In a new digital era defined by distinct brand experiences, the bar for hotel marketing has been set incredibly high. It’s critical that properties competitively differentiate with unique branding that effectively engages (research shows engaged guests are 40% more likely to come back and also less price-sensitive). So, what can hotels
Hospitality executives, be honest with yourself: do heavy administrative workloads leave you less time for strategizing? Do slow processes lead to delays in work activities? Are you or your teams still using manual tools that affect productivity and increase the probability of making mistakes? If you answered “yes” to any of
If you’re familiar with my blog, then you know I talk a lot about employee development. Disengagement in the workplace is nothing short of an epidemic, and it’s one that we as leaders must work to correct. I’d like to pivot the conversation though for a moment to discuss something equally
Take a look at this Digital Marketing Battlefield Map from Forbes. Experience targeting, mobile media, social apps, emotion detection…it’s a lot to digest. Truth is, marketing in today’s digital era doesn’t have to be so overwhelming. As with any other business initiative, digital marketing is what we make it. We can
Improving customer experience is now the No. 1 priority for nearly 75 percent of businesses, and that certainly includes hospitality organizations. But we’re not where we should be quite yet. Research suggests that huge gaps still exist in customer experience efforts between what brands know to be valuable (as high as
Ah, the front desk. It’s every stock image we see when searching for “hotel” photos, complete with perfectly positioned bells and mannequin-like associates. But is the front desk still relevant? Absolutely. It just doesn’t look like this anymore. Through the years, I’ve heard countless industry experts question the validity of the
As hospitality leaders, we understand the drastic impact that technology has on hotel operations. For example, we can improve data sharing through system integration or enhance communications to minimize disruptions. These benefits are all well-understood. My question is: how are we using these technologies once they’re implemented? This brings up an
How often do you come across articles that advocate for better employee engagement? If I had to guess, I’d say a lot. It’s true that the employee experience (EX) is lagging; in fact, research shows that engagement dipped for the first time this year since 2012. Global employee engagement fell from
We live in a world today of seemingly endless possibilities, one in which companies must relentlessly innovate to meet rapidly changing expectations. This is especially true in hospitality, where the bar is continually being raised for the guest experience. So, why is it that guest satisfaction increased by only 2 percent
When it comes to business growth, continuity and profitability, companies must have employee engagement to succeed. After all, it’s no coincidence that today’s most successful brands (i.e. Disney, Apple, Facebook, Amazon) consistently rank as the world’s top companies to work for. It’s not too difficult a concept to understand: engaged employees
