Since joining Preferred Hotels & Resorts in 2004, Lindsey Ueberroth, the President and CEO, has been integral in shaping the company’s image as an iconic global hospitality brand. She sat down to talk to Benbria about the company’s recent rebranding, the evolution of technology in luxury travel, and her tips for offering guests an exceptional...Continue Reading
The generational gap is a very real phenomenon in the travel and hospitality industries. Just as members of each generation approach their day-to-day lives in their own unique ways, so, too, do they approach the travel experience. In some cases, they are as different as night and day; in others, they are surprisingly similar....Continue Reading
Economists have observed a recent trend of weak growth in the restaurant industry, and with the UK poised to leave the European Union, things aren’t looking particularly rosy for hospitality, either. These two industries have notoriously low profit margins, and any kind of negative change in the economy or consumer behaviour has the potential to...Continue Reading
Do you use any of the following methods to solicit guest feedback? Check-out comment cards; Emails or forms; Post-stay surveys; Social listening. If so, you may want to rethink your feedback gathering strategy. There is nothing inherently wrong with these approaches — after all, they do often provide hoteliers with the information they need to...Continue Reading
After a career spent turning around troubled restaurants, Glen Helton is now the CEO of Kudu, a highly-successful fast-casual food chain based in Saudi Arabia. He sat down to talk to us about the lessons he’s learned throughout his career and what it takes to helm a restaurant chain halfway across the world. Q: Your...Continue Reading
In this day and age, traffic counters for retail and restaurants are nothing new. But this kind of tool doesn’t offer insight into guest sentiment on specific dates and at specific times. This is where Loop Pulse’s heat maps and daily digests come in handy: they allow a location to see exactly how many ratings...Continue Reading
Here at Benbria, we believe that mobile guest engagement should be a core part of any hospitality operation. Mobile guest engagement is about more than simply sending offers to guests via their devices; it’s about benefiting businesses and guests in equal measure. It’s about staying in touch with the guest before, during, and after their...Continue Reading
When Marriott moved to acquire Starwood, the hotel giant did so with the intention of creating “one of the best loyalty programs in the hospitality industry”. Undoubtedly, these programs are an important part of fostering loyalty among one’s guest base, but they aren’t the only — or even, arguably, the most important — factor. High...Continue Reading
Reputation management can be a problem area for many businesses. The internet has made it easy for guests to broadcast their satisfaction (or, in many cases, their displeasure) with a brand to others all over the world. In the space of a few minutes, a public excoriation can be seen by thousands of users on...Continue Reading
What Is Mobile Guest Engagement? In an age of hyper-connectedness, today’s guest wants to connect with their favourite brands using their mobile device. Social media is one obvious communication channel, but there are other ways for brands to tap into this phenomenon to encourage customer loyalty and drive repeat business. Mobile guest engagement enables guests...Continue Reading
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