Jenny Lucas, Senior Vice President of Operations with Loews Hotels & Co – New York City based Hospitality Company, rooted in deep heritage and excellence in service – shares how Loews Hotels stayed true to their brand DNA and embraced the constant change, while still delivering exceptional experiences for both guests and team members alike. READ MORE

Positive emotional engagement with guests is more critical than ever before as guests need reassurance that their stay will be safe and problem free. Will the hotel concierge be viewed as more a necessity and less an amenity in today's new world? Nathan Goff, Chef Concierge at Boston Harbor Hotel shows that with their depth of knowledge and world of connections, your professional concierge might just be your greatest asset at this time to gain guest loyalty. READ MORE

Since the beginning of March 2020 when the pandemic began, hotel cleanliness has been a trending topic. This article explores the three levels of environmental cleanliness – clean, sanitize, and disinfect – and discusses how these different standards impact design strategies for hotel guestrooms. Learn about best practices for cleaning protocols and other recommendations to provide guests with the utmost peace of mind. READ MORE

Most hotel marketers agree that if a consumer has a "connection" with a brand, they will buy more from that brand over their lifetime. Mark Johnson, CEO of Loyalty360, the trade association for customer engagement and loyalty programs, says the benefits of these relationships are obvious: those with high levels of emotional loyalty do not easily switch to other brands. READ MORE

The pandemic has accelerated an existing trend to remove human contact from the hotel experience. While this offers quite a few advantages to both hotels and their guests, there is a danger that reducing face-to-face interaction puts the hospitality aspect of travel at risk. There is also a concern that taking people out the equation reduces the emotional bonds that guests experience with their favorite hotels. READ MORE