In hospitality, service recovery provides a rare opportunity for businesses to turn a lackluster experience into a memorable one by harnessing the needs and desires of their guests

Unlike Loyalty in most airlines, Revenue Management can look at the entire passenger landscape. Looking at every passenger – including FFP members, alliance status holders and “infrequent” flyers

Is a one-size-fits-all technology solution ever what it’s cracked up to be? Almost never. Here’s why, and what questions Hoteliers nned to ask when considering new tech

Many benchmarking, especially from third-party companies, show only comparison with comp set aggregate data. This, in addition to ensuring greater confidentiality, also allows a certain reliability

Google’s goal is to bring users more relevant search results quickly. Google AI is constantly analyzing how users are searching and the way searches are phrased might invoke a different result

The short-term rental ecosystem is growing, which means many winners are set to emerge. Expect further brand-driven professionalization, more outside investment, and vendor consolidation

The end of RFP season does not mean it’s time to slow down for Business Travel Sales Managers, but instead it’s time to manage and maintain the accounts we’ve worked so hard to obtain

For hoteliers, guest loyalty has become an increasingly elusive concept. Today, it is more about creating an inspiring, fun, and authentic guest experience across the entire journey

While the modern booking process often ably captures a hotel guest’s email address, it’s not a given. OTAs and other booking platforms, weary of competition, sometimes deny hotel teams such info.

Why am I talking about Facebook? It is the senior citizen of social media. I often call it the AARP of social media channels. The thing is, they own Instagram: that’s where the “influencers” come from!