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Article - Unlocking Hyper-Personalization: 5 Strategies for Leveraging First-Party Data in Hospitality - By Jessie Radcliff - Hotels are now leveraging first-party data, advanced technologies, and automation paired with a balance of human touch and cross-team collaboration to tailor email marketing, loyalty programs, and on-property communications to achieve hyper-personalization. This data-driven approach is reshaping the future of the hospitality industry and may be a key to sustaining customer loyalty. I discussed this with my peers in the HSMAI Rising Marketing Leaders Council meeting rece...

While it may be exciting to gain a sudden influx of orders or a large wave of clients, taking on too much at one time can quickly overwhelm your team.

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Article - Rethinking Employee Engagement in 2024 - The HSMAI Contact Center SIG recently gathered and discussed best practices, challenges, and ideas for measuring and improving staff engagement. We all agreed that employee engagement is crucial for the success of our business and our colleagues' well-being. Our conversation emphasized the importance of listening to staff, creating a culture of trust and collaboration, providing feedback and growth opportunities, and having fun. Please read on for our top six takeaways.

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