Saturday , June 23 2018

Tag Archives: service

What guests want, what hotels need

Unlike a comfy hotel bed or rain shower, dining and conference equipment rarely get great write-ups from guests or attendees – but if you get it wrong, you sure can expect to hear about it.

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Luxury hotel trends to watch

Small Luxury Hotels of the World (SLH), in partnership with global trends analysts Trendwatching, looks at what will be shaping the luxury boutique hotel experience in 2018.

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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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When guests complain, be all EARS!

Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on any given night, it should not be surprising to any hotelier that at some point during a shift every colleague is likely to encounter complaints.

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The communications hierarchy in 3 principles & 5 tips

For going on a decade now, Larry Mogelonsky has encouraged professionals to reexamine their B2B and B2C communications in terms of how the medium impacts the message itself. To help organise his thoughts on the matter, he proposed a heirarchial flowchart outlining 13 different forms of modern communications based on the level of importance conveyed by each.

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