Shaping the Guest Experience with CRM

Customer Relationship Management (CRM) often brings to mind processes and software. And though that’s a large part of it, today CRM is focused on how...

Technology Roundtable: Experts Offer Insight into how Technology Helps Boost Guest Satisfaction

What are the most common challenges hoteliers are solving with technology? David Caffo: At Four Seasons Hotels and Resorts, everything we do...

Blockchain May Not be Living Up to the Initial Hype

At the beginning of this year, the market-research company Forrester made the following prediction about blockchain: “The visionaries will forge ahead; those hoping for immediate...

Roundtable: The Data Dilemma

Amy Bostock: How are hotels using data to better serve guests? Jessica Conant: The thousands of satisfaction surveys our customers respond to each year provide an important source...

A Look at How Hotels Are Embracing Immersive Technologies

Virtual reality (VR), augmented reality (AR) and immersive technologies offer guests, hoteliers and hotel staff an opportunity to expand their engagement with a property, its services and...

The Impact of Big Data in the Hotel Industry

In the hotel industry, there's no shortage of information that can be leveraged to better reach and serve guests. Customer data within loyalty programs, price comparisons, location...

How Smart Devices are Shaping the Guest Experience

Amazon recently announced the release of Alexa for Hospitality, a new software kit that would allow hotels to link the voice assistant to their property-management systems. Some...

Energy Efficiency Lights the Way to Savings and Customer Satisfaction

Being energy efficient can pay dividends, improve the guest experience and create goodwill through environmental and social responsibility. But, improving energy efficiency requires planning and thought when...

Housekeeping is Being Slowly Transformed by Technology

While everything from the front desk to food and beverage has been impacted by new technology developments, the housekeeping department, relatively speaking, remains stuck in the dark...

What do F&B Teams Have on Their Equipment Wish List?

The kitchen is one of the most important rooms in the hotel and Gaurav Gupta, director of Sunray Group, knows how to create a great one. He...