Walk into almost any independent hotel, restaurant or bar in the UK and ask the owner how they measure guest satisfaction. Chances are they’ll mention their TripAdvisor score, their Google rating, and if they’re slightly more sophisticated, their Net Promoter Score. NPS has become the default benchmarking tool for hospitality businesses trying to understand how […]
The hospitality industry spends heavily on training. Service recovery workshops. Standards refreshers. Communication training. Certification programs. Role-play sessions that most staff forget within the following weeks. The intent behind all of it is real. The results are not what anyone expected. Not because training fails. Training does exactly what it was designed to do — […]
Most hospitality professionals firmly believe that AI cannot replace the human connection that is inherent to the hotel experience. But it can digitally assist staff to enhance human productivity. Hoteliers are also very aware of the benefits that AI can deliver to operations and finance. The ROI correlation is direct. However, AI in hospitality marketing […]
Photos by Yoriko Suzuki Spain’s Lara Sundberg and Héctor González Elvira are a new junior ice dance team coming together from different backgrounds to build an on-ice partnership that resulted in a top 20 finish at their first World Junior Championships. Get to know the team as they reflect on their first season together and […]
No one likes to get a bad review online. The sinking feeling when you see a one or two out of five rating and the harsh criticisms of unhappy guests erodes at the heart of a good hotelier, and at the reputation of your business. Many hoteliers have come up with ways to attempt to […]
