The delight of a luxurious weekend getaway. The relief after a long day of travel. The joy of a family adventure exploring a new city. A hotel room is much more than a place to lay your head – its the setting for new experiences and the feelings that accompany them. These uniquely human feelings are easy to recognize, but almost impossible to describe.
Not a day goes by when 'business as usual' is not disrupted by the unexpected. The unexpected can take many forms: airline crashes, cyberattacks, hurricanes, power outages and even heinous criminal acts including human trafficking.
For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating my business plan for a hotel industry training company to the top minds in lodging. The year was 1989 and my proposed company name was Check-Inn Training. I remember one industry icon in particular who, upon seeing the name on my binder, said 'Bad idea young man.' He proceeded to hand me a copy of an article from what was then called Hotel & Motel Management, in which a headline read 'Front Desk Staffs To Be Replaced By Kiosk Check-in Machine.'
This already violent year now carries the ugly scars of two more mass shootings, this time in El Paso, Texas, and Dayton, Ohio, which killed more than 30 people and inflicted devastating wounds on dozens more. The shooter in each instance respected no place and no one. Their bullets ripped through victims of all ages, genders, races and origins.
A night of playing board games has become a visit to the escape room, going to the park with the kids has become a trip to the climbing gym, and beers out with friends has turned into themed tours of local pubs, notes Forbes. Though millennials insatiable desire to do things rather than collect things has led the surge in the experience economy, the desire for experiences certainly isnt limited to just one generation.
When a modern-day crisis unfolds, gone are the days where executives can assemble in a war room to assess the potential damage and then take their time to formulate a response to appease the media and, more importantly, assuage the fears of their loyal customers – their most treasured asset.
Deloitte study reveals that 85 percent of professionals want to hear 'thank you' in day-to-day interactions.
Human trafficking, a form of modern slavery, has grown to become one of the largest social issues facing humanity today. It is defined by Merriam Webster Dictionary as organized criminal activity in which humans are treated as possessions to be controlled and exploited by being forced into prostitution or involuntary labor.
When those in the hotel industry talk about selling hotel rooms, the conversation frequently turns to a diatribe on direct bookings – the great need for them, how to get them, how much money to spend on them, and how to keep them. If this industry is to evolve, the direct-booking debate also must change.
Amazon frequently receives credit for successfully employing machine learning to engage consumers and drive sales with its well-known recommendation engine, which generates 35% of the companys revenue, according to McKinsey. However, competitor Walmart has a surprising amount of machine learning activity going on behind the scenes.