Opinion Articles
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Are Hotels Coveting only Half of the Millennial Market? Part Two

By David M. Brudney - ISHC

Part I dealt with understanding the millennials and their mindset - - now spending more than $200 billion annually on travel - - the influence of personalization, local expertise, location, and technology on their travel preferences - -Faced with the very real impact of Airbnb and other alternative-lodging providers, I ended Part I with a question: what hotels can do/are doing to compete?What hotels can do/are doing to compete?In competing with lodging rentals, hotel brands have taken note and taking action.

What Makes Good Customer Service

By Shep Hyken - Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

This year I want to take a different approach. While thinking about what to share with our subscribers on this important "holiday," I remembered a question that was asked in a recent interview. "What makes good customer service?" Normally I would say attentive people, knowledgeable employees, great attitudes, strong relationship-building skills, and a desire to serve.

Africa set to benefit from global loyalty network

By Danny Bryer - Area Director, Sales, Marketing and Revenue Management, Protea Hotels by Marriott

Business travel across the African continent is, well, big business. Not only is it on the rise, but the foundations that support it are growing apace. From improved air access to increased hotel capacity for conferencing, many nations across the continent are shaping up for a competitive future.