Acting on customer feedback drives loyalty, reduces churn, and improves revenue, while collecting insights without action is a sunk cost with no return.
Meyer Jabara Hotels outlines its in-house technology management model, arguing that owning the full IT stack, from network infrastructure to cybersecurity and help desk, is a competitive advantage for hotel operators.
Opinion piece arguing that hospitality's future lies in intentionally designed social spaces and multi-sensory experiences that foster human connection, local authenticity, and a sense of belonging.
A practical guide to cutting hotel procurement costs across F&B and housekeeping, with real-world examples showing savings from GPOs, inventory tech, waste reduction, and standardized supply systems.
Drawing on HRI researcher Helen Hastie's live robot trials, the article identifies five trust principles hoteliers must apply when deploying robots: calibration, graceful failure, transparency, appropriate form, and genuine utility.
The article outlines eight strategies for hotels to support wellness-focused meetings, positioning event managers as thought leaders who can guide planners beyond basic logistics.
Annual CX research finds the top five service priorities customers cite are kind staff, convenience, knowledgeable employees, first-contact resolution, and fast response times.
The author argues that hospitality's next competitive advantage lies not in visibility but in maintaining consistent, trustworthy information across every digital touchpoint from discovery through arrival.
Hotels can grow wedding revenue beyond the room block by offering hospitality suites, F&B activations, local partnerships, and personalized touches that turn one-night stays into multi-day guest experiences.
The author argues that guest satisfaction scores fail to capture whether guests felt genuinely recognized, and that recognition, not service efficiency, is the true driver of repeat visits.
The Boca Raton's CEO explains how dividing a 1,000-room resort into five distinct hotels achieved Forbes Five-Star status and 20% ADR growth.
Mews CEO Matt Welle outlines how cloud-native PMS, mobile housekeeping apps, online check-in, and lobby kiosks can eliminate front desk queues while adding measurable ancillary revenue.
Drawing on interviews with 38 leaders across 13 countries, the author argues hotels must build a hospitality strategy first and use technology to enable it, not the reverse.
A personal essay arguing that the removal of front desk staff in favor of tablets and virtual agents strips hotels of their core hospitality value, citing real examples from U.S. properties.
The author argues Saudi hotels must build a structured demand operating model across segmentation, forecasting, channel profitability, and decision governance before AI tools can deliver meaningful commercial impact.
Author presents a three-layer Commercial Convergence Model to fix strategic misalignment between sales, marketing, and revenue departments using shared metrics and decision frameworks.
Using a simple pretzel story, CX expert Shep Hyken argues that inconsistent service erodes customer confidence and trust, making consistency the single biggest driver of retention.
Hotels must shift from selling rooms to curating experiences, creating revenue streams that don't depend on occupancy through experience marketplaces and destination expertise.
Author proposes a self-scoring gamification model for customer service where employees compete against their own past performance, not colleagues, to build better habits and culture.
Research shows that overcrowded hotel rooms with excess pillows, documents, and amenity trays hinder guests' ability to personalise their space, reducing psychological ownership and satisfaction.