Industry leaders recognize the importance of culture and people for driving customer satisfaction in addition to technology and business processes. Hospitality organizations stand to significantly gain by focusing on these fundamentals, demonstrated by leading brands like The Ritz-Carlton and Hilton Hotels and Resorts. Research shows that engaged companies can grow profits as much as three times faster than competitors with employees who are 87% less likely to leave. Hotels must create a defined strategy for attracting, engaging and retaining the right people with the right cultural values to better compete and drive guest satisfaction. READ MORE

In the midst of a busy day caring for guests, it is easy to get caught up in the policies and protocols of the many challenging tasks at hand. But, what happens when a novel challenge presents itself; and how do we build an organizational structure that inspires great guest service? The answer is in having a great foundation of shared values to guide our actions, inspire confidence and demonstrate that we can make a meaningful contribution to the guest experience. READ MORE

When we look at other industries, we see how the likes of Uber and Amazon have revolutionized the face of customer service through technology. For something so important to hospitality, it's crazy to think that so little has changed. The problem is that the fragmented nature of technology used within a hotel makes operations and communication extremely challenging. It undermines staff confidence and impacts what all hotels strive for the most – an exceptional guest experience. Isn't it time for us to work with technology that bridges these silos and enables your staff to focus on what they should really be doing? READ MORE

In this article, based on an experience in October 2018 at a boutique hotel in Philadelphia, we will examine customer service quality that contradicts the organization's stated values and lofty mission statement. Too often, management assumes that the goal of managing performance is to ensure employees possess adequate job knowledge and demonstrate sufficient job skills; that is, to be deemed capable. But subpar service quality rarely has to do with frontline service providers' competency. More likely, service quality suffers due to a disconnect between employees' daily job responsibilities and an enduring organizational purpose. READ MORE

It has been a long journey for boutique hotels. In the last 40 years (or so), this concept has dramatically changed the landscape of standard, box-type hotels selling average experiences and mostly clean rooms and hot breakfast. The disruption continues with the birth of similar-ish concepts that have evolved as well as how they are perceived around the world. I have followed this phenomenon for many years now and I hope you will enjoy my point of view and insights on this topic. READ MORE