When your front-line staff prepare to welcome guests each morning, chances are they do a routine check that everything is in order. In a restaurant, for example, it’s likely that they stock the condiment caddy with packets of ketchup and salt, wipe down tables and counters, and fill the napkin dispenser. In fact, we’re betting...Continue Reading
Social media has given the general public an instant channel through which they can air their complaints — and sometimes, when they’re particularly displeased, they can be downright rude about it. Responding to a negative comment on social media can be a delicate process, but it is also an integral part of guest relationship management. Here...Continue Reading
The founder of the International Luxury Hotel Association (ILHA) and one of the hospitality industry’s most influential figures, Barak Hirschowitz has accumulated a wealth of knowledge about hotel management over his career. He tells us why he started the ILHA, what the word “grand” means to him, and the lessons he’s learned throughout his career. Q:...Continue Reading
Mobile is the future of business. In recent years, we’ve seen a profusion of mobile- and app-based startups that exploded into multi-billion-dollar corporations — think Airbnb, Uber, and Lyft. And these companies are not the exception to the rule; businesses that want to survive in this new environment must adopt mobile technology to connect with...Continue Reading
Data is an undeniable driver of success in this day and age. Businesses in every industry around the world are using it to get a better idea of who their customers are, what they want, and how they shop. It’s advisable for hotels to follow this trend as well, or else they run the risk...Continue Reading
Airbnb began in 2008 when founders Brian Chesky and Joe Gebbia put three air mattresses on the floor of their San Francisco loft and rented them out to attendees of an industrial design conference. At the time, they had no idea it would lead to a multi-billion dollar business; they were just looking to...Continue Reading
Guests can use Loop to get in contact with you at any time while they’re on your property, but did you know that you can make the first move and invite them to use Loop? There are several benefits to doing so. First: Invitations tend to result in up to 30% more messages than relying...Continue Reading
Most businesses know that providing great customer service has always been the foundation for success. You can pour every resource into product development and marketing, but if customers are dissatisfied with the service they receive in-person, you run the risk of losing them to your competitors forever. No matter how your staff engages with customers...Continue Reading
When it comes to the hospitality industry, Rohit Verma, Ph.D., knows his stuff. A professor of Service Operations Management at Cornell’s School of Hotel Administration and executive director at the Cornell Institute for Healthy Futures, Verma has spent his career researching everything from service design to quality management to operations and marketing. We asked him...Continue Reading
Loop® becomes the official mobile guest engagement solution for the world’s largest independent hotel brand Ottawa, Ontario – February 16, 2016 – Benbria®, a leading provider of mobile messaging and guest engagement software, announced today that it has become the official supplier of mobile guest engagement solutions for Preferred Hotels & Resorts. This arrangement provides members of...Continue Reading
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