Author advocates tracking metrics on repeat customer service calls, arguing that second calls for the same issue cost more time and money than initial complaints.
The article argues that modern hospitality success depends on inclusivity, tech-enhanced human service, hyper-personalization, transparent sustainability, and expanding beyond traditional room stays.
GCSTIMES introduces a plant-based leather wristband that functions as a keyless entry device, combining sustainable materials with discreet luxury aesthetics.
The integration enables charge-to-room functionality and unified financials, addressing disconnected systems between property management and POS platforms.
Choice Hotels partners with Keegan-Michael Key for its third consecutive year to launch a multi-channel campaign across TV, digital, and social platforms through 2026.
Marshall speakers are now installed in all guest rooms via Safemark distribution, extending the hotel's music-focused brand identity.
IHG will open multiple hotels across Greater China in H1 2026, targeting diverse city tiers with culturally-integrated designs for varied travel occasions.
Mateja Simic from The St. Regis Doha won the 30th annual competition, assessed through front office role plays and back office operational evaluations.
The trend emphasizes craftsmanship and meaningful experiences over flashy branding, with sustainability naturally aligning through timeless design and low-impact operations.
Survey of US travel advisors reveals luxury travelers now prioritize authentic local experiences over brand standardization, with 100% favoring sense of place.
OTAs spend $14 billion annually intercepting travelers in search, but AI conversations bypass those platforms, creating a window for hotels to establish direct presence.
The International Luxury Hotel Association's Las Vegas conference explored how technology can enhance rather than replace human connection, with sessions covering AI automation, investment trends, and the evolution of personalized luxury service.
Hilton Anaheim's multimillion-dollar renovation integrated LED lighting, smart controls, and bulk amenities, achieving emissions reductions equivalent to removing 1,700 cars from the road.
Byron Fiddler of Luxury Family Hotels shares operational strategies including pre-arrival guest contact, integrated childcare, family-inclusive spa access, and specialized dining arrangements.
Explores how wooden and bamboo key cards enhance the guest experience in Zen-inspired hotels through natural materials that align with mindful hospitality principles.
Early adopters include Barceló, H10, Palladium, and Vincci, with the SaaS solution enabling corporate app launches without large development teams.
Canary's AI Voice solution automates guest calls 24/7, reducing hold times and routing requests intelligently for hotels.
Revinate's Dylan Cole breaks down how 2026 hospitality trends like personalization and tech integration solve different regional challenges across European markets.
The author argues that exceptional customer service must be unconditional, delivered consistently regardless of how customers behave or respond.
Hard Rock expands anti-trafficking programs with 143,510 trained team members, reaching 3.2 million students through education and adding 10 new properties to their intervention network.