The hospitality industry has undergone a seismic transformation over the last years. This period of change is set to continue through 2023, with shifts in demographics and technology, and the post-pandemic transition to a new normal all playing decisive roles. With clients around the world, we have seen these trends in the tourism and hospitality...
Just a few examples include: Either calling or emailing each guest with a personalized message after booking, rather than a generic automated email, asking for preference requests. This personal touch can make an important difference. Automated personalized guest communication is also a possibility, but requires a capable CRM system to be in place along with efforts of the...
The changes to the hospitality industry may understandably seem overwhelming at times, given how broad they are and the speed with which they are taking place. However, with the right approach, hospitality managers can make the requisite changes to operations in order to take full advantage for commercial success. What is clear is that it will...
Waiting for opportunities until the guest arrives will work against your operations in many ways. Instead, it is better to take a proactive stance and start driving customer experience and revenue from the get-go. The benefits are abundant, namely: Increase the interaction time with your guests: Making the service feel more attentive and generally of a...