Hospitality

Rethinking loyalty in hospitality: Three simple questions for big returns

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Tricky yet exciting times lie ahead for the hospitality industry. Business travel has yet to rebound to its pre-pandemic levels, while leisure travel is booming. Customer profiles are also evolving, and their expectations are higher than ever. In this dynamic landscape, traditional loyalty programs centered around room upgrades and exclusive amenities are no longer enough for an increasingly digitally native collective. As hotel chains compete to attract customers through their direct channels, reimagining their loyalty program value propositions is essential to appeal to a changing and increa...

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Introducing iStay – the Unified Platform to simplify and improve hotels’ businesses

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In January 2024, we announced our intention to acquire hotel and travel technology provider Above Property Services (APS®). Upon closing the transaction in March, we embarked on our journey to transform the hospitality industry. As we combine the considerable resources of a global company behind the hospitality industry's first unified platform, we felt this momentous move deserved a new name that reflects the broader array of products we can now offer. It's my pleasure to introduce you all to iStay. For hotel and travel executives, iStay is completely aligned with your priorities to simplify ...

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The biggest advance in the hotel industry in the last ten years is surprising and unexpected

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From time to time, groundbreaking innovation arrives in surprising and unexpected ways. For example, in the 1950s, when we started sending rockets into space, we took for granted that the rocket went up into the sky on a one-way trip. On December 21, 2015, something fundamentally changed: Stage 1 of the SpaceX Falcon 9 rocket completed its descent and landed at Cape Canaveral Station. When that booster landed, vertically and intact, that event fundamentally disrupted the space industry with unprecedented economics, efficiency, and profitability. When Aaron Shepherd and his founding team at APS...

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The legacy syndrome and hoteliers' ability to unlock new revenue streams from personalization

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Amid the travel industry's retail transformation that aims to strike the sweet spot between profit and customer-centric experiences, hoteliers are experimenting with different unbundling and re-bundling strategies and techniques. In the quest to fulfil as many guest needs as possible and increase share of wallet, hoteliers are also partnering with third parties to expand the products and services they can offer. But packaging insourced and outsourced offer components while delivering a seamless and personalized, yet consistent, brand experience across customer touchpoints is challenging. "Serv...

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Four essential techniques for attribute-based selling success in hospitality

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As I discussed in my previous article, attribute-based selling (ABS) is a transformative strategy by which hotels sell individualized experiences to guests, rather than one-size-fits-all packages. Under this model, each guest picks and chooses the amenities and add-ons that are most important to them, effectively building a more personalized stay. ABS has distinct advantages over traditional, "bundled" selling models. For example, with ABS, hotels may price down some rooms so that they are more affordable (e.g., by forgoing daily housekeeping) and are less likely to remain vacant. Meanwhile, t...

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