Customer Service in 2016

We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and we work backwards.—Jeff Bezos, CEO, Amazon.com Bezos got it right. Corporations have an obligation to invest substantial resources not simply for their own benefit, but for the benefit of their customers. In this way, they are always working to provide real value that […]

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Employee Retention: Using Active Planning to Boost Staff Success

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Diane Bowen, Director of Services, SkyTouch Technology  Let me start out with what I find to be a startling fact: According to the Bureau of Labor Statistics, the average turnover rate for the hospitality industry in 2014 was 66.3%. Considering that the national average for all other private industries was 44.4%, this is an alarming […]

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Customer Surveys: The Value of Finding a PMS Provider that Listens

How often in the business world do we have the opportunity to receive honest feedback from others—feedback that might prompt us to make the necessary changes to improve our businesses? For the hotelier, guests, staff, and peers are often crucial to providing useful input that can point to where things are going well, and not so […]

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Between Shifts: Using Your PMS to Help Smooth Communications

Your hotel business runs non-stop on a 24/7, 365-day schedule. Round-the-clock operations often add a layer of complication to working in teams. Therefore, communication failures between the teams that provide coverage on different shifts can be problematic, and it can be common to run into problems between shifts. Hearing comments from your staff like “Well, we […]

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Get Full, Stay Full: Optimizing the OTA-Hotel Software Combo

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With tablet and smartphone use exploding in the past decade, tech smart consumers are no longer the exception, but have quickly become the rule in the hospitality market. In a similar fashion, Online Travel Agencies (OTAs), once dismissed by many hoteliers as merely a necessary annoyance, have matured to become the main and often customer-preferred […]

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