We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and we work backwards.—Jeff Bezos, CEO, Amazon.com Bezos got it right. Corporations have an obligation to invest substantial resources not simply for their own benefit, but for the benefit of their customers. In this way, they are always working to provide real value that… Continue Reading Customer Service in 2016

Diane Bowen, Director of Services, SkyTouch Technology  Let me start out with what I find to be a startling fact: According to the Bureau of Labor Statistics, the average turnover rate for the hospitality industry in 2014 was 66.3%. Considering that the national average for all other private industries was 44.4%, this is an alarming… Continue Reading Employee Retention: Using Active Planning to Boost Staff Success

How often in the business world do we have the opportunity to receive honest feedback from others—feedback that might prompt us to make the necessary changes to improve our businesses? For the hotelier, guests, staff, and peers are often crucial to providing useful input that can point to where things are going well, and not so… Continue Reading Customer Surveys: The Value of Finding a PMS Provider that Listens

In today’s ultra-competitive hotel market, it has become more important than ever to get the help you need right when you need it. If something goes wrong, you need to know that you can get in touch with someone quickly. Questions arise from time to time, and you may have someone standing in front of… Continue Reading Call Me: 24-Hour Support for Your 24-Hour Hotel

Your hotel business runs non-stop on a 24/7, 365-day schedule. Round-the-clock operations often add a layer of complication to working in teams. Therefore, communication failures between the teams that provide coverage on different shifts can be problematic, and it can be common to run into problems between shifts. Hearing comments from your staff like “Well, we… Continue Reading Between Shifts: Using Your PMS to Help Smooth Communications

Being in a business actually called hospitality, you are likely to feel that you are already very good at listening to your guests. But do you truly hear what they are saying? With front desks buzzing from reservations, phones ringing, check-ins, and chatter, what your customers are really asking for, what they really need may… Continue Reading We Hear You: 4 Ways Hotel Software can Help You Listen