A wonderful serenity has taken possession of my entire soul, like these sweet mornings of spring which I enjoy with my whole heart. I am alone, and feel the charm of existence in this spot, which was created for the bliss of souls like mine. I am so happy, my dear friend, so absorbed in...Continue Reading
Larry Mogelonsky, the founder of LMA Communications Inc., brings his rich history in marketing and hospitality to his work as a consultant for hospitality brands. He has been published approximately 2,000 times, including three books on hotel management: “Are You an Ostrich or a Llama?”, “Llamas Rule”, and “Hotel Llama.” He sat down to talk...Continue Reading
As we’ve covered throughout our series on reputation management, online reviews are now considered a crucial part of business success. Consumers treat online reviews as they would a recommendation from a trusted friend; 77 percent of travelers read reviews before they book a hotel and 50 percent of consumers read them before choosing a...Continue Reading
Today, social validation of a brand almost certainly translates to profit. Reading reviews before trying a new restaurant or booking a hotel is more than common practice — for most people, it’s also common sense. This is why ensuring a hospitality brand has great reputation management is key to a successful business. According to Inc.com 79...Continue Reading
Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Why is reputation so important? A good reputation is what keeps customers coming through the door. A bad reputation, on the other hand, can cause deep damage to...Continue Reading
Like any industry, hospitality is constantly changing, especially with the emergence of new technologies and evolving approaches to travel. That’s why it’s important that hoteliers stay on top of customer service techniques and continually hone their expertise, be it in the guest experience, hotel management, or in emerging technologies. With that in mind, we’ve rounded...Continue Reading
As president and founder of SGEi, Shane Green collaborates with his clients’ C-level executives to craft customer experience and employee engagement strategies that support brand promises. He leads SGEi’s team of operations, human resources, and training professionals: together, they inspire brands to deliver exceptional internal and external experiences that create brand advocates and loyal customers....Continue Reading
Responding to messages received via Loop is an integral part of using the solution. Responses make guests feel that their input and patronage are valued. Most guests likely will not leave comments, but for those that do, a prompt and professional answer is important. We’ve put together some handy tips and best practices for responding...Continue Reading
What is employee engagement? Fundamentally, it’s when an employee adopts the values and vision of the employer and actively contributes to the employer’s success. John Baldoni explains it best in the Harvard Business Review: “People want to come to work, understand their jobs, and know how their work contributes to the success of the organization.”...Continue Reading
Automation has been a hot topic in the hospitality industry over the past few months. From AI concierges to electronic butlers to fully robotic hotels, hotels have been embracing this technology to improve their operations and revolutionize the guest experience. We’ve even written about this trend on our blog. Our stance is that automation has...Continue Reading
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