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Author

John Smallwood

CEO of Travel Outlook

John Smallwood

After 30 years in the hospitality business as an owner and manager of all types of hotels, John Smallwood created Travel Outlook, the only hospitality-centric high-touch call center in North America.

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Insights by John Smallwood (18)

Brand Loyalty Supersedes Channel Loyalty

In the hospitality industry today, convenience is everything. Given the events of the last year, there’s no reason for hoteliers to prefer their customers come to them exclusively through their own channels.

Human Interaction – The Hallmark of a Luxury Travel Experience

The last year has changed the way the world operates, and obviously, the travel industry has been impacted significantly. Now that 2020 is behind us, the industry has been reignited, with the demand for travel soaring to new heights.

The New Wave Of Brand Loyalty

Travel has gone through a year of unprecedented challenges. 2020 was, without a doubt, the single most difficult year in the hospitality industry in recent history. With that behind us, we enter unchartered waters where anything is possible.

Hotel Call Centers and Storytelling

When you think of call centers, your first thoughts may be of elevator music hold tunes, generic pre-recorded dial-in options, and of course, insincere agents. When it comes to properly trained hotel call centers, that could not be further from the truth.

The Future Of Independent Hotels

As travel has slowly returned to normal, it’s clear that we are on the brink of an enormous travel boom. Of all the recent travel trends that have emerged, one is particularly promising for independent hotel owners, and that is that more and more travelers are straying away from hotel chains.
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