For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Architectural design sets the framework for the impression of the space.
Hotel loyalty programs can be very alluring if it has the right elements and consistently delivers value to its members. Unfortunately, many chains design memberships that continually change each year and make it hard for their customers to understand.
This look inside cruise-line complaint handling explores how recovery efforts can strengthen loyalty, and when they quietly turn into permanent consequences.
Starbucks – like Domino’s before them – reminds us that owning our mistakes is the best way to move forward.
This is a unique and monetizable method if you want to pave your own way into hospitality management.
Want to know the feeling of true belonging? Welcome to a place where everybody knows your name.
Many hotel brands are making an attempt to fortify themselves in non-traditional ways.
Mixed-use environments are transforming the way people live, work, and play.
Hoteliers may well see an opportunity to attach their hotel to a more established brand with a long and storied identity. What are the most important tenets of a hotel rebrand?
From bee hives to solar panels, luxury hotel Fairmont DC is taking green practices to new heights.