Hotel News Resource - Hospitality Performance News

Many in the Hospitality Industry felt they knew everything about the Customer Experience. Even the very definition of Hospitality percolated with terms like care, attention, excitement, relaxation, special, nourishment for the body, soul and spirit – all oriented to that special cachet, which was ours alone. And, others started to borrow ... - More

Ego aside, what do you think your reputation is in the marketplace? It really does not matter what you believe; it does matter what everyone else does. - More

Our Retail world was pretty well whacked in the last two years, and 2010 will be a year of rebuilding our Brands with a new Value Proposition. - More

My dinner partner this Thanksgiving was my sister-in-law's Mother, a gracious woman of a certain age. She was also one of the first Stewardesses for a major airline, still travels, has a sharp eye for style and substance and is very wise. We naturally talked about Customer Service - then and now. - More

Boston is a pretty toney town, even though it has no classic song, like New York, Chicago or San Francisco ('Down by the River Charles' and 'Charlie on the MTA' don't quite cut it). High end Retail is prominent, from iconic hotels, Newbury Street merchants, extraordinary cuisine, cultural institutions, attractions and a well read, traveled, edu... - More

It used to be so easy to make a Hotel reservation. We were led primarily by our prior Guest Experience. We knew what to expect. Hotel companies had defined Brands, service standards were consistent, amenities continually enhanced, and marketing pockets deep. We were believers and loyal to the Brand. We felt good! - More

Business Week magazine in a recent article called Consumer Trust the most perishable of assets. Given the assault on our various Brands and our inability or choice not to respond to this market dynamic, we find ourselves at a loss of credibility in the public eye. We've pretty well shot ourselves in the foot, limping along with the projected e... - More

We continue to bemoan the obvious - the decline of Service and the devaluation of Product. We are what we say we are. Our Brand is verified by our Consumer, based upon how we delivered on the expectation(s). Their Experience is impacted by what they feel, how all their senses interacted, and how their perceptions turned into reality - the valida... - More

Nothing like a world-wide recession to expose our Brand vulnerabilities. Our advantages have been shed, slashed and even trashed. Everything has been discounted to leverage some type of parity and attractiveness. - More

Talk about the ultimate Loyalty Program, 'reuning' at your old school. I just returned from such an event, celebrating an untold date last century. Others have probably ventured out this month or last to similar events at high schools, colleges, universities, vocational and professional programs. I bet we all noticed the same thing - attendanc... - More