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Hospitality
Formerly the Vice President of Communications for the Greater Philadelphia Tourism Marketing Corporation, and now the president and CEO of Welcome America, Jeff Guaracino has spent much of his career marketing destinations to straight and LGBTQ travelers. He sat down to talk to us about his new book, The Handbook for LGBT Hospitality and Tourism,...
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Your guests want technology to be a part of their hotel stay. Technology is no longer a luxury or an amusing diversion from everyday life; on the contrary, it’s inextricably twined with everyday life. When your guests set foot on your property, they want access to technology that can make their stay more comfortable and...
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For many hotels,five-star hotel status is elusive. The first and most obvious reason is that various awarding bodies have different standards of excellence. According to the Forbes Travel Guide (formerly known as the Mobil Travel Guide), which has been awarding hotels their stars since 1958, five-star hotels “are outstanding, often iconic properties with virtually flawless...
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As any hotelier worth his salt knows, guest service is the bread and butter of the hospitality industry. Thanks to the power of social media and the audience it affords, a single dissatisfied guest can have a disastrous effect on the reputation of the hotel she has just stayed at. More than ever, it’s necessary...
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There’s no question that guest loyalty is still important to the health of hospitality brands in 2017. One might argue that it’s more important than ever, now that travelers can base their booking decisions on the millions of reviews that populate TripAdvisor and choose alternate accommodation models such as Airbnb. But what does loyalty mean,...
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In the past few months — perhaps even years — much has been made of Airbnb’s impact on the hospitality industry. Between 2010 and 2015, the number of travelers who stayed with an Airbnb host grew from 47,000 to 17 million per year. And in 2016, CEO Brian Chesky announced Airbnb’s new Experiences feature, which...
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The AAA defines a luxury hotel as having “sophistication and comfort with extraordinary physical attributes, meticulous personalized service, extensive amenities and impeccable standards of excellence.” Guests who stay at these hotels expect to be treated like royalty; after all, they’re paying for impeccable service, delivered by an attentive and caring hotel employee. So you may...
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In a previous post, we covered how pre-stay messaging is essential to winning guest loyalty and ensuring repeat stays. Just as the guest journey begins before they even arrive on the property, it continues to evolve after they’ve left. Many guests will want to write a review about the hotel they’ve just stayed at; others...
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Deploying new technology in a hospitality setting is a huge step; in many cases, it requires vast amounts of capital to implement and an additional time investment for training and education. But in a day and age where guests expect convenience and familiarity, hotels and restaurants often do not have a choice but to invest...
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For a few years now, hospitality thought leaders have predicted that mobile technology will play a central role in how hospitality brands interact with their guests. They’ve championed mobile check-in as part of the inevitable transformation of the hotel lobby. They’ve pointed to mobile apps as the new frontier of travel booking. And they’ve indicated...
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The Benbria Blog offers insights into the latest research in the field of customer engagement technology and best practices, with a focus on real-time messaging and measurement of the experience.

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