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Tuesday , November 21 2017

Tag Archives: Guest experience

Phone manner matters

“The hotel room wasn’t clean or very comfy, the roof leaked… but Paul the reception guy was awesome,” said one Sydney hotel reviewer...

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CRM success is built on partnerships

Participating in a recent panel discussion in Toronto sponsored by Global Hotel Alliance (GHA) alongside experts from Acxiom, Serenata, Oracle and Cendyn served to be a truly enlightening hour and half on the future of customer relationship management (CRM).

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Leadership lessons learned

Earlier this month I observed a difficult situation playing out at hotel where I was a guest, and it provided an invaluable reminder of just how important effective leadership is when things go wrong in the hotel business.

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