Customer Experience/Service

The Four Diamond hotel invests in UniFocus' survey and analytic evaluation system to improve the guest experience at its Portland, Oregon and Kirkland, Washington locations.

The Hilton Anaheim hotel is able to streamline its guest service operations, eliminate inefficiencies and raise guest satisfaction scores in the Guest Services department by 10 points with the help of GoConcierge.

Hotels are fighting the battle against lost entertainment revenue with the implementation of multiple entertainment must-haves. High-end audio/video technology, entertainment packages, and access to the latest video game systems are just some of solution that keeps guests coming back for more.

Cell phones are no longer a means of traditional communication practices. New applications and capabilities are making these prevalent devices an integral solution for operators as they search for new ways to create operational efficiencies.

POS-integrated online ordering solutions deliver greater functionality to restaurant operations than ever before. HT asks three operators which solutions work best for their restaurant concepts, and why.

How much of an impact does technology really have on a hotel guest's experience? Learn how environmental, room control, entertainment and comfort technologies sit with guests when tested at the University of Delaware's X-Room: Experimental Guestroom.

As more travelers rely on the Internet for hotel reviews and recommendations, it is clear that operators need to monitor their Internet reputation in order to guarantee a strong Web presence. An online review generator in place at Destination Hotels and Resorts is allowing staff to scan and respond to get feedback in lightning-fast speed.

Peninsula Hotels is known for its in-room technology, delivering a customized and comfortable hotel experience to guests across the globe. In this exclusive interview, HT infiltrates Peninsula's research and development facilities, the nerve center for more than half of the hotel's custom-built and modified guestroom technologies, to examine its technology differentiators and to preview the next big innovations to come.