John Smallwood
CEO of Travel Outlook
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 (24)
The Hospitality Industry’s Voice Bot Problem
As consumers, we all know the immense frustration that comes with dealing with call center voice bots. Whenever you pick up the phone, you expect to hear another human on the other end, when that’s not the case, it’s not only disappointing but inconvenient.
Does Artificial Intelligence Have a Place in the Travel Industry?
Imagine you’re planning a vacation for your family. You’ve spent a generous amount of time researching destinations, booking flights, securing a car rental, and finally, the hotel. After thoroughly researching all of your options, you settled on a property and pick up the phone.
8 Qualities of Top Performing Hotel Call Center Agents
Hotels in 2021 have a lot of catching up to do. 2020 and the first half of 2021 presented the hospitality industry with a whirlwind of challenges that still linger today.
Hospitality on Their Own Terms
As the hospitality industry begins to step out of the shadow of the COVID Pandemic, one question remains after a year-and-a-half of uncertainty, “what do travelers want now?”
Top 5 Big Ideas for Your Hotel Revenue Management Strategies
As the travel and hospitality world turns the page on a period of uncertainty, we begin a new chapter in the industry centered around recovery, rebuilding, and renewed efforts towards revenue optimization.
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