Customer Service

Best practices, news and insight into customer service and how important guest satisfaction is to the success of hotels and resorts.


Effectively Managing Your Property's Reputation Online 

Digital reputation management is vital to the success of your hotel. In an age where guest reviews can be posted by anyone at anytime, formulating a strategy for managing your hotel's online reputation is not only wise — it's essential. And contrary to popular belief, you don't just need to monitor ...

Behind the Scenes October 15, 2012 

Operational insights to help keep your property running at full speed...

MGM Grand Adds Extreme Wellness Room Option 

For a $30 charge, guests at the MGM Grand Hotel & Casino, Las Vegas, get some of the newest wellness amenities. Features like vitamin C showers, light therapy and water filtration systems are included in 42 new STAY WELL Rooms that opened in late October....

Suites Offer Guests Presidential Treatment 

A fixture at many a hotel, the presidential suite represents the best of rooms. With candidates crisscrossing the country this election year, some of those suites may have hosted the next president. In that spirit, New York-based Liberty Travel has voted on some of the best presidential suites. These include:...

Best Western Goes After Market Share 

Business is up and the game is on to grab even more market share, according to Best Western executives at the 2012 Convention and Global Conference in Las Vegas last week. Until this year Best Western North America had its own conference. Last week, 2,500 people, representing 4,200 properties around the world met at The Venetian....

Bartolin Helps Keep Broadmoor a Classic 

“Distinctive. Unique. Old. Those are the words he uses,” says Steve Bartolin, who is sitting behind his desk and talking to an architect via speakerphone. Terry McHale sits on the other side, leaning toward the desk while holding an architectural drawing of a proposed new building. Bartolin has just finished reading aloud a printed email from the resort’s new owner, billionaire Phil Anschutz. Bartolin’s ...

Homewood Training Focuses on Best Behavior 

Front office managers can improve leadership effectiveness with "7 Breakthrough Behaviors.” These “breakthrough behaviors” are grounded in more than 200 hours of observation and 50 interviews at top-performing hotel properties, conducted by Ohio-based Root Learning, an industry leader in training programs. Frank Saitta, senior director of brand performance support for Hilton Worldwide, presented these at the ...

How Hotels Tackle Big Data and Improve Analytics 

Each day our world gathers more data, digital bits and analysis than we could have ever dreamed of just a decade or two ago. In the hotel realm, this data — or Big Data— as it is called can come from your ...

Carlson Expands Radisson Blu to Caribbean 

The first things guests see when they approach the Radisson Blu Resort, Marina & Spa St. Martin are layers of blue water and a 1,600-foot white sand beach bordered by a lush landscape. A large number arrive via water taxi. The 25-minute excursion is the fastest way from Princess Juliana International Airport to the secluded Caribbean resort on the French side of the 37-square-mile island. The alternative is a 35- to 40-minute drive through the island. ...

Chattanooga’s Choo Choo Hotel Chugs Along 

The lyrics from the 1941 movie “Sun Valley Serenade” may seem outdated today. But the folks down Chattanooga way are ever-so-grateful for the song made famous by the Glenn Miller Orchestra more than 70 years ago. It was the catalyst for a sprawling resort property—also named Chattanooga Choo—that’s brought life back to an old railroad depot and the surrounding downtown....

JD Power Announces Winners, Guest Satisfaction Issues 

The results are in for J.D. Power and Associates’ 16th annual North America Hotel Guest Satisfaction Index Study. ...

Omni Berkshire Introduces Teen Concierge 

Crayons, coloring books and chocolate milk. Kid-friendly programs are common. But what about teens? Serving them is often overlooked....

It’s Not the Error; It’s How You Correct It 

Journalists are constantly inundated with press releases touting surveys, polls and studies conducted about their areas of coverage. It’s no different in the hotel business. Weekly, usually more often, we get notice of studies on hotel performance, social media effectiveness, transactions activity, technology trends, etc., etc., etc. I got one last month that hit a nerve for me ...

Using Social Media for Business Intelligence 

Despite Peter Yesawich Jr.’s claim that there’s no such thing as a “social media expert,” he and three other panelists looked and sounded the part during a panel at HITEC in Baltimore. ...

Don't Roll the Dice on ADA Compliance 

Lately on Capitol Hill, there has been much attention dedicated to the recently proposed H.R. 4256 Pool SAFE Act introduced by Mitch Mulvaney (R, SC) and H.R. 4200 introduced by David Schweikert (R, AZ). Significant attention from disability rights groups has been garnered as they voice their displeasure over what they regard as a “rolling back”of the ADA regulations, therefore putting in jeopardy the Olmstead Act of 1999. While jeopardizing the ...

LobbyFriend Connects, Informs Guests 

When Occupy Wall Street constricted traffic for New Yorkers, guests at TRYP by Wyndham New York City Times Square South knew right away. When a presidential visit to the city snarls traffic, guests know what areas to avoid. ...

TRYP Coming to North America 

Glass doors slide open to the lobby of the Tryp by Wyndham Hotel Quebec PUR. The deep charcoal and white lobby is austere, what Americans refer to as European or minimalist. Neutral shades carry the lobby, halls and rooms. Occasional pops of bright orange — a pillow here, a print there, the guest directory and even the desk pen — play with the eye....

How Social Media Levels the Playing Field 

Marketing intelligence can be gleaned from social media, a fact well documented. From recommendations to general opinions shared online, hotels gain great insight into the relevance and effectiveness of their marketing messages. ...

Melchiorri Brings Lodging to TV with “Hotel Impossible” 

Anthony Melchiorri isn’t a TV personality doing a hotel show. He’s a hotel guy doing a TV show. His resume and approach on camera make that clear from the first episode of “Hotel Impossible,” a new original weekly one-hour series premiering Monday, April 9 at 10 p.m. on the Travel Channel....

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