guest Wi-Fi Innovation at WBA Wireless Global Congress
Angie Hospitality | November 14, 2017
Developer of world's first 24-hour interactive hotel guest room assistant to present innovative, secure and personal guest room Wi-Fi feature set at leading wireless technology conference SAN JOSE, Calif. – November 14, 2017 – Angie Hospitality, creator of the world's first voice-based guest room assistant and in-room Wi-Fi access solution developed specifically for hotels, has been selected by WBA (Wireless Broadband Alliance) to present at this year's Wireless Global Congress in New York City. During the four-day event, which is scheduled to take place November 13-16 at The Roosevelt Hotel, Angie Hospitality's CEO, Ted Hel...
Fix the Debit Card Problem at the Front Desk
Tucker Johnson | November 9, 2017
By Tucker Johnson Many guests are unaware that at check-in a hotel is just authorizing their credit or debit card, not charging them for their stay. The charge occurs at check-out and is typically done on the same card that was originally authorized and used to check-in. In the case of a credit card, the authorization is easily released; the card is then charged, and the whole transaction is very smooth. This is not the case with the use of a debit card, however. When using a debit card, the initial authorization is also released when the card is charged. The problem occurs with the way the releases are processed. Debit card releases ca...
Do You Train Your Team To Be Locally Authentic?
Larry Mogelonsky | November 8, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) By now, the phrase 'local authentic experience' has been tattooed on every hotelier's back ever since it started to trend some five to ten years ago. And yet, even to this day many properties have some serious shortcomings in this area, either through a lack of attention to detail when it comes to soft goods and decor items with local flair, or associates' lack of knowledge regarding the immediate neighborhood. True, we have brand standards to abide by, but that shouldn't stop you from engaging in small acts of regional expressionism, especially when you already know that it is such...
Bartech Demonstrates Latest Advances in Hotel Minibar Design and Technology at BDNY 2017
Bartech | November 7, 2017
Global leader in automated minibar innovation to showcase wireless eTray, Neotray and eDrawer solutions New York — November 7, 2017 — Bartech, a world leader in profit-generating automatic minibar solutions for the hospitality industry, is set to present hoteliers with the latest in minibar innovation at this year's upcoming Boutique Design New York (BDNY) show. Taking place November 12-13, at the Jacob K. Javits Convention Center in New York City, BDNY attendees visiting booth #364 will have the opportunity to take part in live demonstrations of Bartech's innovative standalone eTray, as well as the adaptive Neotray guestro...
Former Head of Mitel Americas Hospitality Sales Joins Percipia Hospitality Solutions as New Global VP of Sales
Percipia | November 7, 2017
Chicago, IL – Percipia, a globally recognized technology leader in the hospitality industry, has named Speleos Dravillas as its Vice President of Global Sales. Speleos, a veteran of the Unified Communications Solutions space, brings his expertise to Percipia as they continue their aggressive growth plans globally. Percipia offers custom solutions to improve both the guest experience and back-office Unified Communications needs. Previously, Speleos oversaw Mitel's Connected Guests Hospitality Sales for the Americas and held previous Sales Leadership roles with Mitel for eleven years. Before that, Speleos, or "Spe," was Chief Busine...
Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!
Doug Kennedy | November 6, 2017
By Doug Kennedy As a hotel industry hospitality trainer, I surely have a more critical eye for detail than the average guest, yet I still try to be patient regardless. As a lodging industry conference keynote speaker, I often stay at large resorts that cater to conventions., so I always remind myself to lower my expectations for hospitality, as they are rarely met. Typically, I find myself as the only guest in the lobby (checking outside of the mass arrival times), yet still having to wander through rope lines. After navigating the maze, I stand there staring at the top of someone's head as they seem to obsess on the computer screen. Fi...
Building Customer Loyalty – How Easy Is It?
Chamberlin Public Relations | November 1, 2017
Here's an exchange a traveler recently shared on Twitter, recounting a quick but memorable check-in experience at a major branded hotel: Me: I'm checking in Him: Long day? Me: Too long Him: Here's a voucher for the bar. Yes, building loyalty can be that simple. Whether a property is branded, independent, large or small, a hotelier can make a guest's stay a lot more memorable by anticipating their needs and personalizing the experience. And once a guest has had a positive experience, they'll be much more likely to share that story on TripAdvisor, Yelp and other review sites. (For the record, the traveler in the above exchange made a poin...
[Infographic] It Pays to Know Your Hotel Guest
SHR | November 1, 2017
In an increasingly competitive hotel market, truly knowing and engaging your guests has never been more important, and that includes understanding their generation. But only one in five guests report being fully engaged. Learn how these low engagement numbers translate into a huge opportunity for hoteliers as SHR walks you through understanding, reaching, and converting more hotel guests from every generation. ...
What to Consider for Your New Hotel Website
Larry Mogelonsky | November 1, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Everyone knows you need a functional website, no matter the business or the locale. For hotels, most of us recognize that often a website may be a customer's first introduction to your property. As such, it should entice, educate and make them want to stay with you. Hence, for many GMs, one of the largest items on the 2017 marketing budget is likely the development of a new website, or at the very least a refurbishment of the current one to show newcomers that there's something new to get excited about. This can come in the form of new interfaces or layout schemes, pages, offers, ev...
Making Sense of the ‘Level Playing Field’ Plea
Larry Mogelonsky | October 25, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) I attended an interesting travel panel during the summer in my hometown of Toronto. The topic was the leisure segment, with the panelists all senior members of tourism bureaus and hotel organizations, while their presentations quoted the usual ream of statistical gobbledegook. The mood was rosy as Canadian travel statistics have never been better with the nation approaching its 150th anniversary. The ebullience in the room was so thick that I felt that it couldn't be cut with even the finest Japanese samurai sword. But then I asked the question with a somewhat naïve tone, "Have...
Kennedy Training Network Appoints M. Cathy Cook as Executive Director of Training & Development
Kennedy Training Network | October 24, 2017
Prior to joining KTN, Ms. Cook served for 17 years as a Manager – Development, for the Learning & Development Division of Marriott International Davie, Florida – October 24, 2017 – Kennedy Training Network, Inc., a premier provider of hospitality sales & guest service training for clients throughout North America and Europe, announced the appointment of M. Cathy Cook as Director of Training & Development. Ms. Cook will oversee KTN's existing team of hospitality and sales trainers while also personally delivering KTN's extensive menu of workshop topics. Additionally, Ms. Cook will design new programs to expa...
Intelity Continues Strong Growth Trajectory with New Customers in 2017
Intelity | October 24, 2017
Millennial travel is contributing to the demand for Intelity's technologies [Orlando, Fla. – October 24, 2017] —Intelity, the creator of the world's first and most widely used integrated Guest Services Platform, is announcing continued record-setting performance and growth, deploying its solutions at properties that include hotels, resorts and casinos throughout North America, Europe, Asia, and Australia. "There are several factors contributing to the continued growth and success of Intelity, the main one being our commitment to ongoing research and development of new technologies," said David Adelson, Intelity president and...
Your Wine List Is Too Long
Larry Mogelonsky | October 18, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) One of the fundamental marketing principles I abide by is: Keep It Simple Stupid. While that fourth word is often incorporated only to make it into a highly memorable acronym (KISS), it is not far from the truth. Perhaps the more apt word is 'busy' in that we are all too rushed and distracted to notice everything that's happening around us. For example, you stand at a busy urban intersection. Have you noted what the make and model of every car that passes by? Have you read every billboard? Do you notice the attention to detail that goes into each person's fashion sense? We have so m...
As Business Centers Remain Required – Space Savings Technologies Provide Innovative Solutions
TTI Technologies | October 18, 2017
October 18, 2017 – New York, NY – What is the current status of the Hotel business Center? "It's evolving," says Steve Blidner CEO of TTI, "Business centers are still a service hotels need to provide, however, environments and guest requirements continue to change. Space has become an issue in many properties which opens the door to utilize new technologies." "One such example" Blidner went on to say is The Americana Inn, In New York. "The property had limited lobby space however their guests still needed to print boarding passes. Also they wanted to provide a concierge, market services and set up a profit center. We worked ...
Guests At The Greenwich Hotel Have A New Way To Get In Touch With The Front Desk
ALICE | October 17, 2017
Luxury NYC boutique hotel reports greater satisfaction among both guests and staff New York, NY, October 18, 2017 – ALICE, the operations platform that empowers hotels to deliver a better guest experience through consistently excellent service, is celebrating a successful year of partnership with New York City's Greenwich Hotel and Alta, the tablet provider that enhances a guest's stay by allowing users to discover and request available goods and services. Through this partnership, guests at The Greenwich Hotel have been requesting services and amenities as well as uncovering the surrounding area, all without having to swing by ...
Why Improved Benefit Engagement Is the Key to Improving Hospitality Retention Rates
Chris Whitlow | October 12, 2017
By Chris Whitlow Many people might assume working in hospitality is less stressful than other industries. While hospitality employees may work in a luxurious environment, surrounded by happy families and individuals on vacation, their jobs can still be extremely stressful. In addition to meeting their managers' high expectations, working long and sometimes non-traditional shifts, and the never-ending needs of new customers every day, hospitality employees are also expected to be helpful, pleasant and friendly to each customer they encounter. This work-related stress is in addition to whatever issues hospitality employees may have going ...
5 Things the Hotel Industry Can Learn from Cruise Lines
Kacey Bradley | October 12, 2017
By Kacey Bradley As an industry, finding useful lessons from other industries that seem completely different may feel impossible. But sometimes that extra effort pays off, because you can make improvements to your own industry that you may not have thought about otherwise. Especially when it comes to customer service that can make or break a business. That's why it's so important to study what cruise lines do to make their customers keep coming back for more to help the hotel industry find the same results. Sometimes brands hit a dead end and customers can sense it, leading to major losses. Fix this problem by focusing on five things th...
Reinvigorate Your Guest Satisfaction Surveys
Larry Mogelonsky | October 11, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Does any hotel still offer customer satisfaction surveys? Do you, as a hotelier, rely upon comment cards as a quality control for your operations? A decade ago, the answer would undoubtedly be yes, but now it isn't so black-and-white. Let's reflect on what's happened, specifically related to the advent of internet-born travel websites. With the success of online review sites, including the behemoth that is TripAdvisor, it's all too easy to surmise that their growth was primarily because of how they aggregated hotels and cross-linked to OTA booking engines. However, we must also stom...
When Guests Complain, Be All EARS!
Doug Kennedy | October 11, 2017
By Doug Kennedy Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on any given night, it should not be surprising to any hotelier that at some point during a shift every colleague is likely to encounter complaints. Surely we can and should do all that is possible to prevent short comings, but it is also essential to train everyone how to respond in such a way as to not only fix what is broken, but also to show compassion for the guests' inconveniences. To their credit, most hotel operators seem to be working hard to improve the overall quality of the...
The ProSo Method to Achieving Service “Wows”
Jana Love | October 9, 2017
By Jana Love In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they provide. There is a short list of companies that are noted and revered for consistently achieving this service level. The challenge often misunderstood is executing and delivering the "wow factor". Here's what I mean, as a consumer, we expect a certain level of good, consistent service and anything above this is a bonus. This isn't close to the level of service we are talking about regarding "wow." Studies show 65% of customers that are "satisfied&qu...
What You Need to Know About Drone Photography for Hotels
Larry Mogelonsky | October 4, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) The saying goes, "A picture is worth a thousand words." Now imagine what a video says! Last year, some 750,000 drones – known to the professional industry as Unmanned Aerial Vehicles and abbreviated as UAVs – were sold through big box retailers, with a forecast of over a million transactions this year. In parallel are frequent stories on the evening news recanting tales of UAVs making close contact with commercial aircraft in tandem with the fitting calls for regulation of this fast-growing, seemingly recreational activity. If you own or operate a large resort, golf cou...
Local Measure Partners with Cisco to Offer a New Social Sign On, Building Richer Customer Experiences, Understanding Guest Behavior, and Gathering Val
Local Measure | October 4, 2017
Through Advanced Wi-Fi Integration, Hotels and Hospitality Providers Can Finally Have a 1:1 Relationship with Guests – While They are on Property Sydney and New York – October 4, 2017 - Local Measure, the leading location-based social intelligence platform for hospitality and tourism, announced a Wi-Fi integration with Cisco that enables hotels and other hospitality providers to identify and connect with guests while they are on property, personalizing the customer's experience while they are at the venue. Leveraging Local Measure's proprietary social intelligence technology, providers deploying Cisco wireless technologies- ...
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