Customer Experience/Service

According to reports in USA Today and ABC News, check-in/out, guestrooms and bandwidth top travelers' gripes.

Both restaurant and hotel operators are calling for integrated technology to bridge the gap between service and overall experience. As multi-channel guest engagement becomes a top priority, both operators and tech vendors must focus on collaboration.

Room entry has emerged as a top area of focus for hoteliers who want to provide the most current, secure and reliable means of cross-property accessibility to tech-savvy travelers. HT takes a look at the technologies that will eventually replace magstripe.

The growth of social media continues to influence how hospitality operators interact with customers and capture new guests. Marketing departments must branch out from the traditional means of advertising and integrate social media activity with formal loyalty programs.

The hotel industry must recognize the importance of the aesthetics and usability of online distribution channels in order to capture web bookings and increase brand loyalty.

Ciena Hotels & Suite chain will premiere with a complete rollout of guest-facing and operational technology including mobile check-in, self-service ordering options and a cloud-based PMS.

The Silver Reef Casino has seen big returns in cutting costs and improving customer satisfaction by investing in the Bigfoot computerized maintenance management system.

A digital marketing agency has released the results of a survey that explores how restaurant choices are made.