Hotels train workers in the personal touch More and more hotels recognized they are in the experience economy, and that service and hospitality are two different things. Service is the things that you do for people. Hospitality is how you make them feel while you’re doing those things. Source: Hotel Marketing Hotels train workers in the personal touch
Does the global business services model still matter? Centralizing multiple functions under a GBS model will save companies money. For many customers of GBS, however, this benefit is largely invisible. What matters more to them, particularly in a digital-business era, is quality and speed. Source: Hotel Marketing Does the global business services model still matter?
OTA bookings linked to lower guest satisfaction When guests book through an independent travel website or mobile app instead of directly with the hotel, they are more likely to experience a problem and to be less satisfied with their stay, according to a new J.D. Power study. Source: Hotel Marketing OTA bookings linked to lower guest satisfaction
With the Expedia deadline looming, Hyatt signs new deal with Booking.com Hyatt and Booking.com quietly signed a new and restructured distribution agreement a year short of the prior agreement’s expiration as the U.S.-based hotel chain seeks leverage in its contentious negotiations with Expedia. Source: Hotel Marketing With the Expedia deadline looming, Hyatt signs new deal with Booking.com