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Key Takeaways: 1. Positive Reviews = Flag Happiness = More Deals for the Flag and the HMG One of the primary reasons that HMG operations execs place such high emphasis […]

Hospitality has always been a highly competitive industry, especially nowadays – with additional options from  Airbnb and similar companies. Therefore, hoteliers need to step up their game and engage with […]

Airline loyalty programmes are often transactional but surprising and delighting guests might be more effective. As airlines revamp their loyalty programmes, typically replacing mileage-based credits with dollar-based credits, potentially they […]

For years, marketing gurus and experts have taught a hotel to focus on driving bookings from their loyal customers. These are the guests who book a few times during the […]

Hoteliers are seeing their relevance diminishing almost by the day as customers increasingly turn to alternative (non-hotel) types of accommodation and make reservations through online travel agencies (OTAs) rather than […]

Loyalty building is apparently a high priority for Asia’s travel brands, with data analytics as a top priority to deliver loyalty-fostering personalization. The survey, part of a recent report by […]

More and more, we hear people talking about guest relations, following the customer journey, Big Data, CRM, and so on. But what do all of these concepts mean and how […]

The only consistent aspect in the way people plan travel is that it’s constantly changing. Each decade brings new ways for customers to connect with the hospitality experience because of […]

If there’s one subject that divides hoteliers, it’s TripAdvisor — don’t worry, though, that’s not what this column is about. Well, not mainly. Instead, I want to talk a little […]

In storytelling, structure and formula are often important to creating a complete narrative. The traditional stories that you remember from your childhood are often simple and easy to compose – […]