You get it. Your guests always win. Your Team gets it too. The guest is never wrong, and they're supposed to do all that they can to ensure every guest enjoys an off-the-charts experience. That's easier to say than to do. Even if your Team is trained to authentically offer exquisite service, they may still face barriers to success. And, your guests may still feel like their experience was acceptable, but not exceptional. What's missing? It's not what's missing, but what's in the way. Exceptional experiences are seamless – not perfect. Replacing your Team's speed bumps with launch pads will help you cultivate off-the-charts and dynamically differentiated guest experiences. READ MORE

Evolving guest preferences, expectations and behaviors have introduced a new era of hospitality; one that goes beyond concepts like "personalization" and "boutique hoteling." Today, leaders must reimagine the role of the hotel in an experiential age where relationships matter more than service. The idea of delivering everything under the sun is becoming increasingly irrelevant as guests seek special attention from brands that individuate. This is more than just a guest experience strategy, and it goes beyond the service that happens within the walls of a property. In an experiential age, guests care less about frills and more about an experience where they feel incredibly connected to a hotel based on its unique identity. READ MORE

Hotels are becoming increasingly tech friendly, offering a range of value-added services such as smartphone check-ins, text message reservation confirmations, smartphone key cards and public wifi - just to name a few conveniences aimed at guest satisfaction. Simultaneously, hotels are also increasingly vulnerable to data theft. From POS terminals to guest apps, hotels collect and retain a great deal of guest data that is attractive to hackers. By understanding the risks and creating an appropriate response plan, hotel operators will position themselves to address those risks as well as cope with the fallout of a data breach should it happen. READ MORE

A cyberattack, a natural disaster, an injured guest - bad things can happen in the hospitality industry. Hospitality industry players should not have their heads in the sand when it comes to bad events. Instead, hospitality industry players should take steps to prepare for the bad event and practice their response to the bad event. This preparation might include training, preparing a response team, and understanding any legal obligations that may apply in light of any such bad event. Aside from risking bad publicity, a failure to prepare may have legal ramifications. Preparation may mitigate those risks. READ MORE

From the perspective of an experienced asset manager, this assessment of brand loyalty programs answers the question of relevance. Do the brand frequent programs still matter to hotel guests? If they do, how can a brand strengthen the customer relationship? If brand loyalty is not pertinent at specific points in the customer hotel experience journey, then how can the hotel secure its guest relationships? Does it matter? READ MORE