On one particular business trip, Bob stayed in four different cities in one week, all at various versions of a well-known hotel chain. Upon his first check-in, he was automatically handed a cookie “for being a loyal guest.” Bob felt special. But by the fourth check-in, the cookie bit was getting old. And everyone was [...]
Are hotels and OTAs friends or foes? While they do rely on each other to compete in the hospitality marketspace, they’ve been waging an epic battle recently to win over guests. With both hotels and OTAs vying to control and evolve the guest experience, time will tell who will come out on top. Why hotels [...]
Deciding which hotel rooms are allocated to guests upon check-in can be a delicate and demanding juggling act. After all, the hotel’s primary job is to ensure complete satisfaction, regardless of varying guest demands and outside influences. Yet with the right cloud-based hotel PMS software at their disposal, hotel staff can have a few tricks [...]
Read our post on "How Hotels Keep Up With the Social Hospitality Movement" at All Things Hospitality Blog
Hotels of all sizes are moving their legacy hotel property system to cloud hotel PMS (property management system). The industry has recognized that there is much to gain by making the move – with affordability, convenience, and flexibility among the key benefits. Yet whether a property has already migrated to the cloud or is still [...]
Glance around any hotel lobby -- anytime, anywhere -- and the scene will likely be the same. From check-in to check-out, today's hotel patrons are toting phones and tablets at all times, doing everything from talking, posting, texting, and tweeting as they move throughout their day. In a device-driven society, how can hoteliers use the [...]
It seems like everyone is up "in the cloud" or wanting to look for the best cloud based hotel PMS system these days. For hoteliers, this is more than hype. The cloud presents the hospitality industry with a revolutionary way of doing business better, more efficiently, and cost-effectively. But what questions should hoteliers ask in [...]
Guests no longer have to opt for "points" over "personality" due to growing trend of boutique hotels and independent hotels offering hotel loyalty programs. Tired of forfeiting guests to big brand loyalty programs, a growing number of independent and boutique hotels are going head-to-head with major chains by offering their own guest loyalty programs. The [...]
Boutique and independent hotel guests are a different breed of customer, typically favoring exclusivity over consistency. They seek a unique, one-of-a-kind guest service and experience over the familiarity of a chain hotel stay. The good news is that because they are unrestricted by "big brand" standards, independent and boutique hotels are well-suited to deliver on [...]
In the competitive hospitality marketplace, hotel customer service is a clear differentiator. And every property should make exceptional hotel customer service their end-goal. Big properties benefit from internal customer service programs to help staff deliver consistently great hotel customer service. But what are smaller hotel brands to do? Following are guidelines that both boutique [...]
