Customer Experience/Service

In recent years, The Kessler Collection's clientele has become more discerning than ever before. They typically have rich media options at home and hotel management wanted to ensure that they offered at least comparable media capabilities, with the goal of giving them options they had never before experienced. Learn about the solution that offers guests Web TV, access to HD Hollywood movies, unlimited HSIA and more.

2009 has been a tumultuous year for hospitality operators. With the U.S. Federal Reserve declaring the recession's end, business owners are eager to set their sights on 2010 and move forward with their recovery efforts. In an exclusive reader survey, HT taps its audience of IT pros to learn how their companies are faring in the recovery period, as well as the specific business initiatives that they are focusing on for 2010.

According to a blog posted by Google product marketing managers Ryan Hayward and David Kim, Google's new window decal initiative centers on a unique bar code, known as a QR code, that enables users to go up to a storefront and immediately find reviews, coupons and more through their mobile phones.

Holland America Line will install five Microsoft Surface units in Mix, its newest lounge venue with three specialty bars, enabling guests to collaboratively and simultaneously interact with content and each other.

Papa Gino's and D'Angelo Grilled Sandwiches' joint Guest Loyalty Card Program enables guests to earn points at Papa Gino's or D'Angelo restaurants and redeem these points at either restaurant.

For many restaurants this holiday season, the traditional gift cards of yore are getting a complete makeover in a play to boost sales and gain customer loyalty. Virtual personalization, gift cards that also give back to purchasers, and cards that double as loyalty programs top the list in recent trends.

Accor customers are now able to make reservations at 3,000 hotels worldwide directly from their iPhones. Plus a personalized service memorizes current reservations and favorite hotels, and then synchronizes them with iPhone contacts.

The Sutton Place Hotel is the first hotel in Canada to install a headend-based FTG solution from LodgeNet that enables HD FTG content to be encrypted throughout the hotel without the need for additional equipment in the guest room.