There is a world of difference between service and hospitality. Having staff capable of delivering guest hospitality is critical to zero disappointment guest stays that earn five-star reviews. Management focused on hospitality must provide staff with the training and tools necessary to exceed guest expectations. This High Return Hospitality not only benefits guests, but also elevates staff experiences, leading to fulfilled staff with a higher intent to stay. With staff shortages across the industry, a property's ability to attract and retain high-performing staff is critical to providing exceptional experiences that delight guests. READ MORE

The hospitality industry has been in survival mode since the onset of the pandemic. Even now, three years removed from March 2020, hoteliers grapple with staffing issues and the ability to maintain brand standards for product and service quality. It's time to transition from surviving to thriving. Don't just give employees tasks to work on, give them a purpose to work toward. READ MORE

Advances in online connectivity and IoT technologies are finally providing hoteliers with the means to connect the dots that guarantee an exceptional stay for each and every guest. With today's travelers valuing speed and personalized service more than ever, such advances are proving to be the key that unlocks a hotel's potential in delivering an experience that always exceeds expectations. READ MORE

Pandemic-era restrictions have lifted, but that doesn't mean hotel amenities should look the same as they did in 2019. Guests are expecting the return of conveniences to which they were accustomed such as a complimentary hot breakfast, health and wellness facilities, and turndown service. Hotels have a major opportunity to not only reinstate these COVID-cut services but uplevel them to increase customer lifetime value and create new revenue streams. Here are 12 ways to bring unexpected value to expected guest services. READ MORE

In this article I am going to explain why I think that the relentless increase in contactless technology will weaken hugely the spirit of hospitality in hotels. New technology and amenities will improve guest convenience and maybe exceed the expectations of many guests, but the service experience will be detached more and more from the essence of hospitality. READ MORE