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
Fulfilling the Elevated Standards of the Changing Luxury Stay
Frank Pitsikalis | August 29, 2023
By Frank Pitsikalis What one guest considers as “luxury” is different from another and for that reason, luxury hotels must offer their guests a variety of choices mapped to their individual preferences to deliver a hyper-personalized luxury experience. Choice is critical for today’s luxury travelers – choice of where to travel, where to stay, what kind of experience they wish to have, and how they want to interact with a property. As noted in a recent EHL Insights article, We keep defining the word luxury but ultimately it has to be defined by the customer. While the level of service, convenience, and attention rank high on th...
How to Increase Repeat Guests at Your Hotel
Eva Lacalle | August 24, 2023
By Eva Lacalle Are you looking to increase repeat guests at your hotel? Customer retention is one of the pivotal metrics for hoteliers because it indicates how well you're performing. Happy guests are more likely to return and become regulars. Loyal guests also cost less – you only have to invest once in acquiring them, which can be one of the most expensive fixed costs in the hotel business. Let's look at the best strategies for increasing the number of repeat guests at your hotel that will help you to boost your hotel's success and profitability. Why is it important to increase repeat guests at your hotel? The success of your hot...
Don’t Fake the Personal Touch
Shep Hyken | August 24, 2023
By Shep Hyken One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research, and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them. Using their name, remembering their past purchases, their buying patterns, and more can build confidence and trust. While personalization is nice, it is not required, and if you decide to do it, there are some mistakes you must avoid. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point t...
INTELITY, McLaren Technologies to Attend NoVacancy Hotel + Accommodation Expo in Sydney
INTELITY | August 24, 2023
During the two-day event, the companies will highlight the latest updates to the INTELITY platform Sydney, Australia (August 24, 2023) - INTELITY®, provider of hospitality’s leading guest experience and staff management platform, and McLaren Technologies announced today that it will attend NoVacancy Hotel + Accommodation Expo at the ICC Sydney Exhibition Centre in Sydney, Australia, from August 31 to September 1. As the largest annual exhibition for connecting suppliers with decision-makers from hotels, motels, and other hospitality establishments, NoVacancy delivers the latest trends and ideas, and brings together key buyers and in...
Missionize Your Mission Statement
Doug Kennedy | August 23, 2023
By Doug Kennedy Turn your mission statement into meaningful daily actions that touch the hearts and minds of both staff and guests. For decades now, it has been fashionable for companies from all industries to craft a mission statement to not only summarize its purpose, but also to give work more purpose. Over the years, the original concept has evolved into creating “values” or “vision” statements. In my job as a hospitality industry trainer, I familiarize myself with what each client’s company culture involves, among other things, and determine what, if any, statement of mission, values, or vision they have in place. As one m...
‘Experiences’ Matter for Travelers Looking for Independent Luxury Boutique Hotel Stays
Meyer Jabara Hotels | August 22, 2023
The Menhaden, winner of the ‘People’s Choice’ award for two consecutive years, is proof that people crave unique and extraordinary hotel accommodations, excursions, and amenities [Greenport, NY, August 22, 2023] — Oshibori hot towel on arrival. Breathtaking views from a rooftop deck and bar overlooking the coastline; ideal for morning coffee and yoga classes, oyster shucking, fireside S’more’s, and evening cocktails. Galley kitchens on each floor featuring local eats and pastries that are re-stocked three times a day. Concierge-packed picnic baskets filled with delicious cheeses, snacks and local wine to enjoy on area beaches...
Who Is to Blame for Poor Service?
Shep Hyken | August 17, 2023
By Shep Hyken The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. Eventually, he pulled around to get his food. It was now my turn. I waited for the person to welcome me and ask what I wanted. It never happened. I then pulled around to the drive-through window. The emplo...
Virtual Reality in Hospitality: A New Dimension of Luxury
Kevin D’costa | August 17, 2023
Immersive technologies such as virtual reality (VR) are becoming more popular by the day, redefining the entertainment industry with innovations like never before. Spatial computing, Metaverse and other new virtual adventures may have been more famous for their entertainment-based applications, but businesses increasingly realise their potential as an operational tool. VR is specifically helpful in delivering critical information to potential customers before making purchase decisions. But what are the other out-of-the-world experiences that VR promises to the hospitality industry? 1. Virtual travel Virtual explorations are one of th...
Hospitality Trends: A Glimpse Into the Future of the Industry
Lionel Saul | August 16, 2023
Step into the future of hospitality as we uncover the captivating realm of short- and long-term perspectives that are reshaping the industry. Let’s explore how technology is helping hospitality firms create an unparalleled guest experience and learn about the futuristic ideas that spark the imagination and are setting the stage for our extraordinary tomorrow. ---- HOSPITALITY INSIGHTS ---- This month, we have decided to share with you some industry trends. In the short-term perspective section, we have selected the ones you can expect to see in the next 2-3 years, while in the long-term chapter we highlight trends that will take longer to...
Augment Luxury Stays Via a Sense of Departure
Adam and Larry Mogelonsky | August 16, 2023
By Adam and Larry Mogelonsky Hotels excel at creating a strong ‘sense of place’ (sensorial brand identity) and ‘sense of arrival’ (first onsite impression), but we often neglect the ‘sense of departure’ (last onsite impression). According to the peak-end rule, this is perhaps the one area where hotels should refocus their efforts to get the most ROI. This is particularly important for luxury stays where travelers have a whole world of accommodation options. Luckily for the rest of us, many luxury hotels already have great departure SOPs that we can learn from to value-engineer a fantastic last impression in order to leave gu...
Beachy Now Available on the Oracle Cloud Marketplace
Beachy | August 15, 2023
Seamless integration with OPERA Cloud or OPERA 5 Hosted PMS and Simphony POS solutions further strengthens the company’s position as the leader in mobile technology for hotels and resorts. Miramar Beach, Fla. (August 15, 2023) – Beachy, a leading provider of modern mobile POS and booking solutions for the country’s premier resorts, announced today that they have completed the rigorous vetting process to become a member of the Oracle Partner Network (OPN). As part of the relationship, Beachy’s innovative mobile point-of-sale (POS) and amenity booking solutions are now available via the Oracle Partner Marketplace, a collection of tech...
We All Know What CX Means, But What about EX, WX, DX, UX and More?
Shep Hyken | August 10, 2023
By Shep Hyken CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience, which is the experience the customer has with your products and services. Here are some others that you may have heard of: • EX is to employees as CX is to customers. The employee experience is an important experience to manage. What’s happening on the inside is felt by customers on the outside. • WX stands for web experience. What experience do your customers have wit...
InnSpire and Bodhi Partner to Provide Hoteliers With Powerful Guestroom Entertainment Features and Controls
InnSpire | August 9, 2023
New technology partnership integrates InnSpire’s industry-leading IPTV guestroom entertainment controls with Bodhi’s advanced room control platform. Stockholm & Washington DC – August 9, 2023 – InnSpire, the leading provider of a comprehensive technology suite that helps drive a seamless, world-class guest experience for some of the world’s most iconic hotels and brands, today announced a strategic partnership with Bodhi, a cloud-based, fully integrated, property-wide building management platform purpose-built for hotel guest rooms and amenity spaces. The new partnership integrates InnSpire’s industry-leading guestroom IPTV...
Philips MediaSuite Makes Its Mark on the Mexican Market as PPDS Extends Its Local for Local Manufacturing Commitment in Latin America
PPDS | August 9, 2023
Home-from-home: Part of its steadfast global approach, PPDS has extended its commitment to its manufacturing facility in Mexico, confirming a sustainable yet substantial increase in local production in 2024. The increase is set to support the growing demand for Philips MediaSuite TVs, which debuted in the Mexican market in early 2023. Charlotte, June 2023: PPDS, the exclusive global provider of Philips professional displays and solutions, is excited to announce the latest phase of its local-for-local manufacturing approach, with an expansion from 30,000 displays in 2023 to 100,000 pieces to be produced in its Mexico facility in 2024. ...
SURVEY: 86% of LA Residents Say City Should Not Prioritize Housing Homeless Individuals in Hotels
AHLA | August 7, 2023
Despite concerns for worker safety, negative impact on tourism, Unite Here is fighting to house people experiencing homelessness next to paying guests WASHINGTON (Aug. 7, 2023) – 98% of Los Angeles residents say homelessness in the city is a crisis or a major problem. Despite that, 86% say LA should not prioritize housing people experiencing homelessness in hotels, according to a new survey commissioned by the American Hotel & Lodging Association (AHLA) and conducted by Public Opinion Strategies. LA residents are set to vote in March 2024 on whether to require all local hotels to house unhoused individuals next to paying guests as pa...
The Perfect Way To Impress Your Customers
Shep Hyken | August 3, 2023
By Shep Hyken We have the privilege and honor of working with some amazing clients. One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. The client is a travel company and had a VIP client that had worked with them for more than 20 years. His agent, Katie, referred to as a relationship manager,...
Karisma Hotels & Resorts Launches Autism Concierge
Karisma Hotels & Resorts | July 31, 2023
Achieves Autism Double-Checked certification for select resort brands in Mexico and the Dominican Republic MIAMI, July 31, 2023 /PRNewswire/ -- This week, Karisma Hotels & Resorts, in partnership with Autism Double-Checked, is pleased to announce the introduction of the world's first-ever Autism Concierge. providing a dedicated contact for all autism-related questions and serving as an extension of the Autism Double-Checked comprehensive three-part training program. Karisma Hotels & Resorts is the first hotel group to offer an Autism Concierge, which encourages guests traveling with a child with autism or adult guests wit...
Does Your Reservations Call Scoring Criteria Need To Be Updated?
Doug Kennedy | July 25, 2023
By Doug Kennedy When our KTN team onboards clients for either traditional mystery shopping or for call scoring of actual recordings (as captured in our clients’ various cloud-based platforms), part of our process is reviewing their existing call criteria. As a result, I get to peek behind the scenes and see what their reservations, front desk, and/or contact center staff are being trained to say. What I find is that most organizations are still using the same reservations call handling criteria as they did long ago, despite the fact that so much has changed on the caller’s side of the conversation. When it comes to information, t...
How to Stay on Top of Your Guest Feedback
Cendyn | July 21, 2023
When it comes to running a successful hotel, keeping a finger on the pulse of guest feedback is an absolute must. We know the sheer volume of feedback pouring in can feel overwhelming, but trust us, the benefits are well worth the effort. In today’s customer-centric world, guests are no longer satisfied with just a place to lay their heads; they crave a personalized experience that leaves a lasting impression. To deliver that level of service, you need to truly understand your guests – and the best way to do that is by asking them directly. Guest feedback holds the key to unlocking invaluable insights that can drive operation...
Meeting Expectations Versus Managing Hope
Shep Hyken | July 20, 2023
By Shep Hyken At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Then it was my turn to speak. I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction. Sometimes meeting expectations is a perfect experience. In my customer service keynote speeches, I talk about Managing the Moment. The idea comes from Jan Carlson, and if you’ve been following me, you will recognize t...
‘It’s Out of My Control’ Is a Bad Excuse
Shep Hyken | July 13, 2023
By Shep Hyken Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing. Upon checkout, I was asked, “How was your stay?” I responded, “I love this hotel. It’s too bad about all that noise from the road construction.” The front desk employee pr...
Fantasyland Hotel Partners With INTELITY for Mobile Guest Experience
INTELITY | July 13, 2023
The exceptionally unique, experience-forward property puts guest convenience first with mobile check-in, mobile key and more Los Angeles, CA (July 13, 2023) - INTELITY®, provider of hospitality’s leading guest experience and staff management platform, has announced today a new partnership with Fantasyland Hotel in Edmonton, Alberta. The fun-seeking hotel has deployed INTELITY’s mobile offerings providing guests with mobile check-in, mobile check-out, and mobile key, while streamlining the day-to-day operations for staff through GEMS® — INTELITY’s suite of staff-facing tools. Located in West Edmonton Mall, the most comprehens...
Sojern Acquires VenueLytics to Bolster Its Platform for the Hospitality Industry
Sojern | July 11, 2023
SAN FRANCISCO – 11 July, 2023 – Sojern, the leading travel marketing platform, today announced the acquisition of VenueLytics, the hospitality industry’s most integrated guest experience platform serving independent hotels, resorts, chains and casinos. Sojern will incorporate VenueLytics’ capabilities as an extension of the Sojern Travel Marketing Platform. Sojern has long been a direct bookings driver for hotels—providing comprehensive digital advertising solutions that help travel marketers find, attract and convert new travelers, re-activate existing guests to build loyalty, and maximize net revenue per available room (RevPA...
Will AI Make Us Dumb?
Shep Hyken | July 7, 2023
By Shep Hyken I was just at an industry conference focusing on AI (Artificial Intelligence). Someone commented, “AI is going to make us stupid.” Elaborating on that statement, the commenter’s reasoning was that it takes thinking and problem-solving out of the process. We will be given the answer and won’t have to know anything else. I can see his point, but there is another way of looking at this. In the form of a question, “Did calculators make us dumb?” I remembered getting a calculator and was excited that I could do long division by just pushing the buttons on the calculator. Even though it gave me the correc...
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