Everyone in this business talks a good game of ‘service’ — as long as they can make some underling (usually, one paid not much more than minimum-wage who’s treated like crap) ‘do’ the service. Ultimately, that’s why it doesn’t work.
We focus on caring (and, by the way, try to create a space for th...(more)
I keep telling you, you need these loyalty programs. The value of any hotel brand is directly proportional to the number of people running around with that brand’s loyalty card in their pockets.
And even then, even with the figures on their charts to bear me out on this, there’s obviously room for...(more)