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Article - From Wall Street and Silicon Valley to Hospitality Leader: Exclusive Interview and Insights from DerbySoft Co-Founder Feng Ou - By Alan Young - Steve Jobs once said, The mark of an innovative company is not only that it comes up with new ideas first, but also that it knows how to leapfrog when it finds itself behind. There is, perhaps, no more relevant sentiment to apply to the hospitality industry. I recently had an insightful conversation with Feng Ou. We discussed his experience starting up in Silicon Valley, the evolution of DerbySoft, and potential strategies for hoteliers to keep up with market changes. ....
Article - Trust and Relationships: The Twin Pillars of Hospitality Business Growth - By Alan Young - The hospitality industry is all about relationships. Relationships between co-workers, guests, those in positions of prominence, and those cementing their place are of paramount concern. Without the relationships that are the bedrock of our industry, we would be nothing more than those who work in a building where people sleep in rooms. ....
Article - The Critical Role of Leadership in Championing Guest Service in the Hospitality Industry - By Alan Young - In the last several weeks, I ve been chatting with many people about the hotel industry s continued decline in guest service. The consensus seems to be that the downturn is due to factors such as the need for passionate hospitality workers, insufficient training initiatives for frontline employees, and the fact that, in some instances, management is more focused on data than on developing a culture of excellent service. ....
Article - Embracing Technology Without Losing the Human Touch in Hospitality - By Alan Young - I have been chatting with a number of hotel operators over the last few weeks, and one thing is constant between each and every one of them: we must continually improve our service delivery as the adoption rate of technology is moving at lightspeed. Why? Because when technology is so incredibly prolific, we need proof of humanity and authenticity. Hotel operators want to embrace technology to help them run their businesses more effectively, but not at the cost of losing their hotel s human touch. ....
Article - Has the New Service Culture Become the No Service Culture? - By Alan Young - A behind-the-scenes peek into the heartbeat of service success in the hotel industry and questioning if the new is, in fact, ushering in a no service ....