Features

'For me, safety is personal.' This was the statement which lingered in my mind, as Robb Monkman, Founder, and CEO of React Mobile, told me his story.

When those in the hotel industry talk about selling hotel rooms, the conversation frequently turns to a diatribe on direct bookings – the great need for them, how to get them, how much money to spend on them, and how to keep them. If this industry is to evolve, the direct-booking debate also must change.

Beyond the nifty tech-based personalization apps and customized travel perks, what’s truly amazing about Delta is that during every encounter with an airline staff member they always remember to thank me for my business in a sincere and authentic way. It seems that a lot of brands are attempting this, but the 'thank’s for your loyalty sir' I get elsewhere is usually disingenuous, feels scripted, and seems insincere.

Amazon frequently receives credit for successfully employing machine learning to engage consumers and drive sales with its well-known recommendation engine, which generates 35% of the company’s revenue, according to McKinsey. However, competitor Walmart has a surprising amount of machine learning activity going on behind the scenes.

Beneficial both for the guest and the hotel, self-service represents an important part of hospitality’s future

While the hotel sales environment has completely transformed, hotel sales training models seem to be stuck in the 1990’s. When I meet hotel leaders at industry conferences it seems most recognize the profound changes such as the emergence of third-party planners and the migration to online RFP tools (CVENT, CVB Platforms and social sites such as The Knot.) Yet most leaders seem to be unclear on what it takes to outsell the competition these days.

According to a new Expedia Group study released today, price and guest ratings carry more weight than brand value as key attributes to hotel property selection, showing that independent hotels can more effectively compete today with their branded counterparts.

With the advent of technology, many activities previously performed by live humans have been replaced by automated methods. Is it really an improvement, or has the industry gone too far?

When you read a cross-section of negative comments from online reviews and guest surveys, it’s easy to recognize a common theme across all lodging operations: 'Heart failure.' More specifically, I am referring to the failure to understand the true heart of hospitality, which is 'caring about as well as caring for others.'

How do you define luxury travel? It’s a well-worn phrase, one which translates across industries and generations; but how can we truly understand such a subjective concept? With the increase in demand for unique and exotic holiday experiences, the luxury travel market is predicted to grow at a CAGR of 6.83% globally. So the question becomes – Is luxury travel about the appearance of a hotel, or more about the service? Can it be attributed to the destination or the amenities? What about emerging technology, or local experiences? How can hoteliers ensure they are tapping into the potential of luxury travel and appealing to modern guests?