By definition, when you follow best practices, you’re following a well-informed crowd of other operators. You’re standing on the shoulders of others’ experiences and avoiding having to reinvent the wheel and learn everything about how to do a thing from scratch. But you’re still following the crowd. As a rule, best practices aren’t written to […]
You can capture it up to the point you surrender the Guest experience to a third party app. Which is why third party apps should never be considered. If you’re going to deliver (and you should have for the past umpteenth years) then own it. Look at what hotel brands allowed the OTAs to do […]