front office

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Front-desk vs. pre-stay upselling

There are four main moments in the guest journey where upselling can be applied: at the time of booking, pre-stay, at the front desk when the client arrives and during the stay itself. While most hoteliers feel comfortable offering extras via the hotel website’s booking engine, even though this makes the booking process longer and reduces...
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Millennials: How to Attract them and Why It’s Important

Within two years millennials will make up half the global workforce, by 2025 it will be 75%. Looking at those numbers, there’s no denying they are one of the most important consumer segments. Unfortunately, they have a misplaced reputation for being lazy and obsessed with their smartphones. But, there’s more to this generation than common...
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When every complaint is an opportunity to surprise

Any hotel in the world is just one touch of a button away. So how can you engage with guests to create loyalty? Let’s step back a couple of months. Professor Vincent Magnini and I discussed his research on loyalty. He explained how hotel guests are bombarded with information and in order to get their full attention, hotels must find ways to...
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