What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement – By Doug Kennedy

Beyond the nifty tech-based personalization apps and customized travel perks, what’s truly amazing about Delta is that during every encounter with an airline staff member they always remember to thank me for my business in a sincere and authentic way. It seems that a lot of brands are attempting this, but the 'thank’s for your loyalty sir' I get elsewhere is usually disingenuous, feels scripted, and seems insincere.

Hotel Smartconcierges Going Mainstream – By Raj Singh, CEO, Go Moment

'Great customer service is […] a systematic reinvention of established technology, data, and operations – leveraging automation, data, and agents together to exploit each of their unique strengths.' These were the words of Forrester Vice President and Principal Analyst for Application Development & Delivery Professionals, Kate Leggett, in the beginning of 2018.

Auditing the Auditors, Part II – The Art of Finding the Pulse – By Steven Ferry

Services that fail to change with the times, fall out of use: Robust, third-party QA programs are, surprisingly, one such otherwise valuable service that we may see disappearing as social media are increasingly used by guests and management alike, to determine the state of affairs and rankings of hotels and resorts. The replacement of professionals by amateurs, who are armed with a little knowledge and the full confidence of their own particular experience, is not necessarily an improvement; but it is certainly a reality.