Customer experience, more than price and location, is now the major criterion that traveler’s use to select hotels, so your online reputation will have a direct impact on sales.
Successful summer strategy: Boston Harbor Hotel gets it right
By Larry Mogelonsky: Throughout the July-August period, the property operated at 90%+ occupancies and with peak ADRs achieved through classic hotel management and marketing.
Going green: tips for all hotel departments
Green technology spells good business sense for hotels, and there are things every department can do to join the green bandwagon.
FRHI’s Jennifer Fox on the group’s new business model, ambitious growth plans
By Nicole Thompson: Jennifer Fox, President International and President Fairmont Brand of FRHI reveals how the company has restructured, its plans to achieve 50 percent growth over the next five years, and the keys to its success.
Tips for dealing with a bad online review
Negative reviews are part of the hospitality industry, so don’t think of bad reviews as a death knell for your establishment.
Do you employ university students to serve your guests?
By Stephen Hickmore: I don’t have a problem with students working in hospitality per se – I am simply a concerned hotelier who objects to being served by someone who would rather be doing something else.
The unsung heroes of hospitality – Executive Housekeepers
By Larry Mogelonsky: an interview with Sonakhanum Mammadova at the Fairmont Flame Towers in Baku, Azerbaijan.
Excellent customer service is the cornerstone for hotels
The quality of customer service depends on subjective expectations and varies from guest to guest, so we need to provide special attention to the expectations we create and the way we manage them.
Using guests to market your hotel
If guests share with their family and friends about their trip to your hotel, you know that you’re marketing to a readily available, enthusiastic audience that considers their social media network a trusted source.
Hotel technology should not be vendor-lead
In our final interview with Michael Levie, COO and Founder of CitizenM Hotels, he discusses why hoteliers need to be deeply involved with technology, even if they don’t want to.
