Marketing & Guest Loyalty

Find out what the leading the hotel tech providers & advisors have to say about marketing tactics & tools for commercial success.


Lobby Renovations Are an Irrational Expense Yet Essential for the Guest Experience

Summary: As the place where first impressions are codified by guests, the lobby experience must be strong. Thinking broader, a great lobby also contributes to a hotel’s overall reason to visit which in turn supports occupancies and higher nightly rates. Moreover, a vibrant lobby is a space where visitors will want to linger, resulting in greater food and beverage sales.

AI For Hotels: Top Ways to Incorporate Artificial Intelligence in Your Operations

AI for hotels is not just a trend – it’s revolutionary for hospitality. Integrating Artificial Intelligence (AI) for hotels marks a significant leap towards enhanced efficiency, personalized guest experiences, and streamlined management. Let’s explore the top ways hotels can incorporate AI, which is not just an upgrade, but a complete game-changer.

The Critical Role of Leadership in Championing Guest Service in the Hospitality Industry

In the last several weeks, I’ve been chatting with many people about the hotel industry’s continued decline in guest service. The consensus seems to be that the downturn is due to factors such as the need for passionate hospitality workers, insufficient training initiatives for frontline employees, and the fact that, in some instances, management is more focused on data than on developing a culture of excellent service.

Are you Prepared for the Cookie-Less Revolution?

As we steer through the dynamic landscape of the hospitality industry, a pivotal shift is upon us, reshaping the very essence of digital marketing. Welcome to the "Cookie-Less World" - a phrase that’s buzzing with implications for our industry. But, what does it truly mean, and more importantly, how can we navigate this new terrain to our advantage?

Building a Must-Experience Hotel Restaurant That Builds Loyalty and Drives Revenue

In the dynamic realm of hospitality, the role of a hotel restaurant extends far beyond just being a convenience for guests; it is a pivotal touchpoint in the guest journey, a significant driver of revenue, and an opportunity for profound engagement with both local and visiting patrons. The transformation of a hotel restaurant into a destination in its own right, hinges on a strategic blend of culinary excellence, ambiance, marketing acumen, and operational efficiency. This synergy is not merely about serving food but about crafting an experience that resonates deeply with guests and locals alike.

Grow Your Hotel’s Profits with These Winning Revenue Management Practices

Common hotel revenue sinkers include selling inventory too soon and too low - spillage - or not selling enough during high demand, leaving you with last-minute discounts. Spillage, spoilage, and overbooking can destroy your bottom line. Discover how to avoid them and grow your revenue.

Three Customer Service and CX Metrics Every Employee Needs to Understand

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. So, let’s jump into them:

From Fear to Opportunity: The Strategic Shift in Hotel Automation

In the fast-paced world of the hotel industry, automation has emerged as both a lighthouse of efficiency and a source of apprehension. While the benefits of automation in streamlining operations and enhancing guest experiences are widely acknowledged, fears surrounding its implementation and impact on the workforce often hold hoteliers back. This article aims to offer a new perspective on automation, addressing common concerns and highlighting the strategic advantages it brings to the hospitality sector.

Reducing Procurement Fraud Risk in Hospitality With Procure-to-Pay Automation

When it comes to fraud risk, one area of particular concern is procurement. In recent years, hotels have faced myriad challenges, including supply chain disruptions, economic volatility, and labour shortages. As travel volumes rebound, many hotels are concentrated on meeting evolving consumer expectations while ensuring financial stability. This focus means that many hotels are lacking in their procurement due diligence, creating lucrative opportunities for fraudsters. It’s estimated that hotels lose between 5% and 6% of their annual revenue due to fraud.

Social Selling Made Easy - A Beginner’s Guide for Hotel Sales Pros

Cold calling, awkward face-to-face meetings, and the endless cycle of "just checking in" emails are so last season.

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