By Larry Mogelonsky: Full-service properties can compete with low-frills limited services brands if they create the right package/price-point.
4 simple ways to personalise your hotel’s customer service
The real key to giving your customers a pleasant stay is in making them feel at home, which you can do by personalising your customer service.
Why young hospitality professionals may want to sail away with a cruise line
By Fritz Gubler: We talk to Vitor Alves, the Hotel Director on Seabourn Sojourn, about his 25 years working on cruise ships and what makes a hospitality career at sea different to one on land.
Bathrooms as a make or break experience Part II
By Larry Mogelonsky: Bathrooms are important for the overall guestroom experience, as its such a personal, private space that any minor annoyances are especially hard to forgive.
Reputation management: its impact on hotel revenue
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.
