Mobile technology can reimagine the guest experience, but it is important to highlight how travelers interact with technology if we are to truly understand mobility’s impact on hospitality and revenue generation. Today, we will follow a typical family of four as they embark on their ideal French resort vacation, showing how mobile technology can enhance their stay while also benefiting the hotel’s bottom line.
Stayntouch, a global leader in hotel property management systems (PMS), has announced an exciting partnership with MacNaughton, a full-service real estate and investment company based in Hawaii. MacNaughton has chosen Stayntouch to provide a flexible cloud PMS for three of its properties in Hawaii: Waikiki Malia, Lotus Honolulu, and Hotel Renew.
Detroit's Shinola Hotel gets new operating partner hotelmanagement.net - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from hotelmanagement.net Daily Mail and Mail on Sunday newspapers.
I recently came across an interesting article outlining a recent study by Jie Yu Kerguignas, Olivier Furrer, and Ikèle Landry exploring the phenomena of Customer Captivity in the hospitality industry. According to the authors, customer captivity occurs when customers become dissatisfied with a service relationship but feel like they don t have the ability to alter or leave the relationship, "due to a perceived need for the service and a lack of alternatives." A sense of captivity can intensify negative emotions such as frustration or a sense of unfairness with the feeling that the customer s needs are going unheard and that they are ultimately powerless to change their situation. The result can be devastating to a brand s reputation, as captive customers often turn to negative word-of-mouth behavior to vent their frustrations and regain a sense of control. Kerguignas, Furrer, and Landry argue that companies can ease captivity feelings by empowering customers through increa