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Your Good Name

Your Good Name

When the Conrad Miami suffered a technical problem in February that significantly slowed down its elevators, General Manager Stephane Mercier found himself responding to a complaint on TripAdvisor. The guest saw Mercier’s response and stopped by the front desk two ...

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Better Online Engagement

Better Online Engagement

When making booking decisions, guests are looking at up to 11 online review sites. This is fundamentally changing the dynamics of loyalty, says Kristin Muhlner, CEO of newBrandAnalytics. Here’s why direct engagement is imperative and how hoteliers can effectively mine ...

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