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Tour Guiding the Guest Experience
August 2, 2018
By Roberta Nedry
Sometimes I just can’t help myself! I see a darling couple, standing on the restaurant dock, taking photos of each other. I must...
The More You Give the More You Get
July 25, 2018
By Shep Hyken
There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is...
Train Your Front Desk Colleagues to Be “Memory Makers”
July 24, 2018
By Doug Kennedy
The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest’s stay every shift, every...
The Hotel Business Rebuilds Servuction
July 10, 2018
By Georges Panayotis
What if it was all for nothing? What if living an unforgettable stay experience, which one will absolutely want to repeat, depended only...
You Might Go Faster Alone, but You Go Further With Company
June 26, 2018
by Georges Panayotis
In reality, what are Google, Amazon, Facebook, Apple or AirBnb? Technology companies? No! They represent new ideas and a bold vision of...
Opportunity Intersection: The Corner of Technology and Service
June 8, 2018
Studies show 70 percent of customers will stop doing business with a company after one bad experience, while nine out of 10 say they would pay more to...
Unlocking the Mystery Behind Travelers Planning and Booking
May 15, 2018
Carolyn Childs, strategist at MyTravelResearch.com, says there are simple things travel brands can do to capture the traveller at the key planning and booking...
Holiday Inn Express and Marriott Earn Top Customer Experience Ratings for Hotels, in Temkin Group’s Annual Survey
April 2, 2018
WABAN, Mass., April 2, 2018 -- Holiday Inn Express and Marriott deliver the best customer experience in the hotel industry,...
Opening Doors and So Much More
January 23, 2018
By Magnus Friberg
In today’s modern landscape, constantly evolving with increased technological innovation and demand, we all have a world...
L’Envie D’Avoir Envie, or the Desire to Desire: The Johnny Syndrome
December 13, 2017
By Georges Panayotis
The heart has its reasons that reason cannot understand. In this era of customer experience, all that is authentic, all that is lived, it...
Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!
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...
Building Customer Loyalty – How Easy Is It?
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:
Local Measure Partners with Cisco to Offer a New Social Sign On, Building Richer Customer Experiences, Understanding Guest Behavior, and Gathering Valuable Data
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
Courtyard by Marriott Earns Top Customer Experience Ratings for Hotels, in Temkin Group’s Annual Survey
March 20, 2017
WABAN, Mass., March, 20 2017 -- Courtyard by Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience...
Technology and Data Hold the Key to Elusive Guest Loyalty and Fuel Competitive Edge for Hotels
December 9, 2015
Sabre commissioned study finds guests are increasingly willing to share data in exchange for personalized hotel service
SOUTHLAKE, Texas – Dec. 9, 2015...
How Hospitality Professionals Can Help Customers Help Themselves and Why It’s Important to Do So Now
July 8, 2015
By Jim Freeze
Your guests are changing, and at the heart of that change is the intersection of mobility, self-reliance and generational transformation....
Cornell Study Finds that Loyal Sports Fans Focus on Complete Service Experience
December 17, 2014
Ithaca, NY, December 17, 2014 - The most loyal sports fans have very different expectations from first-time customers, according to a study published by the...
Lessons from Puerto Rico
October 1, 2014
by Sam ParkerMy family and I went to Puerto Rico for a quick vacation. When we landed, we hopped the Hertz shuttle bus to get our rental car. For one of the...
The Hotel Employee Curiosity and its Effect on Differentiation of Hotel
August 21, 2013
by Osvaldo Torres CruzAugust 21, 2013
One of the advantages which the Hotel obtains from experiential hospitality is to perceive the guest in a different way,...