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  Some aspects of the guest experience are timeless. Travelers tend to expect, among many other things, cleanliness, complimentary shampoo, proximity to business meetings or key attractions, and a great view. But with emerging technologies and evolving guest needs, hotels are having to play catch up to stay current with guest needs. Here six hotel...
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As success coach Marilyn Suttle once said: “Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” It may sound backwards, but you shouldn’t dread a guest vocalizing when they’ve had a negative experience — as long as they’re telling you personally and not the entire internet....
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Gamification is the practice of introducing elements of game-playing — such as point scoring, rules of play, and friendly competition — for the purposes of engagement, productivity, and motivation. The term was coined in 2002 by a UK-based computer programmer named Nick Pelling, but it was only in 2010 that it gained widespread attention. It...
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  Most people believe that as long as guests aren’t complaining, they must be satisfied. This isn’t, however, strictly true. Research from a Huffington Post article shows that only one out of every 26 unhappy guests bothers to voice their concerns about their stay, and, moreover, that 91 percent of those who want to complain...
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Thoughts from Future Hotel Leaders at Cornell University Earlier this year, I had the immense privilege of visiting Ithaca, NY, to be a guest lecturer at the prestigious Cornell School of Hotel Administration. I was invited by Dr. Rohit Verma, a professor and the Dean for External Relations at Cornell College of Business. He is...
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Lawrence Horwitz is the Executive Director of Historic Hotels of America and Historic Hotels Worldwide, both official programs of the National Trust for Historic Preservation. With more than six years of experience leading the Historic Hotels organization, he offers his unique perspectives on what makes its more than 500 historic hotels in 28 countries special,...
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Communication with your guests is important, but communication between members of your staff is equally necessary. In the daily hustle and bustle of hotel and restaurant management, it can be a challenge to keep everyone on the same page and apprised of what’s going on from hour to hour. Thankfully, Loop’s internal notes feature makes...
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Since joining Preferred Hotels & Resorts in 2004, Lindsey Ueberroth, the President and CEO, has been integral in shaping the company’s image as an iconic global hospitality brand. She sat down to talk to Benbria about the company’s recent rebranding, the evolution of technology in luxury travel, and her tips for offering guests an exceptional...
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  The generational gap is a very real phenomenon in the travel and hospitality industries. Just as members of each generation approach their day-to-day lives in their own unique ways, so, too, do they approach the travel experience. In some cases, they are as different as night and day; in others, they are surprisingly similar....
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Economists have observed a recent trend of weak growth in the restaurant industry, and with the UK poised to leave the European Union, things aren’t looking particularly rosy for hospitality, either. These two industries have notoriously low profit margins, and any kind of negative change in the economy or consumer behaviour has the potential to...
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