guest experience
Guest Communication: 5 Tactics for Multi-Property Hotel Groups
Guest communication is a powerful tool for revenue, brand recognition and reputation. When talking about multi-property hotels, it is even more important
How Clarity Reveals Revenue Waste Along the Guest Journey
If we follow the guest journey, stage by stage, it becomes clear just how much waste stands between the guest and their experience
When is the Best Time to Offer Free Hotel Room Upgrades?
When used strategically, free room upgrades are a powerful tool for hotels to optimize occupancy, enhance guest experience and build loyalty
New Hotel Owner: When to Raise Rates and When Not To
Setting rates is a delicate balance. Price too high, and you could slow bookings. Price too low, and you’re working harder for less
Guest Loyalty in 2025: The Shift From Points to Relationships
Adapting to a shift from points based guest loyalty to relationship driven strategies is no longer optional; it is key for long term growth
AI is Changing Guest Behavior: Adapt Before it is Too Late
Artificial Intelligence is reshaping guest behavior at lightning speed. We break down how this transformation is redefining guest expectations
The Guest Has Arrived. The Card Has Not
Payment isn’t just a back-office issue; it’s central to guest experience. When it doesn’t work, it creates confusion for the hotel and traveller friction
8 Common Front Desk Pain Points and How to Resolve Them
Despite the best intentions, operational challenges can disrupt your welcome. Here’s how you can overcome these pain points at your front desk
From Booking to Post-Stay: Optimizing the Guest Journey
The guest journey is not so linear or predictable anymore, and every stage presents both challenges and opportunities to deliver a great experience
Guest First Leadership: The New Role of the GM
It’s time to restore the GM as the orchestrator, the accountable owner of the guest journey who aligns all specialists around one narrative
