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Guest Experience

The Hospitality Sector Turns its Focus to Sustainability

By: Amy Sedeño   The hospitality industry is embracing eco-friendly practices and the importance of sustainability as a key component to a successful branding strategy. From internationally-known brands like Hyatt, Virgin, and Marriott International to independent boutique properties, these hotels are taking an active role in shaping industry standards for sustainable travel. But how does…

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Engaging Guests through Authentic Stories

By Gary Heiman We often read how today’s luxury travelers are increasingly expecting unique and authentic experiences when choosing their destinations, as well as their accommodations. To establish this authenticity, hotels are presenting guests with compelling, differentiating stories to create a genuine experience and an emotional connection that resonates long after their stay is over.…

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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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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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Hotels Foray into Fashion

Hotels usually leave the contents of the suitcase to the guest, but increasingly, they’re having more and more to say about what those contents look like when the guest checks out. They’re seducing guests with their own designs. They’re helping get garments made-to-measure. And they’re shepherding guests in and out of the city’s most chic…

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The Hotel Pre-Opening in a Remote Location

By Vaibhav Garg Peace and silence come with a price tag. Travelers choose to come to remote resorts paying high prices for the peace, harmony, and tranquility they get after a busy city life. Having said this, the making of a resort in a remote location is a challenge and even more so in running…

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