Tag Archives: hotels

Discover 5 Quick Property Fixes That Satisfy Your Guests – and Your Budget

Insights

Whether a hotel stay is a success or a failure depends on the details. When a guest complains, the problem is usually preventable. The solution could’ve been reached before the problem was even noticed, often with some simple planning and savvy spending. My husband and I recently spent a week at a very well-known hotel chain on Florida’s West Coast. He’s a professional golfer and was there to compete in a regional tournament, and I was just there to enjoy. Enjoy we did not because of myriad prob...

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Embracing the Future: How Biometrics Are Revolutionizing Service

Guest Experience News, ,

Biometric technology is quickly changing the guest experience. From speeding up check-ins at hotels to streamlining ticketing at stadiums, systems that analyze unique physical traits are helping deliver faster, more personalized service. So what’s the tradeoff for the increased use of biometric identification? Less face-to-face interaction. Biometrics refers to the measurement and analysis of unique physical and behavioral traits like fingerprints, facial features, voice patterns – even the way ...

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The Revenue Hotels Are Leaving on the Table: Why On-Site Bars and Restaurants Are a Game Changer

Competitive Intelligence, ,

Imagine a guest checking into your hotel after a long day of travel. They're hungry, maybe looking for a nightcap, but no on-site bar or restaurant exists. Instead of keeping their spending in-house, they head to a competitor’s venue down the street. That’s lost revenue– revenue that could have stayed within your property. The financial case for on-site bars and restaurants is clear: they drive revenue, enhance guest satisfaction, and increase overall profitability. Studies show hotels with stro...

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When Guests Never Leave: Managing Long-Stay Customers Without Burnout

Competitive Intelligence,

The front desk staff knows their grocery list — housekeeping times their rounds around their Zoom calls. The bartender has memorized their order — and the eye roll that comes with it. At some point, a long-stay guest stops feeling like a guest and begins to feel like a permanent fixture. That’s when friction sets in. Extended-stay guests offer consistency, predictability, and recurring revenue, which is especially valuable during uncertain times. But for staff, the dynamic shifts when a “tempora...

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The Post-Stay Power Move: Following Up with Guests the Right Way

Communication and Messaging, ,

The guest is gone. The room is turned. The minibar’s restocked. But if the only thing they leave with is an automated receipt, you’ve missed a critical opportunity. Post-stay communication isn’t just a thank-you note — it’s the beginning of a relationship. In an era when guests have endless options and short memories, the most effective hotels and restaurants are extending their service beyond the stay. A thoughtful follow-up can turn a positive experience into a lasting impression — and a one-t...

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Warsaw, Poland. 27 October 2024. Building Moxy Hotels under construction.

3 Ways to Keep Guests Happy During Property Upgrades

Insights

Staying open and maintaining top-notch service during renovations is a challenge every business owner dreads. By focusing on some key areas, guests can still have a great experience while anticipating a fresh new look. Whether you run a salon, restaurant, or any service-oriented spot, renovations can range from quick cosmetic fixes like a new coat of paint to serious structural updates like roof repairs or meeting building code requirements. The trick? Careful planning, clear communication, and ...

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What Hotel Managers Can Learn from Theme Parks About Guest Flow and Experience

Competitive Intelligence,

Ever wonder how tens of thousands of theme park guests navigate a sprawling property without chaos? It’s not luck – it’s logistics. From strategically placed signage to intuitive traffic flow, theme parks have mastered the art of guiding guests through complex spaces without overwhelming them. Hotels may not see millions of guests per year, but they can still benefit from the same design thinking. Theme parks employ subtle, strategic techniques to influence how people move, wait, and interact. I...

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Finding Star Students to Work at Your Hotel in a Recessionary Period

Insights,

Years of research have shown that during times of economic turmoil, more people go to state and community colleges. Conversely, when the economy is better, people go to four-year universities more often. Trends aside, you should be thinking about how you’re going to find those star students that you will need for entry-level jobs regardless of how the economy looks in six months to a year. Pay attention to enrollment trends, and don’t forget about career fairs It may be that the typical student ...

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Who Are Your Guests Really? Why Hyper-Segmentation Is Shaping the Future of Hotel Design

Insights, Leadership,

A family of five wants a fun, splashy weekend. A solo Gen Z traveler is craving wellness and quiet. A digital nomad needs strong Wi-Fi, a good coffee setup, and silence before their next Zoom call. And they might all be checking into your hotel. As guest expectations evolve, hotel leaders realize that traditional segmentation by age or budget isn’t enough. Hyper-segmentation goes further. It focuses on psychographics – values, interests, routines, and behaviors – to shape physical spaces and ser...

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How Federal Staff Changes Could Impact Your Rural Hotel

Guest Experience News

Federal workforce reductions are underway. Rural hotel owners may feel pressure from the fallout in the immediate future until efficient systems are set in place. Hoteliers in rural areas may experience delays in loan approvals, longer response times for federal assistance, and added uncertainty in an already challenging economic environment. GEM Journal compiled a guide on steps to take today if you rely on USDA-backed financing or other federal support. Below, you’ll find how these staff chang...

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