Hotel guests buy based on a loyalty to your hotel, not just the price. Loyalty is earned through superior “wow” customer service which creates a spectacular reputation. The content that is provided in your relationships with guests via social media should embody that stellar service and reputation. It's not about the discount you offer…it's about the passion for customer service that you provide, the knowledge of the market you have and ultimately the value that you have created both inside your four walls and in cyberspace. READ MORE

Today's even stiffer competition demands that enterprising hotels employ a bold strategy: Create growth opportunities -- and boost rev par -- by inspiring hotel associates to take guest services to a whole new level. The key focus areas of human resources management practiced at Montage are hiring and retaining the right candidate, focusing on the “wow” factor, setting high expectations for communications, and building trust through HR leadership. READ MORE

Hotel Concierge desks in today's economy have been tasked and have embraced additional responsibilities that go well beyond the norm of creating exceptional itineraries and reservations for our demanding guests. Case in point; running business centers and gift shops, shipping and receiving, spa and internal dining reservations to list a few. In recent years some hotels have chosen to outsource their Concierge services. New York and Hawaii have been amongst the most affected, with other cities to follow. READ MORE

The importance of loyalty in the hotel sector can't be underestimated in the current competitive environment, in which hoteliers operate. Every operator understands that it is cheaper to attract repeat business - than it is to bring in new business. And it stands to reason that a satisfied guest is much more likely to come back if they leave a happy customer. But an increasing body of research is also pointing to the many additional benefits of creating loyal customers, including allowing a hotel to price more aggressively as well as enjoy higher ancillary spend from returning customers. READ MORE

In 2013, hotel companies will invest millions in analytics projects which, according to recent statistics, will likely fail. Before you budget a single penny for analytics software and services, you should invest in building a solid foundation for analytics success. Your people are the pillars that will support success in creating a solid data-driven culture. Spend on these five C's to reap rewards from analytics. READ MORE