guest experience
Elevating the Ordinary: How Pride Transforms Your Work
Shep Hyken | April 18, 2024
By Shep Hyken I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.” And with a big smile, she added, “It’s job security!” What a great attitude! Laura mentioned she had been working at the airport for seven years and was just a few years from retiring. She was friendly and funny, and her positive attitude abou...
A Case Study in Optimizing Length of Stay From Wellness Capex
Adam and Larry Mogelonsky | April 17, 2024
By Adam Mogelonsky The word ‘optimization’ in today’s world implies the use of data and metrics for continuous business improvement, but it also implies making tradeoffs and devoting limited resources to certain goals ahead of others. For today’s hospitality world, we are confronted by so many data points, so many partners or siloed interests and so many different activities vying for our attention or capital. To make informed, strategic decisions that will unify various operations towards a common objective, hoteliers and owners must carefully pick the key performance indicators (KPIs) that they will optimize and prioritize. Wh...
IRIS Launches Full Integration to Shiji’s Infrasys Cloud POS to Elevate the Mobile Ordering Experience
IRIS | April 17, 2024
The robust integration marks a significant milestone in improving operational efficiency, enhancing guest experiences, and driving F&B revenue growth for hospitality operators. IRIS, a global leader in digital ordering for the hospitality industry, today announces the integration of its F&B mobile ordering solution with Infrasys Cloud POS by Shiji. This strategic partnership will enrich the guest experience, save labour and increase ancillary revenue. The IRIS mobile ordering platform empowers guests to self-serve from their own devices at their convenience. It firmly puts guests in control of their ordering experience, freeing ...
Navigating Challenges of AI and Maximizing Value in the Service Sector
Dr. Nicole Hinrichs | April 16, 2024
By Dr. Nicole Hinrichs Artificial intelligence is revolutionizing not only traditional sectors but also reshaping the very essence of hospitality and service industries. The potential for transformation is vast, yet it's imperative to advance cautiously, striking a delicate balance between technological advancement and preserving the human touch, which remains the cornerstone of the service sector. As we navigate this paradigm shift, let's try to understand the boundaries and challenges of AI application and adhere to strategic investment guidelines. Doing so not only unlocks the boundless potential AI holds but also addresses the legitima...
Why Time Is the New Currency
Audrey Hall | April 12, 2024
By Audrey Hall “Time is money” is an often-repeated phrase attributed to Benjamin Franklin. When the aphorism was written, Franklin was pointing out that time spent not working was time not making money. Fast forward to today’s society and the value, or currency, no longer comes from the time spent working to achieve results, but on the time saved. When interacting with customers, the focus is no longer on spending more time working, but on being more efficient with time. In the context of the hospitality industry, by giving time back to guests, hotels not only extend value but increase loyalty with their customer base. The ...
Investing in Wellness Tourism: A Good Strategic Move for Hotels
Angelina Chang | April 12, 2024
By Angelina Chang In recent years, the hospitality industry has witnessed a significant shift towards prioritizing wellness tourism. This movement reflects a global trend towards slower living and self-care, highlighting the importance of holistic health for individuals of all ages and backgrounds. Wellness is defined by the “Global Wellness Institute” (GWI) as “the active pursuit of activities, choices, and lifestyles that leads to a state of holistic health.” As hotels navigate this evolving landscape, investing in wellness tourism emerges not only as a lucrative business strategy but also as a commitment to community well-being ...
This Customer Could Ruin Your Business
Shep Hyken | April 11, 2024
By Shep Hyken What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. Then, I shared the findings from a study by Vanderbilt University professors Anthony J. Zohorik and Roland T. Rust. They found that up to 40% of satisfied customers don’t come back – even though they a...
Hotel X Supercharges Marketing With Automation and Dynamic Content
Hapi | April 11, 2024
The 404-room resort in Toronto implemented Salesforce Sales and Marketing Cloud for rich guest profiles and personalized guest journeys, but needed Hapi’s experienced hospitality team to access the necessary data. Located on Lake Ontario just five minutes from bustling Union Station in downtown Toronto, it’s hard to imagine there’s room for a full-service luxury resort. But stroll the 6-acre grounds of Hotel X, which opened in March 2018 as part of the Library Hotel Collection, and you’ll find multiple restaurants, a 90,000-square-foot fitness facility, a spa, a kids play center, cinema screening room, tennis, squash and pickleball...
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