guest

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. […]

Back in 2015, a guest staying at Starwood Hotels tweeted that his room was cold. A few days later, he walked into his room to find an alpaca throw, a […]

If you were to call a hotel, which would you rather get: an automated system that spent fifteen minutes and eight side menus to get through without resolving your problem, […]

The front desk experience can make or break a guest’s hotel stay. When the process is done right, the guest is delighted, either from a fantastic interaction with a friendly […]

If you’re looking for ways to improve guest experience at your hotel, who better to ask than the winners of the 2017 Boutique Hotel Guest Experience Awards? We asked the […]