Topic - Features

Auditing the Auditors, Part II - The Art of Finding the Pulse - By Steven Ferry
August, 29 2018
Services that fail to change with the times, fall out of use: Robust, third-party QA programs are, surprisingly, one such otherwise valuable service that we may see disappearing as social media are increasingly used by guests and management alike, to determine the state of affairs and rankings of hotels and resorts. The replacement of professionals by amateurs, who are armed with a little knowledge and the full confidence of their own particular experience, is not necessarily an improvement; but it is certainly a reality. continue reading →

Another Move by The OTAs That Is Harmful To Hotel Profitability - What You Need to Know - By Max Starkov
August, 22 2018
Two recent events in hotel distribution created a mild media buzz, but unfortunately were ignored by some hoteliers and quickly forgotten by the industry: Expedia’s Add-On Advantage and Booking.basic. In this article we will discuss the issues with these two new initiatives by Expedia and Booking.com, reminiscent of the old Wild West times of hotel distribution and the early years of unruly OTAs, before rate parity and best rate guarantees. continue reading →

Train Your Front Desk Colleagues To Be 'Memory Makers' - By Doug Kennedy
July, 25 2018
Tech companies have for many years been trying to automate the guest arrival experience. First, front desk kiosks were placed in lobbies of some hotel brands, yet guests walked right by them even if there was a long line at reception. Next, smart phone check-in was to be the answer. Yet despite all the hype, utilization has been extremely low. continue reading →