2020: The Year in Review

From Al Fresco dining to Après Ski, hotels are navigating how to transform outdoor spaces and restaurants for continued entertainment during winter months, while providing winter wonderland experiences that are sure to draw a socially distanced crowd. To allow guests the opportunity to consciously embrace cold weather, smart design thinking must be considered and well executed. READ MORE

The Spa industry is a notoriously late adopter of technology and innovation solutions. Now is the time for revolutionary thinking and new technologies to lead the way. This article explores technology to improve the guest experience. From market segmentation, to touchless spa treatments, to personalized spa services, new innovations enable a more efficient operations strategy and improved service delivery. READ MORE

The long-anticipated arrival of Generation Z has arrived. How will this new generation impact how the hospitality industry operates? For the last twenty years hotel ownership and their design teams have focused on the Baby Boomers and Generation X. Yet in the next ten years 60% of guests will identify as Millennial or Generation Z. This article focuses on the demographics for each of these four groups and identifies their commonalities and their differences. READ MORE

FOCUS

ARCHIVES

More from our online Library Archives...

Mike Benjamin

Every hotel management team strives to create a service oriented culture. In today's fast pace world of technology, guest expectations and demands continue to go up every year. The best management teams realize that building a service oriented culture is much more than finding the right people and training them on the soft skills. Strong leaders realize hotels need to adopt technology and build a culture where preventing problems is as important as solving problems and staff are able to perform their job more effectively using the latest tools available. READ MORE

R.J. Friedlander

The methods we use have changed, but the cornerstone to great hospitality stays the same: great guest service and great guest experience. While service resolution has traditionally been in reaction to guest complaints after the fact, today we have can proactively catch issues or needs much earlier in the stay and deliver better results than ever. With the tools to gather guest feedback via a number of channels from various touchpoints and the processes to action operational and service improvements accordingly, we can leverage a combination of reactive and proactive methods to deliver exceptional guest experience. READ MORE

Coming up in March 1970...