CCPA, CPRA and the Changing Privacy Landscape
Cendyn | January 20, 2023
The protection of customer data is a crucial component of every hotelier’s digital strategy. Given the recent passage of new legal provisions in California, online privacy concerns are more important than ever. What are the new measures, and how will they impact the hospitality business? Here’s what you need to know. 2023 is a brand-new year. And now that the confetti has been swept up, the champagne bottles have been recycled and the “Auld Lang Syne”s have been sung, it’s time to take a look at what’s on the horizon for the hospitality industry. Many hoteliers are already aware of several important legal changes that have t...
New Research On American LGBTQ+ Travelers Reveals Important Insights for Travel Marketers
MMGY Travel Intelligence | January 19, 2023
AMONG THE KEY FINDINGS, PERSONAL SAFETY AND STATE POLITICS SIGNIFICANTLY IMPACT LGBTQ+ TRAVELERS’ DECISIONS ABOUT WHERE TO TRAVEL, BUT COST OF TRAVEL IS THE TOP DECIDING FACTOR MMGY Global has released a new research report, Portrait of LGBTQ+ Travelers in America™ – a comprehensive study into this group’s travel behaviors, sentiments and attitudes. The research sampled more than 3,000 American LGBTQ+ travelers and was devised with input from a steering committee of professionals from LGBTQ+ organizations focused on travel, tourism and empowerment of the LGBTQ+ community. One of the key takeaways from the study is that representat...
Three Ways to Create an Employee Experience That Creates a Better Customer Experience
Shep Hyken | January 12, 2023
By Shep Hyken Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees...
Southwest Airlines’ Christmas Catastrophe Is a Cautionary Tale for All Hotel and Travel Brands
Steve Lapekas | January 12, 2023
By Steve Lapekas Perhaps it goes without saying – Southwest Airlines did not have a particularly merry Christmas. While many beloved, nostalgic Christmas movies depict moments of seasonal chaos – especially those of the airport variety (missed flights, lost baggage, and sudden winter storms wreaking havoc on itineraries) – there was nothing redeeming or nostalgic about Southwest’s meltdown. Instead, the airline now finds itself licking major financial wounds in the wake of what is best described as a PR nightmare that left countless customers without a way home for Christmas. If you missed the barrage of news stories regarding Sout...
Using the Labor Data from Hotel Effectiveness to Minimize Costs and Turnover
Adam and Larry Mogelonsky | January 11, 2023
By Adam and Larry Mogelonsky While the pent-up demand from 2022’s travel recovery has now normalized, hotels are still mired by inflationary wages and high turnover. This presents a sweeping, existential issue for the industry on multiple fronts, with labor issues at the forefront of discussion heading into this year’s ALIS (American Lodging Investment Summit), happening January 23-25 in Los Angeles. For owners and investors, increasing labor costs mean less going to the bottom line which can disincentivize capex and product innovation. For operations, staying within budget can mean cutting corners elsewhere, ultimately impacting se...
The Return of Business Travel, and the Rise of the Flexcation
Haley White | January 6, 2023
By Haley White Business travel begins its comeback in 2022 According to the U.S. Travel Association Q3 Business Travel Tracker, which surveyed business travelers and corporate executives in September of 2022, business travel has almost caught up to pre-pandemic levels. Most respondents plan to travel for business in the next 6 months, taking on average 1.8 trips per month, compared to 1.9 pre-pandemic. Expedia Group’s first-party data also showed increasing business travel in Q3 of 2022, as there was a 10% uplift in demand from travelers with a business profile. This return of business travel was particularly impactful for big ci...
Hospitality Trends 2023 – the Future Ahead
Tatyana Tsukanova | January 6, 2023
By Tatyana Tsukanova, Lionel Saul As 2022 draws to an end, we can all agree that it has been, once more, a roller-coaster ride for the hospitality industry. However, there is no time to reflect on this year as everyone is already looking ahead to 2023 and predicting which trends will impact our industry. We have summarized eight dominant trends and three springs of innovation we can’t ignore. And, traditionally, some inspiring ideas for you for this Christmas season! Industry insights Trends within trends Exchange rates affecting travel and tourism As of December 2022, the U.S. dollar is at a favorable exchange rate agai...
Tourism Tidbits: Reviewing Some of the Travel & Tourism Industry’s Basic Principles – Part One of a Two-Part Series
Dr. Peter E. Tarlow | January 5, 2023
Dr. Peter Tarlow The past year, 2022, was the first year since the great pandemic. Although there were continual Covid-19 challenges, for the most part, tourism returned to its pre-COVID days: planes and hotels were full, we saw long lines at attractions and people began to speak about over-tourism instead of too little tourism. That does not mean that the past year was without challenges and the new year will be smooth sailing. The new year (2023) will require the travel and tourism industry and its professionals will have to face both ongoing challenges and new challenges. Travel and tourism cannot be separated from the world c...
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