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Hoteliers today are uniquely challenged to minimize costs while maximizing value. They must keep up with today’s rapid pace of innovation without increasing certain expenses. They’re expected to digitally transform while closely monitoring operating costs. They need to deliver extraordinary guest experiences while protecting the bottom line. Striking this balance is critical: a 2017 “Trends…
Hospitality executives, be honest with yourself: do heavy administrative workloads leave you less time for strategizing? Do slow processes lead to delays in work activities? Are you or your teams still using manual tools that affect productivity and increase the probability of making mistakes? If you answered “yes” to any of these, then it’s time…
If you’re familiar with my blog, then you know I talk a lot about employee development. Disengagement in the workplace is nothing short of an epidemic, and it’s one that we as leaders must work to correct. I’d like to pivot the conversation though for a moment to discuss something equally important, yet often misconstrued:…
As hospitality leaders, we understand the drastic impact that technology has on hotel operations. For example, we can improve data sharing through system integration or enhance communications to minimize disruptions. These benefits are all well-understood. My question is: how are we using these technologies once they’re implemented? This brings up an interesting point: operations are…
How often do you come across articles that advocate for better employee engagement? If I had to guess, I’d say a lot. It’s true that the employee experience (EX) is lagging; in fact, research shows that engagement dipped for the first time this year since 2012. Global employee engagement fell from 65 to 63 percent…
When it comes to business growth, continuity and profitability, companies must have employee engagement to succeed. After all, it’s no coincidence that today’s most successful brands (i.e. Disney, Apple, Facebook, Amazon) consistently rank as the world’s top companies to work for. It’s not too difficult a concept to understand: engaged employees feel a sense of…
They’re the first and last faces guests see during their stay. They’re the voice behind most service calls. They accommodate special requests and mitigate issues. They’re even there before travel begins, helping individuals navigate reservation sites and answer pre-booking questions. These are your front desk workers, or what many managers consider the lifeblood of the…
It’s not a matter of opinion, but fact: the CX paradigm is changing in hospitality. Technology is advancing by the minute, and guest expectations are continually evolving. The word “service” is no longer in any innovative hotelier’s dictionary. Guests today have some pretty wild ideas about what their hotel experience will look like in years…
A disturbing amount of research now points to the fact that people are unhappy with their jobs. A 2013 study from Gallup, for instance, found that only 13 percent of people worldwide actually enjoy going to work. This figure (169 million) represents about half of the U.S. population—a small sum compared to the 1.3 billion…
Ask anybody, and they’ll tell you that the customer experience (CX) is the strongest—if not, only—competitive differentiator among companies today. This is why nearly 90 percent now compete solely based on the CX, and why half of this year’s product investment projects are being redirected to CX innovations. The ability to consistently deliver amazing customer…
