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‘Knock Their Socks Off Service’ Oct 25, 2012: Article by Alan Fairweather, International Speaker and the author of, 'How to be a Motivational Manager, ‘How to Manage Difficult People' and ‘How to Make Sales When You Don't like Selling'. Visit: www.themotivationdoctor.com, for more information.

why hotel customers are not happy Oct 20, 2012: A microcosm of why hotel customers are not happy

According to a recent J.D. Power consumer-satisfaction study, the hospitality industry has reached a seven-year low in the key areas of check-in/checkout, services, facilities and food and beverage. It’s within one point of the low for the guestroom itself.

These results were front and center during the opening CEO Panel at last week’s Cornell University Hotel Research Summit, held in Ithaca, N.Y., and although the reasons for the decline are complex, they can perhaps best be summarized by my recent experiences with Toblerones and Snickers.

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RoomAllocator App Overview Oct 16, 2012

Three Myths about What Customers Want Oct 16, 2012: HBR Blog Network

Three Myths about What Customers Want

This post is the last in a three-part series.

Most marketers think that the best way to hold onto customers is through "engagement" — interacting as much as possible with them and building relationships. It turns out that that's rarely true. In a study involving more than 7000 consumers, we found that companies often have dangerously wrong ideas about how best to engage with customers. Consider these three myths.

Can TripAdvisor.com be trusted? Oct 15, 2012

Sydney Morning Herald

OPINION: Since it was founded in 2000, TripAdvisor.com has revolutionised the way people buy travel online by giving them access to reviews of accommodation providers around the world by other ordinary consumers.

TripAdvisor took buying hotel rooms out of the stone age where you had to rely on pot luck, the word of friends who had been there or a trusty old travel guide like Lonely Planet to strip away the advertising hype and give you a true rating.

When to Disappoint Your Customers Oct 12, 2012: Harvard Business Review Frances Frei, Harvard Business School professor, explains why trying to offer great customer service so often backfires

Don’t Let the Competition Steal Your Clients Oct 9, 2012: Charmed by Hospitality Marketing
Two of the biggest fears a hotel employee should have are, “Does our competition have better service than us to sway our best clients?” and “Does the competition’s customer service levels steal potential hotel group business?” The worst way to approach customer service is, “This is how we’ve been doing it for X years and it works.” Hotel guests want a “wow factor” and this applies to low-budget hotel accommodations too; most people enjoy being impressed. So, what can be done to improve hotel customer service from the top down?

Social Media Capture Personalized Hotel Experiences Oct 9, 2012: Social Media Capture Personalized Hotel Experiences

When a Negative Experience Occurs, Fix it Before Check-Out Oct 7, 2012: Hotel Online
News for the Hospitality Executive

Issue Resolution and Current Room Amenities Most Important to Hotel Guests,
According to Latest "Experience Radar" Report Released by PwC
for the Hospitality Industry