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Ever since the introduction of Big Data, individualized experiences have become the new status quo. Advertisements online highlight products we’ve previously shown interest in, video streaming services suggest content catered to […]

A hotel’s personalization of service is the key to create an unforgettable experience for guests. A personalized hotel experience goes beyond the kind of amenities you have or discounts in […]

As hospitality industry trainers know, using symbols and models can help trainees grasp abstract concepts and make seemingly-complex paradigms easy to understand. Seems like is a good time for the […]

Hotels train staff to ask that question. But should they? We don’t think so. Firstly, posing that question to a returning guest will likely leave them feeling pretty underappreciated. Second, […]

As hotels prepare and refine their loyalty program strategies for 2018 there are apparently three key hospitality trends that the collective industry needs to prioritize. That is according to Barry […]

Catching as many direct bookings as possible at your B&B will deliver more profit, since you won’t have to pay commission to an online travel agent. Guest data plays an […]

As a hotelier, there is simple, albeit crucial, understanding that should guide your on-going business approach: If you aren’t looking to the future, you’re probably already behind. NB: This is […]

There’s an idea one is taught in business school that one should invest a lot of money into loyalty systems because loyal customers are the cheapest. The numbers are “obvious” […]

Revenue managers spend a lot of time and resources (rightly so) trying to determine the lifetime value of particular guests. Perhaps a better strategy would be to shift their attentions […]

Is a loyal hotel guest more valuable than a first-time hotel guest? Tricky question. The inherent rules of hospitality would say no: All guests are equally valuable to the hotel. […]