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technology

Communication Tools: Building Guest Loyalty Through Text Messages

A top priority for hotels is keeping guests happy and building guest loyalty to create repeat and return guests. When focusing on existing clients...
Customer service

Keeping the Smile in ‘Service with a Smile:’ How to Deliver Service Beyond the...

What has happened to customer service? It is the essence of, and foundation upon, which our industry has been built. Excellent customer service is...
person holding a fist over a hotel front-desk bell

On-Property De-escalation: Guidelines for Dealing With Agitated Guests


The vast majority of risks to hotel security are posed by unruly guests or patrons of the hotel bar who have had one too...
Woman wearing a face mask holding a phone

Using Technology to Support Smaller Teams at CYBER HITEC

The first day of CYBER HITEC 2020 included a virtual presentation titled, “Smaller Staff, Same Service: Five Creative Ways to Use Technology to Support...
reopening

Nine Steps for Communicating a Hotel’s Reopening

By mid-March, more than 4,953 U.S. hotels and 16.2 percent of rooms had closed or been converted for other uses due to COVID-19, according...