As 2016 comes to an end, one thing remains clear for hospitality leaders: never has the industry been in such a state of evolvement as it is today. Today’s rapid pace of innovation has made it more difficult than ever for supervisors to skillfully manage properties, motivate teams and drive memorable
Driving efficient operations and delivering memorable guest experiences can be difficult under virtually any circumstance, let alone a hectic Q4 and busy holiday season. As comforting as the holidays are, this time of year is an often-stressful one for hospitality leaders. It’s during this “most wonderful time of the year” when
Think of the last time you stayed at a hotel. Chances are, the heart of the house—the housekeeping department—was largely responsible for it being either a memorable or lacking experience. These are the employees who clean your sheets and deliver fresh towels to you daily. They’re the people who keep resort
In today’s world full of political, cultural and social divide, the act of paying it forward can go a long way. Doing a good deed for someone (or repaying it to another) is never a bad idea, whether that means paying for someone’s meal without them knowing or returning a wallet
Have you ever heard of the movie Christmas with the Kranks? In the movie, Tim Allen and Jamie Lee Curtis play parents who decide to skip out on the holidays and take a Caribbean cruise instead. Due to their neighborhood’s strong holiday spirit, however, their vacation doesn’t go exactly as planned.
In today’s increasingly digital world where nearly four million Americans work remotely, it’s understandable that managers may overlook the importance of being present and engaging onsite to ensure employee satisfaction and improvement. Sophisticated technologies and progressive workplace cultures have led to a new way of thinking, working and collaborating. There’s of
From reviews to mobile advertising to social media engagement, there are countless ways for hotels to market themselves, stay relevant and offer the best possible guest experience. Today, perception is reality when it comes to brand standards; customers largely articulate a brand based on their impressions, which are formed by how
According to TINYpulse’s 2016 “Best Industry Ranking Report,” the hospitality industry is the fourth happiest industry to work in. I’m pleased to see this increase from the company’s 2015 report, which ranked hospitality as the sixth happiest industry; however, improvements must still be made in order to secure that No. 1
We hear about both incredibly good and bad customer service moments all of the time. We see them reported on in the news, for instance, or we overhear them during conversations with friends and family. For example, perhaps you heard the news of how three employees at a Staten Island–based Lowe’s
No matter the vertical you play in—be it hospitality, retail, finance—by now you have most certainly heard the phrase “multichannel customer service.” In the simplest of terms, multichannel refers to the practice of interacting with customers using a combination of indirect and direct communication channels—e.g. websites, retail stores, mail order catalogs,
