Avid readers of my blog have surely noticed that I like facts. I write based on analyses backed by figures and/or about concrete actions to be taken. I’m going to make an exception with this article. As the year is starting, I look to the future and ask this crucial question: what does the future hold for hotel receptionists? Does the hyperactive digitalisation we are witnessing mean the end of this profession? Will the role…

I am frequently in contact with hotel owners and I hear too often phrases like: “AirBnB is stealing all our customers! ” “It is unfair competition! ” “They do not have the same expenses as the hotels! ” Etc. With a few exceptions, hotels are extremely angry about AirBnB. For those who read me regularly, you know that I love to analyze and get to the bottom of things. Also, I asked myself this question:…

Independent hoteliers often complain about not having enough time to accomplish certain tasks which they nevertheless consider to be very important for the future of their hotel. Indeed, between upgrading to comply with safety standards, classification, marketing, “special” guests, equipment and logistics problems in the hotel, accounting, human resources, appointments with suppliers, etc., it is simply and physically difficult and sometimes even impossible to manage everything. An independent hotelier rarely has the time to work…

Delivering great guest experience leads to loyalty. But while rewards systems, points and discounts can help, they aren’t the natural way to build guest loyalty. At Experience Hotel we work with hundreds of hotels to help them with technology and tools to improve guest experience. We’ve worked with hotels for most of our professional lives and came to notice that hotel marketing works best when hotels deliver incredible service. When we built Experience Hotel we…

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