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When the guest experience comes second   18 Oct, 2010

Make sure all departments are trained to keep customer service and convenience front of mind.More>>

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Study shows money can be made on high-speed Internet access   29 Sep, 2010

A new research study from iBAHN and Ypartnership indicates frequent travelers are willing to pay a premium for high quality, high-speed hotel Internet access service.More>>

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Match your music with your culture   24 Sep, 2010

Music within a hotel's spaces should reflect that hotel's specific culture--whether it's a classic, iconic rock music hotel or a Surf City USA hotel.More>>

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Ritz-Carlton launches frequent-guest program   15 Sep, 2010

Membership offers access to Abercrombie & Kent members-only tours, half-day private consultation and personal shopping experiences with fashion experts at Neiman Marcus and Bergdorf Goodman, and the opportunity to redeem points toward wedding gowns from Vera Wang, among other benefits.More>>

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Market Metrix: Hotel customer satisfaction up   25 Aug, 2010

Guest satisfaction among hotels improved slightly in the first quarter of 2010, but satisfaction with airlines declined by 3 points, representing the steepest fall since 9/11. Drury Hotels, Jet Blue and Enterprise Rent–A–Car ranked No. 1 in hotel, airline and rental car satisfaction,...More>>

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What frequent travelers really think about your programs   5 Aug, 2010 Exclusive

Elite-status road warriors don't hold back when it comes to sharing what they expect from a hotel loyalty program.More>>

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Operators: Loyalty benefits trump costs   5 Aug, 2010 Exclusive

Brand loyalty programs drive a wide range of business to individual hotels; franchisees can count on a loyalty program for as little as 2 percent of booking business to as much as 65 percent, depending on the market. But any business is better than no business, and hotel owners and operators report...More>>

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Brands: Programs target return guests   5 Aug, 2010 Exclusive

In today's marketplace, brand loyalty is fickle. The antidote the industry has turned to is the loyalty program, and at the heart of a loyalty program rests the simple goal: incentivize customers to stay with a brand.More>>

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The business of loyalty   5 Aug, 2010 Exclusive

Loyalty programs have spread to most industries fighting for today's customer: grocery stores, gas stations, retail chains, restaurants and, of course, hotels. But as the old adage goes, nothing in this world is free. Check out H&MM's special report on hotel loyalty programs and what they mean for...More>>

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Loyalty programs for independent hotels   5 Aug, 2010 Exclusive

For hoteliers who want to reward loyal guests but don't want to align themselves with a brand such as Marriott's Autograph Collection or Choice's Ascend Collection, there are a few options.More>>

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