By Al Cardenas In a market where luxury brands strive for perfection, it’s becoming harder to stand out in the minds of hotel guests. Nowadays, 5-star properties are continuously plying their ‘A’ game so, successfully differentiating oneself from the competition is becoming a bigger challenge and delivering a memorable experience is becoming a more elusive…

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Preparation insight supporting the Master Sommelier Diploma Svetoslav Manolev, Head Sommelier at Flemings Mayfair in London, and its restaurant Ormer Mayfair by Chef Shaun Rankin, is the first Bulgarian to be awarded the honor of Master Sommelier by The Court of Master Sommeliers. Candidates have to pass a practical exam where they are tested on…

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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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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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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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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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