Problem resolution techniques have been practiced for years in the lodging industry and compensation is still a common practice to satisfy a frustrated customer. This article explores problem resolution processes and other common practices used by successful hotels to improve guest satisfaction. With the importance of review site ratings, top hotels are going far beyond guest surveys and review sites to respond to guest feedback. The article explains how the best hotels use technology and management processes for handling real time response to guest issues and proactive guest recognition to personalize the guest experience during the guest stay. READ MORE

Guest service is an extremely important factor for ensuring we, as hoteliers in the customer service industry, are providing positive, memorable experiences for our guests. High stress situations are additional guest service opportunities. It is imperative that our Team Members are empowered to make decisions on the spot in order to rectify situations that may arise. In order for empowerment amongst Team Members to exist and be successful, empowerment needs to be a vital part of the service culture; training needs to be a priority; and ways to measure and track results need to be established. READ MORE

Following The Fontaine's remodel and rebranding in December of 2017, we decided it was a crucial turning point in the hotel's future. Success is dependent on evolution and we knew with the ever-changing hospitality and travel industries we were at a crossroad in the industry. In order to adapt with the current hotel trends, we had to re-organize our goals and come up with a game-plan for the future of the hotel. This included focusing on the little things that act as the building blocks for an experiential experience for our guests. We strive to give guests a memorable stay that would further enrich their lives as travelers. READ MORE

It's been reported that millennials decide within their first 48 hours with an organization whether they will stay on for an extended period of time. Talk about first impressions being the most lasting! Most importantly, the accession and training process for new hires must reflect what works best for our operating model and how we believe people should be treated within any organization. This article will discuss some best practices in making any new hire feel welcome to a hospitality organization while “coming up to speed.” It will also consider strategies and techniques that will help keep unproductive misconceptions or misunderstandings from arising between employer and employee. READ MORE

This article points out what marketers instinctively have known for a long time now: People buy with their heart and justify with their head. Noted neurologist Donald Caine said it best: The essential difference between emotion and reason is that emotion leads to action while reason leads to conclusions.” In other words, it is increasingly being acknowledged that people respond more to emotional marketing than to rational information when deciding what to buy or where to buy it. Think about memorable Super bowl commercials that moved people throughout the years. Coca Cola's Mean Joe Green. Budweiser's Clydesdale Horses. Or the 2018 Dorito's Blaze commercial with Morgan Freeman. Read on to learn more... READ MORE