simonepuorto.com · 18 Nov

Over the last couple of days, you may have received an email from Booking.com, stating that, starting from 2 December, you'll "gain access to a larger audience as your Genius rates will be offered to the most frequent travelers across other companies within the Booking Holdings family."

Cendyn™ · 15 Nov

Hotel loyalty programs can be so much more than points and an occasional free room to VIPs. But even that requires forethought. To start, you have to think about the loyalty ecosystem from an architectural standpoint before you even start building the tech to enable it.

NextGuest · 15 Nov

Some hotels have it, others do not. There is a lot of talk about it, but, unfortunately, there are many variations and definitions of what Customer Relationship Management (CRM) really is. Because today's customers are overwhelmed with options and information, it's more important than ever to build strong customer relationships and nurture them before, during, and after those guests stay on your property. Many CRM systems can be used to solve operational issues, as well as gather data on customers and then use that data to bring those customers back time and time again. In order to understand where CRM can take your hotel, we must first start with the basics of understanding what it is and why it matters.

Hospitality Net · 14 Nov

Many will recall the 2017 brand crisis, which cost United Airlines $1.4 billion in value practically overnight after a passenger incident where injured while being forcibly removed from a fully boarded, sold-out flight went viral. This situation showcased the enormous impact of customer experience, and arguably there is no industry in which the experience holds more weight than hospitality. So, it comes as no surprise that the recent Hospitality Technology Sentiment Survey revealed an increase in IT investments into "Guest Experience" products, with 46.63% of respondents naming this category as the primary focus.

Puzzle Partner Ltd. · 14 Nov

There's a popular saying that reads, "Identity influences behavior." This proves to be an especially important understanding of hospitality. As industry leaders work to identify (and cater to) the entirety of the guest journey, from pre-stay to post-stay, we are constantly faced with the question like: What do guests want most, and why? What is their motivation for traveling? What makes an exceptional trip? Modern guest loyalty, after all, is earned, not given. Across each generational group and travel segment, hoteliers are implored to get closer with each guest to gain a deeper understanding of who they are, what they want and why, to provide precisely that experience. Recently, we've spent a great deal of time discussing those unique identities, motivations, and expectations that accompany each generational group when it comes to travel. From baby boomers to millennials, Generation X, and multi-generational travelers, there are no shortage of age-born influences at work to shape what is perceived as the 'ideal' trip. But within that discussion, we've yet to delve into a rather new, but ever-important, category: Skip-Generation Travel. Skip-gen travel is a growing segment represented by grandparents taking their grandchildren on holiday with them, rather than their children. Remember — identity influences behavior. With family playing such an integral role in a grandparent's identity, it should come as no surprise that the travel bug is being viewed as an opportunity for enhanced family connection. The cultivation of family and deep-rooted connections is, oftentimes, what brings family members together on foreign soil. Not to mention, with many grandparents living notable distances from their family members, a shared vacation represents an exciting way to bridge the gap and inspire closer relationships with young grandchildren. What Does the Modern Grandparent Look Like?