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.