Tag: guest relations
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...
Look Out! Helping Guests Be More Aware of Their Surroundings
Guests rarely encounter the housekeeping attendants who clean their accommodations, maintain the hotel’s public areas, and process the hotel’s laundry. The majority of this...
Service Sells: The Psychology of Service Recovery in Hospitality
Consumer psychology is a fascinating thing. Brands across industries harness the deeply rooted needs, desires, and even fears of the public to sell things...
Creating Localized Content That Guests Will Actually Use
Personalized experiences are highly sought after by travelers. In an Epsilon research survey, 87 percent of respondents said they are more likely to do...
Three Tips for Using Gamification To Engage Guests
A mid-sized hospitality company had a problem—almost no one was liking or clicking on their social media posts. The solution took an out-of-the-box approach:...