Guests used to tell us when something went wrong. They complained at the desk. They called from the room. They filled out comment cards with neat handwriting and detailed grievances. Even if the stay was less than perfect, they gave the hotel a fair chance to fix it before passing judgment. That era is over. Something fundamental has shifted not loudly, but silently, and most hotels still haven’t caught up.
The Friction Guests Never Tell You About but Always Punish Your Hotel
Guests used to tell us when something went wrong. They complained at the desk. They called from the room. They filled out comment cards with neat handwriting and detailed grievances. Even if the stay was less than perfect, they gave the hotel a fair chance to fix it before passing judgment. That era is over. Something fundamental has shifted not loudly, but silently, and most hotels still haven’t caught up.
Culture First, Not Campaign First: Inside Arlo’s Social Strategy
I had the opportunity to sit down with Dino Jevric, Arlo’s Social Media Manager, to discuss how the brand is taking a different path on Instagram at a time when many hotels still use social mainly to push rates and packages. Arlo is treating the platform less like a sales channel and more like an extension of the guest experience, curating its feed as a living diary of hotel life and neighbourhood energy. The aim is simple but ambitious: make people feel like they are already there, before they have even booked.
Culture First, Not Campaign First: Inside Arlo’s Social Strategy
I had the opportunity to sit down with Dino Jevric, Arlo’s Social Media Manager, to discuss how the brand is taking a different path on Instagram at a time when many hotels still use social mainly to push rates and packages. Arlo is treating the platform less like a sales channel and more like an extension of the guest experience, curating its feed as a living diary of hotel life and neighbourhood energy. The aim is simple but ambitious: make people feel like they are already there, before they have even booked.
More Than a Hotel Restaurant: Takeaways from Hilton Anaheim’s Culinary Reinvention
When I stepped into my role as Executive Chef at Hilton Anaheim, it coincided with the largest renovation in the hotel’s 40-year history. But this wasn’t just a chance to update dining spaces or reimagine menus; it was a rare opportunity to fundamentally rethink how hotel food and beverage can engage today’s guests, drive revenue, and foster long-term loyalty.
More Than a Hotel Restaurant: Takeaways from Hilton Anaheim’s Culinary Reinvention
When I stepped into my role as Executive Chef at Hilton Anaheim, it coincided with the largest renovation in the hotel’s 40-year history. But this wasn’t just a chance to update dining spaces or reimagine menus; it was a rare opportunity to fundamentally rethink how hotel food and beverage can engage today’s guests, drive revenue, and foster long-term loyalty.
Reservations Reconfirmation Calls Present Opportunities To Build The Brand, Upsell, and Cross-Sell
As online bookings increase, the number of reservations inquiry calls decreases over time. Yet when you spend time at a busy front desk or in the reservations office, the calls continue to ring. Why? Many of those who book online still call the hotel directly to reconfirm their booking, especially if they originally booked at a third-party OTA website. Inbound reconfirmation calls occur more frequently at upscale hotels and destination resorts, where travelers are typically celebrating special occasions, traveling with large parties, and/or flying to their destinations. However, they also happen surprisingly often at all hotel types, including focused service.
Reservations Reconfirmation Calls Present Opportunities To Build The Brand, Upsell, and Cross-Sell
As online bookings increase, the number of reservations inquiry calls decreases over time. Yet when you spend time at a busy front desk or in the reservations office, the calls continue to ring. Why? Many of those who book online still call the hotel directly to reconfirm their booking, especially if they originally booked at a third-party OTA website. Inbound reconfirmation calls occur more frequently at upscale hotels and destination resorts, where travelers are typically celebrating special occasions, traveling with large parties, and/or flying to their destinations. However, they also happen surprisingly often at all hotel types, including focused service.
From Reactive to Resilient: Why Best Sales People Quit and What Sales Leaders Must Learn
My best sales person quits. Not for more money. Not for a promotion. Not even for a competitor.
From Reactive to Resilient: Why Best Sales People Quit and What Sales Leaders Must Learn
My best sales person quits. Not for more money. Not for a promotion. Not even for a competitor.