By

Benbria
When your front-line staff prepare to welcome guests each morning, chances are they do a routine check that everything is in order. In a restaurant, for example, it’s likely that they stock the condiment caddy with packets of ketchup and salt, wipe down tables and counters, and fill the napkin dispenser. In fact, we’re betting...
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Social media has given the general public an instant channel through which they can air their complaints — and sometimes, when they’re particularly displeased, they can be downright rude about it. Responding to a negative comment on social media can be a delicate process, but it is also an integral part of guest relationship management. Here...
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The founder of the International Luxury Hotel Association (ILHA) and one of the hospitality industry’s most influential figures, Barak Hirschowitz has accumulated a wealth of knowledge about hotel management over his career. He tells us why he started the ILHA, what the word “grand” means to him, and the lessons he’s learned throughout his career. Q:...
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Mobile is the future of business. In recent years, we’ve seen a profusion of mobile- and app-based startups that exploded into multi-billion-dollar corporations — think Airbnb, Uber, and Lyft. And these companies are not the exception to the rule; businesses that want to survive in this new environment must adopt mobile technology to connect with...
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Data is an undeniable driver of success in this day and age. Businesses in every industry around the world are using it to get a better idea of who their customers are, what they want, and how they shop. It’s advisable for hotels to follow this trend as well, or else they run the risk...
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  Airbnb began in 2008 when founders Brian Chesky and Joe Gebbia put three air mattresses on the floor of their San Francisco loft and rented them out to attendees of an industrial design conference. At the time, they had no idea it would lead to a multi-billion dollar business; they were just looking to...
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  For decades — maybe centuries — humanity has been working toward automation and artificial intelligence, bringing the species ever-closer to a future of leisure while the robots do all the work. It’s been trumpeted as a panacea to productivity issues, a solution to labour costs, a way to ensure consistent, streamlined production processes. Many...
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  You already know your guests can use Loop to get in contact with you at any time while they’re on your property, but did you also know that you can make the first move and invite them to use Loop during their stay? There are several benefits to doing so. First: Invitations tend to result in...
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Most businesses know that providing great customer service has always been the foundation for success. You can pour every resource into product development and marketing, but if customers are dissatisfied with the service they receive in-person, you run the risk of losing them to your competitors forever. No matter how your staff engages with customers...
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When it comes to the hospitality industry, Rohit Verma, Ph.D., knows his stuff. A professor of Service Operations Management at Cornell’s School of Hotel Administration and executive director at the Cornell Institute for Healthy Futures, Verma has spent his career researching everything from service design to quality management to operations and marketing. We asked him...
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