Concierge as we know it is not just customer service. It’s an art. One that takes years to hone. A Concierge has to more than a good listener, but needs to be able to think and act quickly (It also doesn’t hurt to be well connected in the service industry). But, more importantly, they have to want to do it.Read More
The Internet Booking Engine… it’s quite a complex piece of web software. It’s not just a core component of your website. It’s your silent salesperson and delivers the biggest impression once a visitor has moved beyond your homepage.Read More
Today, almost everything is available and accessible 24/7 and when it’s not, it’s annoying right? For most, patience is at an all-time low and speed and personalization has never been more important. Whether you are a travel agent or a hospitality business this goes for both internal and customer communication.
Michael and I made a trip to the HITEC Houston convention last week. It was an excellent opportunity to meet with a number of great companies that we are currently working with and some that we hope to be working with soon. So stay tuned!Read More
Being a communications platform we often get asked about metrics regarding the trend of guest communication. Which channels are preferred, what is engagement like, etc.Read More
Did you know that over 15 million texts are sent every minute of every day worldwide? Just in the US alone over 6 billion text messages are sent and received per day and these stats do not include in-app messaging (Facebook Messenger, WhatsApp, etc.).Read More
Recently, I overheard two people discussing how self service has no place in the hospitality industry. With the main point being that you use an ATM to avoid going into the bank. An older train of thought maybe, but also warranted. The check-in is the first impression opportunity that you have with your guests and it should be personal and engaging. But, some larger hotels have such high volume that they don’t have this opportunity. Just go to Las Vegas. You will see what I mean.Read More
Today, Michael and I had the honor and pleasure of talking with Jon Albano on his Lodging Leaders Podcast. At first I felt a little odd being included with such a long list of hospitality veterans, but hey, when you get a chance to talk about yourself, why not. I think we could have mentioned a lot more about Hoperator and why Michael and I got together to build it. But, it's still a good listen.Read More