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Hotels need to start considering a connected commercial strategy. And this starts with how well team members are treated. On-property staff care for the customers who boost topline RevPAR and TRevPAR. But, in today’s uncertain labor market and soaring inflationary costs, properties are experiencing operational difficulties without levying sizable price increases and, thus, the customer service experience may remain challenging. ....
Pulse Live: Putting the Guest At The Forefront of Enterprise Revenue Decisions hospitalitynet.org - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from hospitalitynet.org Daily Mail and Mail on Sunday newspapers.
Send Long after 2020 ends, it will be remembered as a time of transformative change in hospitality. Hotel owners and operators faced many business challenges, including dire economic conditions, changing traveler preferences, and a rapidly evolving guest experience. But as the industry looks ahead to what comes next, there are plenty of questions to consider. Which recent changes in guest experience have staying power? What role will contactless technology play in addressing new guest expectations? And how can hotel executives best support their staff during this challenging moment? In order to explore these themes further, Skift recently spoke with Geoff Ryskamp, global head of hospitality at Medallia, to get his predictions for how the hospitality customer experience might evolve in the near future. ....