Luxury Hoteliers Magazine

Conference Report Back INSPIRE’18

Conference Report Back INSPIRE’18 By Sharon Hirschowitz The International Luxury Hotel Association held their 7th annual INSPIRE’18 Summit at the Four Seasons Las Vegas 13&14 December, with Ted Teng, President & CEO of The Leading Hotels of the World opening the day with a talk entitled “Look Back to Look Forward”. He reflected on how…

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Spotlight on Mark Kirby, General Manager of Armani Hotel Dubai

Spotlight on Mark Kirby General Manager of Armani Hotel Dubai By Dellvin Roshon Williams If there is one hotel that consistently redefines what fashion-branded boutique hoteling means, it’s Armani Hotel Dubai. Mark Kirby, General Manager of Armani Hotel Dubai, located in Dubai’s über-luxury hotel located in the iconic Burj Khalifah, is a veteran of the…

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How to Respond When Guest Problems Arise

Customers understand that mistakes happen, but they expect companies to actively work to resolve problems. In fact, research from Medallia shows that when consumers believe they have put in more effort than a company to resolve an issue, they are twice as likely to tell someone about the bad experience and four times more likely to stop purchasing from the company.

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Providing a Positive Experience Across the Entire Guest Journey

Twenty percent of hotel guests say their customer experience expectations are higher than they were two years ago. So, what’s changed between now and then? Greater demand for quality, consistent service organization-wide. Memorable experiences should be delivered from start to finish, end-to-end.

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Conquering the Loyalty Divide: Insights from a global research study on loyalty.

Hoteliers invest significant effort, not to mention time and money, offering loyalty programs to engage customers, recognize and reward them for their loyalty and to win repeat business. But are they really working? Are millennials as loyal as Baby Boomers and GenXr’s? Are we entering an era of experience-based loyalty programs? What is the future…

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The Modern Luxury Consumer

By Alison Gough Luxury consumer desires are shifting. As experience overtakes possession, and time becomes more valuable, services that offer personal enrichment will hold appeal. Here are three key desires of the modern luxury consumer and how to win them over: 1. Increased return on time Attitudes towards holidays and getaways are changing as the…

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Q&A: Donald Crossley, Concierge of the Hyatt Centric The Loop Chicago

Donald Crossley, Concierge of the Hyatt Centric The Loop Chicago can tell you are story or two after 26 years in the luxury hotel business. From helping an NBA player propose to his beloved during the Chicago Bulls championship run or falling into a recycle bin while getting a newspaper for a guest, he’s done…

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Creating a Solid Road-Map for Employees

To “get the basics” right and create the right tools so that your team is on board and heading in the same direction. This ultimately has an impact on your operation`s bottom line. We specialize in Hospitality Customer Experience and Hospitality Quality Assurance.

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