Customer Experience/Service

Online review websites are rich sources of information for hotel owners and managers. Mining these sites for clues to customer experiences can provide a wealth of insights into a property's success and areas that need improvement.

HT's "2012 Lodging Technology Study" suggests that hotels spend and have no incremental income. Hotels are racing to the innovation table to figure out how to add the right type of functionality to the guest room, without the promise of more revenue.

The latest tap monitoring and mobile payment options help restaurants reduce loss at the tap, and can actually improve customer relationships. But, one question may be on the minds of guests and workers alike,"Will the new technology interfere with the restaurant's atmosphere?"

A wireless wine list system elevates the wine program for Marc Vetri's Osteria Restaurant.

With hospitality insiders spending more resources on social media branding, it's important to have specific goals, responsibilities and a definitive voice in order to yield lasting results.

Carl's Jr. of Las Vegas has maximized performance and improved customer satisfaction with a customized POS system.

Pappas Restaurants team with Reliant to allow patrons with electric cars to charge while they dine.

While tradition has long held hotel check-in to 3 p.m., Starwood is bucking convention to give its most frequent travelers complete control of their check-in and checkout times with launch of Your24.