What Matters More for Customer Experience: People or Technology?

The last few years have forced companies to adapt more quickly than ever to changing customer expectations in terms of technology. Hospitality is no exception, from mobile room keys to automated notifications across guests' channel of choice (text, email, phone) to inform them of things like confirmed bookings and reservation changes.

How To Help Your Front Desk Colleagues Overcome “Compassion Fatigue”

As part of the prework I do before conducting on-site training workshops for front desk teams, I always look at the existing, in-house training standards and content. Nearly all programs cover the concepts of showing empathy, and especially at Forbes rated hotels, to establish authentic, emotional connections.

Standing Out In This Era of “Silent Selling”: Six Ways Hotel Salespeople Can Use Video Email To Engage Prospects

It is eerily silent in most sales offices these days. Whereas in the past the halls echoed with telephone conversations between sales managers and group or function planners, these days the only sounds you'll hear are the clicking of fingers on a computer keypad.

Hotel Sales RFP’s Circa 2020: How To Be The Best, Not Just The First To Respond

When I speak with hotel sales leaders at my training workshops and conference presentations, and when I read interviews with them in hotel trade publications such as this one, it seems that most are .

Reinventing The Welcome: Finally, Self Check-In Has Been Done Right!

For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating my business plan for a hotel industry training company to the top minds in lodging.

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