Guest-facing hotel technology can take many forms, and brand executives say it’s important to prioritize spending so it matches what guests want.

Products & Services ∙ Guest Experience

One of the most frequently uttered hotel marketing catchphrases of recent years has been “selling experiences,” but while many marketers talk the talk, more than a few are a long way from truly walking the walk.

Personalization ∙ Guest Experience

We’re in an era of copy-and-paste loyalty programs. Airline, hotel, and car loyalty programs run the conservative game of offering nearly the exact same thing that the competition delivers.

Loyalty Program ∙ Guest Experience

The long-term and strategic vision for Starbucks is not just about coffee and compelling you to consume every ounce of caffeine exclusively from them; it’s about the culture.

Products & Services ∙ Guest Experience

Two key elements of this shift are that service providers now have fewer opportunities for direct interaction with guests, and interactions may often be the result of service failures.

Products & Services ∙ Guest Experience

As travelers increasingly demand standout experiences, luxury hotels are moving beyond their traditional focus on rooms to come up with exclusive offerings, increasingly in partnership with tour operators.

Products & Services ∙ Guest Experience

Even as technology becomes more complex, the one “trend” that remains constant is the value of humans in building customer relationships.

Technology ∙ Guest Experience

There’s nothing that makes a stay feel less personalized than poor attempts at personalization.

Personalization ∙ Guest Experience