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Read here articles related to management issues, business and development, industry related issues, world's events, reviews and more.

Sometimes Doing What’s Best for Customers Isn’t Always Going to Make Them Happy.
What does it mean to be a customer-centric company? That seems to be the question of the week, it started off with one of our subscribers emailing in the question, followed by two reporters wanting my take on this now-popular phrase for the...
Hotels Give To Get.
An analysis of complimentary services and rooms, the offering of complimentary services and amenities by US hotels is on the rise
The Reservation Benchmark.
In pursuit of our mission to help hoteliers recapture guest relationships and increase conversions on their websites, we conducted a small piece of research
Ways Chatbots Could Change the Hotel Industry.
With the widespread adoption of in-house apps, instant messaging and even robots, hotels are on the cusp of a chatbot revolution
The Ship Is Sinking, Yet the Band Plays On.
Amazing Customer Engagement Ideas: A Special Report From the IBM Amplify Conference:  Common sense must always prevail – especially when it comes to customer service, that said, sometimes companies create strict rules and policie...
Before You Select a Franchise Partner, Do Your Homework and Check the Math.
Henry Ford once said, 'Coming together is a beginning, keeping together is progress; working together is success'; That has never been more true than in today's hotel franchise environment where there are a lot more franchise options for ow...
The Hotel Matrix: How Information Shapes Success in Hospitality.
Remember that scene at the end of The Matrix where Neo sees the entire world in binary code? Armed with the understanding that everything is information, he can suddenly do whatever he wants, not even the secret agents can compete with his ...
Up Close and Personal Digitally.
The Wall Street Journal reports on how retailers are striving to keep consumers, current and potential, on their sites, physical and virtual and the tools and technology they have deployed offer a template for hoteliers to em...
United Airlines Computer Outage Is Customer Service Crisis Case Study.
Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations - keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport - thi...
Adding the Personal Touch in an Age of Digital Communications Goes a Long Way.
There’s no replacing the personal touch in hospitality, in an age when chatbots and messaging platforms are speeding up communication, the importance of slowing down to talk with guests is more important than ever
Talking Data with Hilton: Jonathon Wardman, Vice President CRM.
This month in Talking Data, our authro spoke with Jonathon Wardman, Vice President CRM at Hilton about hotel guest data, how Hilton is leveraging the use of data, and the success of the much publicized Stop Clicking Around campaign
Millennials will book direct. Here's why:
Savvy, ambitious and loyal, the millennial traveller can spot a great deal across the ether - but what exactly can you do to catch their eye? The infographic reveals
Is Competition Healthy for Innovation?: Redefining the Concept of the 'Innovation Race' for Better Results.
Most of us love to watch a race, we love to see winners, losers, the eliminations, we like to observe others as they go through the highs and lows of a hard-fought competition: Arguably the concept of the ‘innovation race’ has s...
The Traits That Make for Good Customer Service.
Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience, I asked if this was for a customer support rep, and he said no, he was hiring for his IT department, so we went back ...
For Hoteliers, The World is Truly Their Oyster! - Part Two.
Lessons from seasoned hoteliers on how best to relocate and cope: Relocation is, indeed, a double edged sword – the proverbial one with which you can either slay the demons that come in the way to superstardom in your career or o...
Is Tourism Innovative? Are there Innovators Dilemmas?
A couple of years ago, we were commissioned to build an evidence-based marketing plan for a tour operator and at the time, they were highly successful but an external review had identified that they lacked process and a way to drive the nex...
For Hoteliers, The World is Truly Their Oyster! - Part One.
Whys, woes and wherefores of Relocation: Working with international hotels brings in the attraction of having to deal with a multiracial, multicultural set of people, from all corners of the world; There would typically be a European Genera...
Corporate Governance in a Trump Presidency.
Like it or not, corporate governance is about to change in a big way, President-elect Donald Trump has already been talking tough about 'dismantling' the Dodd-Frank Act; Many of the Dodd-Frank policies were put in place to curb banks from c...
Science Fiction Hotels Already Exist.
Not so long ago, telephones had chords and not long before that they had wind up handles with people talking on party lines where several people in the neighbourhood had to share the same number and others could listen in to your call if th...
Four Reasons Why Remembering Your Customers Is Important.
A few weeks ago I had breakfast at one of my favorite places, First Watch, and n that particular day I wasn’t that hungry so I ordered just one pancake; typically, when I add a pancake they charge a dollar
Remarkable Tips for Hotels to Create A Better Guest Experience in a Digital World.
We are living in a digital era where for all of us, the Internet and technology is our basic need: shopping, sightseeing, car bookings, address mapping, dating, socializing- we often find it almost impossible to imagine our life without mob...
Conquering Complaints – Part Two.
With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry
The Millennial Traveller: Unplugged Then Plugged Back in Again.
In major cities across the world much like Jakarta and Singapore, many of us peer at our smartphones, skimming the news on their way to the office, or scroll through the muted group chat on Whatsapp that we have neglected to open for far to...
2017 Will Be The Year of the Hotel Guest.
Hotels will use personalization, engagement, and feedback to enhance the hotel guest experience in 2017
It’s Not Just About Big Data, Leverage Small Data, Too.
Small data results from internal resources like PMS, channel manager, website etc
Today’s Critical Importance of a Good Force Majeure Clause in Hotel Management Agreements.
Exclusive Feature: Most hotel owners tend to put extra emphasis on management charges like brand fees, marketing fees, pre-opening and incentive fees, however only a few bother to look at the 'Force Majeure' clauses
Win Your Guests’ Hearts by Feeding Their Lust for Information.
Scientific consumer behavior studies have shown that the desire for knowledge can make some people physically hungry; There’s an innate curiosity in human beings, a drive to solve mysteries and know as much information as possibl...
The One Thing We Must Do to Create a Customer Focused Culture.
To kick off the start of 2017 I could share my 'Top Seventeen Ways to Deliver Great Customer Service in 2017'; I’ve done something like that most years but instead, I’d like to kick off with something a bit more manageable, not ...
Knowing Makes No Difference to Sleeping Giants.
Following the 2008 global financial crisis, one Chinese businessman observed, 'With the best and brightest from the top business schools and advice from top consulting firms, the Western companies still didn’t see the crash coming', a...
Engage and Delight Your Hotel’s Guests in 2017 by Applying These Emerging Consumer Trends.
How can your hotel brand evolve to give customers the experiences they desire – to make a real, personal connection with those travelers in ways that foster true hospitality?  To answer that question, you need to know the tr...
Higher Profits or More Customers.
As an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention
Time, Talent and Technology to Win in 2017.
Just like the media business, when things are hopping, it's good for the hotel business, the travel industry thrives on change, action and excitement and if you follow the top level results of Google Analytics - it reads like a hotel market...
Viator explores how to make a foreign brand feel local as it expands into Asia.
Two years after its acquisition by TripAdvisor in 2014, Viator is now ready to put more resources into Asia and build a name for itself in the tours and activities space in the region
What Hotels Can Learn from Amazon Go.
Last week, online retail giant, Amazon, wowed the internet community when they released this preview of their new shopping innovation, Amazon Go, the concept is a 'Just Walk Out' shopping model that allows customers to b...
Lodging Brands Proliferation, Extension, Expansion or is it Brands Inflation?
Exclusive Views: I would like to apologize in advance if some of you find what I wrote here somewhat blunt, maybe even provocative, my intention is to try and make you think 'outside the box' and I hope you will see my points more clearly o...
Conquering Complaints™: Part One – A Complaint Is Like A Carrot.
Recently I was asked by a long-term client to offer a training module specific to handing guest complaints;  Now I’ve always covered service recovery as part of my existing hospitality excellence training, focusing on using proac...
The Costly Effects of Bad Customer Service on Hotels.
Ultimately every hotel manager wants to provide the best in guest satisfaction and in today’s world, hotel guest satisfaction is based on customer service and it extends beyond check out
Top 10 Trends in Hospitality for 2017.
Just 10 years ago, Facebook morphed into a mainstream business tool, Twitter arrived, the iPhone exploded on the scene and Android phones were born, today, the pace of change has accelerated dramatically
How Hotels Can Increase Guest Survey Response Rates.
Guest feedback is essential to any service-based business, so it’s no surprise that hoteliers are always looking to encourage guest reviews via guest surveys; Reviews offer unparalleled insight to your guests’ experience, theref...
Customer Satisfaction is the Enemy of Exceptional Customer Service.
A good customer service experience is doing what you are supposed to do, that’s expected and in other words, it meets basic expectations, it’s satisfactory, it’s just good; Beyond satisfactory – and beyond good &ndas...
Putting politics aside: hospitality says 'Let’s start implementing plans for dealing with Brexit'.
Putting politics aside: hospitality industry remains positive and says 'Let’s start implementing plans for dealing with Brexit'; This week’s briefing jointly organised by Dentons, Horizons and the Global Restaurant Investment Fo...
Hospitality: A Huge Global Market Looking to Innovate.
We explore the travel hospitality market, examining its sectors, value and opportunities open to tech start-ups involved in this area
Nine Elements of Hotel Management Company Selection.
The alignment of goals between owners and operators has always been difficult, due to the different perspectives of both parties; Owners primarily care about increasing asset value and bottom line cash flow, while management tend to focus m...
4 Ways You Can Make Sure Your Innovation is Purposeful and Sustainable.
Did you know that you can predict which cities are innovating the fastest by checking the average walking pace of the city?  People have been found to walk the fastest (18 metres in 10
An Innkeeper in the White House.
To be for or against Donald Trump is now irrelevant: in January 2017, he will officially become our President and Commander in Chief, we may or may not like any of his policies, and have issues with his character
How To Keep Airbnb From Stealing Your Corporate Business.
To some hotel operators, marketers and revenue leaders, it seems as though Airbnb has been a thorn in their sides for a long time, but in reality, the sharing economy site didn’t launch until 2009 and took two years to book its first ...
Stress Your Value Proposition During Corporate Rate Negotiations.
As hotel sales and revenue management teams engage in corporate rate negotiations this fall, they might find themselves at a disadvantage for the first time in a few years; To prevail, or at least to maintain their market shares, hotel nego...
Netherlands Spotlight: Open-Minded Travelers and Online Innovation.
As the home country to both Booking
Research Identifies Which Attributes are Most Important to Travelers When Booking a Hotel.
The study used heat-mapping technology to understand which attributes prompted hotel bookings in eight different travel contexts (business travel, family vacation, etc
Corporate Travel Trends: US vs. Europe.
This white paper highlights key corporate travel trends across two major markets: the United States and Europe
Why Hotel Loyalty Won’t Shed The Spotlight In 2017.
It certainly feels like 2016 has been the year of the loyalty program — which could also make it the year of direct bookings, of online travel agency innovation or of hotels preparing for a downturn in the industry cycle, bu...
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 Most Recent Articles
And Some Think The Telegraph Is Dead....
Thursday, 23rd February 2017
Wow – with digital and other technology colliding with nearly every aspect of hospitality, it not only makes one’s head spin, but it pushes our industry to speed way the heck up, which is new to the hotel business, versus the tech world where it’s all about speed

Guest Expectations: Hotel Customer Relations Challenge.
Wednesday, 22nd February 2017
In this digital age, use of social networks has become the new word-of-mouth communication channels amongst peers, spreading the news about your hotel’s handling of customer relations may have a new delivery method but it can still make or break your hotel’s reputation – only now it is in cyber space and much more far reaching! Whether your guests are Millennials, GenX or baby boomers, each group has different expectations from their hotel stay and want to be reached through different social channels

Airbnb & Noise Data: How the Data Handshake Improves Customer Experience.
Tuesday, 21st February 2017
Data’s value increases when it’s shared, and you can make money by selling it, sharing data allows marketers to better understand who their best customers are, which consumers they should market to, and with what specific offers

Where Consumers Shop For Online Travel.
Friday, 17th February 2017
When consumers plan their leisure travel, they quickly discover that there's often more than one way to get from here to there
 Most Read in this Section
Top Ten Things Luxury Guests Absolutely Want! (Part 1)
Wednesday, 14th September 2016
How do you define luxury in hospitality? Is it the history or reputation, location or view, brand value or affiliation, star employees or infrastructure and furnishings, the period furniture you sleep and rest on, the crystal ware, silverware, precious metal flatware you eat and drink from, the finest fittings and fixtures that assist you as you relax or conduct your usual business

Top 10 Trends in Hospitality for 2017
Wednesday, 7th December 2016
Just 10 years ago, Facebook morphed into a mainstream business tool, Twitter arrived, the iPhone exploded on the scene and Android phones were born, today, the pace of change has accelerated dramatically

Web Design Inspiration for Independent Hotels
Sunday, 4th September 2016
Independent hotels don’t need to skimp on the quality when it comes to their website, there’s an opportunity for simple elegance because many times there is only one location to showcase and compared to larger groups of hotels or chains, who have often several different types of locations so can’t showcase all of them until a visitor drills down into different pages or categories within the broader brand

The Costly Effects of Bad Customer Service on Hotels
Friday, 9th December 2016
Ultimately every hotel manager wants to provide the best in guest satisfaction and in today’s world, hotel guest satisfaction is based on customer service and it extends beyond check out

Top Ten Things Luxury Guests Absolutely Want! (Part 2)
Monday, 19th September 2016
In Part One of the article we looked at the Top Five traits of a premium Luxury Hotel and as it is said, 'God is in the small things', the same applies to fine attributes that top level luxury travellers seek from the hotels they wish to frequent

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