Stories
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Making Your Reputation Right
When we refer to reputation management we are discussing the capacity of user-generated content (UGC) stemming from a guest’s experience to alter another customer’s perception of a brand in conjunction with that company’s ability to nurture advocacy or mitigate potential…
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Do You Have A COVID Quarantine Protocol?
Imagine this scenario. A guest arrives after a short flight for a five-night stay. A few days later, not feeling well, she goes to a local hospital for a COVID-19 test. She returns to her guestroom, advises the general manager…
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Relying On Revenue Management
Perhaps the worst repercussion of the lockdowns and the cessation of travel has been that hotels have had to part ways with their teams. It’s intensely saddening that we’ve had to furlough so many good people, but my hope in…
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Maximizing Revenues Starts With Prearrival Tech
We’re now in the long tail of the pandemic. Our properties have upgraded our safety protocols to prevent the spread of COVID-19, but groups and corporate clients will still take some time to trickle back to their pre-pandemic levels. This…
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Employing A Workcation Strategy
Working from home is becoming a permanent reality for many. This means more flexible hours, a rise in stir-craziness and the desire to complete tasks from new settings. This last part is well-described via the catchy portmanteau ‘workcation’ and the…
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Emphasizing Payment Efficiency
The hardships of the pandemic continue to play out for hotels in numerous ways, one of the most jarring being the need for a huge amount of additional labor within various operations. Much has been said about how housekeeping protocols…