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

Conquering Complaints Ė 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
Itís Not Just About Big Data, Leverage Small Data, Too.
Small data results from internal resources like PMS, channel manager, website etc
Todayís 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 Guestsí 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 Hotelís 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 Complaintsô: Part One Ė 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 'Letís 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 Wonít 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...
Trends that Matter in Online Travel.
At WIT 2016 Conference in Singapore last month, Lorraine Sileo, vice president research of Phocuswright, shared the key trends that mattered in online travel with Yeoh Siew Hoon, founder, WIT
15 Reasons Your Customers Donít Like You.
The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales, however very often though, we unknowingly crea...
Perception vs Reality.
I was reminded this past weekend of the nuances of Perception v Reality, and I started to think about the implications of those two words in our society as well as in our industry; As a result of those thoughts, I wanted to write to you thi...
Ten Crimes Against the Customer.
Are you guilty of disrespecting your customers? That’s a rhetorical question, and I’m sure the answer is no, at least I hope the answer is no
Marketing Strategies for a Competitive Advantage in 2017.
According to Geoffrey Moore in his book Living on the Fault Line: Managing for Shareholder Value in the Age of the Internet, stock price is a measure of future potential based on present competitive advantage
Five Ways to Create Customer Loyalty.
It’s been a while since I approached the topic of customer loyalty, all of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer ...
Airlines: Leveraging Tech for Added Value.
When it comes to profits, companies had to get creative during the 2008 crisis when consumption spending hit its lows, many had to think of new and innovative ways to attract consumers, while simultaneously growing revenue
Views from the Middle of the Value Chain.
TMCs and OTAs share their views on the latest trends on airline distribution, and not everyone is happy with the way things are heading
How Data Can Overcome Commoditisation in Travel.
Travel has become a commodity in many markets, making price the only differentiator but big data can help to differentiate offers and in many cases travel has become a commodity like sugar, oil or steel, where the product is mostly indistin...
The Price of Loyalty.
The final panel at the Airline Distribution Conference discusses the price of loyalty programs and what benefits it can bring to both airlines and consumers
Harnessing The Power And Prejudice Of Glassdoor.
Everyone is a chatty customer in the world of social media, it’s no surprise therefore that brands are no longer created or its perceptions managed by marketers, but rather by consumers and these talkative consumers now include your e...
Why do Hotels Take Time to Answer Guest Reviews?
As people use social media for expressing their opinions or for a source of information, it is important that hotels carefully monitor their online reputation and by responding to negative or positive guest reviews, the hotel is letting tra...
Tech Trends Travel Marketers Need To Embrace.
Technology is evolving at a rapid-fire pace, that’s why it’s important to take a step back and look at the bigger, mid- and long-term picture and these days, long-term can sometimes be only three years away — or 2020! ...
The Beginners Guide to Mobile Guest Engagement.
The hospitality industry of today is more competitive than ever, hotels are no longer vying only with each other — with the increase in popular home-sharing services such as Airbnb, Onefinestay, and HomeAway, it’s...
Hollywood Stars Heading Backstage in the Hotel Sector.
Actors Robert Redford, Catherine Zeta-Jones and Leonardo DiCaprio have more in common than their Oscars: all have also taken an active role in the hotel industry, Robert De Niro is another Academy Award winner who is slowly but surely carvi...
Back to Hotel Basics: Service Recovery.
When a hotel services tens of thousands of guests each year, complications are bound to arise, as the old adage goes, an ounce of prevention is worth a pound of cure; no hotel is perfect and complaints pop up despite the best of intentions
What Makes a Brand Luxury?
Why Old-Luxury Montblanc and New-Luxury Shinola both earn the title and in a recent blog post, I posed the question, New Luxury, Old Luxury; Real Luxury, Faux Luxury - What's a Brand to Do? It got me thinking more about what exactly makes a...
Is Innovation Overrated?: Here is How To Separate Myths From Facts.
Innovation must be one of the most highly rated values in business today, which has meant it has become a bit of a buzzword, but what is innovation? More importantly, is it worth the hype? When you look at the mission statements of the worl...
How Airlines Measure Your Loyalty.
An ongoing debate in the loyalty world is what type of customer is more important? One that spends big on airline tickets or one that filters millions of credit card miles through the banks?  Recently at the Loyalty Event in San Diego,...
WOW Is in the Details.
Last week I wrote about the Un-WOW, after a number of comments from our readers, I want to discuss how, when and where you can WOW your customers
Airbnb and the Grabbing Economy.
Economic issues dominated in the primaries of the US presidential elections but neither party or candidate has so far acknowledged the sharing economy, a phenomenon that is roiling a number of industries by upending their business models an...
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 Most Recent Articles
Corporate Governance in a Trump Presidency.
Monday, 16th January 2017
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 causing another financial crisis, but others like 'Say on Pay' make little sense, while the US Congress and Trump battle it out in 2017, there are a number of trends and actions in corporate governance that public boards should be thinking about in the New Year: Succession plan

Science Fiction Hotels Already Exist.
Monday, 16th January 2017
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 they wanted to

Four Reasons Why Remembering Your Customers Is Important.
Thursday, 12th January 2017
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.
Thursday, 12th January 2017
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 mobiles, internet and computers and this might be the reasons why, when we are out of home, we intend to gather together all our needed stuffs with us to have a better outing or trip experience
 Most Read in this Section
Challenges in an Era of Visualisation
Wednesday, 24th August 2016
The world nowadays is full of all sorts of data, with so much information from such a wide range of sources being compiled on a daily basis, we need to be capable of processing and analysing it extremely quickly and we also want information and knowledge immediately to hand, and are becoming almost spoiled by its instant availability

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

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

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

Donít Just Fix the Problem Fix the Customer
Tuesday, 2nd August 2016
There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument, you’re trying to win a customer

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