Much has been made of the Millennial influence in the travel industry. Many hotels focus a sizeable percentage of their marketing and branding resources at capturing this demographic, which is often seen as flighty and impulsive. Yet it would appear that some balance is needed — a recent report from iNews revealed that UK brands...Continue Reading
When the guest approaches the Loop Pulse kiosk, he or she is asked to provide a positive or negative score for the restaurant based on three questions. This allows management to get insight into the location’s performance across a number of factors, chiefly the quality of the food, the efficiency of the service, and the...Continue Reading
Shannon Bedard is the Senior Vice President and Founding Partner of Digital Alchemy, a CRM solutions provider that creates one-of-a-kind products for hospitality clients around the globe. She sat down to talk to us about Digital Alchemy’s mission, how guest engagement drives revenue, and what Digital Alchemy’s new partnership with Benbria means for the hospitality...Continue Reading
When it comes to marketing and developing new products and services, hospitality brands are met with a very unique challenge: determining what will appeal to the three generations that are currently traveling — the Baby Boomers, Generation X, and Millennials. They must also look ahead to a fourth generation, Generation Z, the members of which will soon be...Continue Reading
Along with its messaging capabilities, Loop allows staff members to program scripted responses to send to guests in different scenarios. Scripted responses have multiple benefits. They give guests the information they need as fast as possible, as staff members do not have to manually respond to every single request or comment. Simultaneously, this enables...Continue Reading
As success coach Marilyn Suttle once said: “Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” It may sound backwards, but you shouldn’t dread a guest vocalizing when they’ve had a negative experience — as long as they’re telling you personally and not the entire internet....Continue Reading
Gamification is the practice of introducing elements of game-playing — such as point scoring, rules of play, and friendly competition — for the purposes of engagement, productivity, and motivation. The term was coined in 2002 by a UK-based computer programmer named Nick Pelling, but it was only in 2010 that it gained widespread attention. It...Continue Reading
Most people believe that as long as guests aren’t complaining, they must be satisfied. This isn’t, however, strictly true. Research from a Huffington Post article shows that only one out of every 26 unhappy guests bothers to voice their concerns about their stay, and, moreover, that 91 percent of those who want to complain...Continue Reading
Thoughts from Future Hotel Leaders at Cornell University Earlier this year, I had the immense privilege of visiting Ithaca, NY, to be a guest lecturer at the prestigious Cornell School of Hotel Administration. I was invited by Dr. Rohit Verma, a professor and the Dean for External Relations at Cornell College of Business. He is...Continue Reading
Lawrence Horwitz is the Executive Director of Historic Hotels of America and Historic Hotels Worldwide, both official programs of the National Trust for Historic Preservation. With more than six years of experience leading the Historic Hotels organization, he offers his unique perspectives on what makes its more than 500 historic hotels in 28 countries special,...Continue Reading
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