8 ways to increase hotel phone bookings and grow direct revenue

Even in today’s digital age, the voice channel remains powerful for hotel bookings. Our 2024 Hospitality Benchmark Report found that the voice channel maintains the highest average booking value of any channel, and outbound call campaigns can net pr...

Karen Stephens

Chief Marketing Officer, Revinate

Revinate, Inc.

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Sales & Marketing

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Revenue Management

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Lodging Industry

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Guest Experience

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Opinion

Tackling API and third-party PMS integrations vulnerabilities

In the hotel industry but especially the luxury segment, the protection of guest data is crucial, yet the security of APIs and third-party Property Management Systems integrations is often alarmingly weak. API security is particularly neglected, wit...

Kevin King

Chief Operating Officer, Shiji Group

Shiji

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Information Technology

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Lodging Industry

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Guest Experience

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Luxury Travel

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Opinion

The Power of Omnichannel Marketing to Drive Growth for Hotels

Customers today expect a seamless and consistent user experience, regardless of what device they’re using, particularly when it comes to the hospitality industry. Rapid digitalization has resulted in a need for personalized experiences, so brands ne...

Chester Avey

Writer

Chester Avey

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Email marketing

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Social Media

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Digital Marketing

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Chatbots, Robotics & AI

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Guest Experience

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Opinion

Achieving the warmth of true hospitality

An observer once noted the difference between “service” and “hospitality” is the difference between being “well-run” and being “well-loved.” While it is an accomplishment to earn a guest’s endorsement, it’s far better to inspire an effusive, “I abso...

Matthew Prosser

Senior Sales Director

Agilysys

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Boutique & Lifestyle

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Reputation Management

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Brand Marketing

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Guest Experience

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Opinion

2024 Q1 Trends in Hotel Guest Experience: Surge in Satisfaction and Responsiveness

2024 kicked off with exceptional growth in the hospitality sector, particularly in Q1, where we observed a notable surge in hotel guest satisfaction and responsiveness. This trend, especially pronounced in the 3 and 4-star hotel categories, not only...

Bruno Saragat

Product Specialist at Shiji ReviewPro

Shiji

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Markets & Performance

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Guest Experience

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Opinion

Checking in at Fairmont Banff Springs and the Luxury Trend for More Intimate Guestrooms

For Canadians, Fairmont is not just a hotel brand but a fixture of our nation’s history. In the decades following the country’s confederation in 1867, towns that connected the Eastern hubs of Montreal, Toronto, Quebec and Ottawa with the still-buddi...

Adam Mogelonsky

Partner at Hotel Mogel Consulting Ltd.

Hotel Mogel Consulting Limited

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Boutique & Lifestyle

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Brand Marketing

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Guest Experience

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Luxury Travel

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Opinion

Summer 2024: Insights and solutions to boost hotel performance

As the summer heat rises, so does the demand for unforgettable getaways. In our recent webinar, we discussed how all signs indicate that the hospitality industry is headed for an outstanding summer this year. Hotels are retaining their prime positio...

Karen Stephens

Chief Revenue Officer at Revinate

Revinate, Inc.

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Sales & Marketing

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Revenue Management

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Lodging Industry

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Guest Experience

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Opinion

Twenty-One Percent of Customers Admit to Cursing at Customer Service Agents

There’s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, I am sorry about your lost luggage. At this point in...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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CRM & Loyalty

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Guest Experience

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Opinion

Show Me Some Respect – One of the Pillars of Customer Service

Some of you will not recognize the name Rodney Dangerfield, who was one of the funniest comedians of his time, if not all time. He passed away in 2004. (For those who aren’t familiar with Dangerfield, go to YouTube and search for his name, but only ...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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CRM & Loyalty

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Guest Experience

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Opinion

The Experiential Travel Boom: The Big Summer Travel Trends for 2024

Even with the economy’s ups and downs, travelers are spending more on experiences. They’re going for bucket-list adventures that showcase their unique passions. This booming industry is expected to reach $1.6 trillion by the end of 2024! Airbnb is a...

Ivana Johnston

Co-Founder, Puzzle Partner

Puzzle Partner Ltd.

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Travel Technology

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Wellness and well-being

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Lodging Industry

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Guest Experience

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