What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who ar.
A guest at the Georgian hotel in Santa Monica wanted a housecall, said the desk clerk. She had a urine infection.
"Hygiene is self-speaking at the top of the agenda in these times. The target – and many hotels started to follow it – was so far to find the best possible balance between fulfilling all legal obligation (like international Health & Safety or Food Safety Standards) and avoiding the potential negative impacts for employees, guests, and the environment without increasing the respective operational cost."
Continuing our summer reading list theme, EHL's Rooms and Revenue Management teams have drawn up a shortlist of essential titles that all prospective students of hospitality management should be familiar with on the topic of RM by the start of the new term.
The restrictions imposed due to the COVID-19 pandemic have severely hit every sector across the globe, and the hospitality industry is undeniably among the hardest hit. In Israel, strict lockdown measures were implemented in mid-March, forcing all except non-essential businesses to close, including most of the country's hotels.
A look into the role of art in hospitality spaces and its beneficial impact on customers, employees and company identity.
During the last decade, tourism officials have noted the evolution of various types of angers among those in the general public and especially among those in the traveling public. These angers first became apparent in the form of road rage then became air-rage, morphed into full-blown travel rage, with verbal anger at times turning into physical violence.
The year 2020 will not be soon forgotten as the spread of COVID-19 and society's reaction to the virus have combined to devastate the global economy. U.S. GDP in the second quarter declined by 32.9 percent on an annualized basis, the most significant quarterly decline observed since the 1940's.
"In Quebec, Canada, we are still in the early stages of this crisis, expected to peak at some point in mid-April. So the very first step to take is to acknowledge this fact and plan for post-crisis action plan set to begin somewhere in June."
A great deal has been written over the years about the viability of moving a hotel's property-management system (PMS) to the cloud to take advantage of the latest technologies, but hoteliers need to realize that it's not the only viable option.
I have been a part of Human Resources and the recruitment world for over a decade now and can surely say that the COVID-19 has changed the very nature of recruitment just like it has impacted other businesses.
As COVID-19 plows through the hospitality industry, it's carving new paths to profit along the way. Moving forward, hotel food and beverage (F&B) services will be among the most transformed departments in the post-COVID-19 world.
