May, 2009


Technology presents a wealth of solutions for hoteliers wishing to wow their guests and get an edge over their competition and it necessarily does not mean a large investment. With a bit of creativity, it has become much easier to engage and build relationships with your guests resulting in loyalty and return visits. I  disagree that technology advancement has sacrificed personal service and on the contrary believe that the tools available today can make it easier for businesses to connect with their customers. With a little bit of creativity your property can compete with hotels with much larger budgets.
Consumers now have the ability to seek out their preferred experiences and with a click can share their own experiences with the entire world through readily accessible social media platforms. For hoteliers this type of connectedness has its pros and cons.

  • What is promised must be delivered. Today’s guest demands transparency. The days of heavily overbooking certain room types, views and expecting guests to accept are over.
  • Reward those that share feedback or complain…because they give you an opportunity to make it right! The others might choose to share their experience with the world.
  • There can be no such thing as an unsatisfied guest; every guest must be satisfied before they leave the property
  • A happy guest is your best marketing tool
  • Build relationships with your guests
  • Treat problems as opportunities for improvement

Hospitality organizations that can build customer centric cultures will benefit greatly in our connected world. Social media amplifies the voice of the customer and satisfied customers are all hotels will need to be successful in the future.

Teg Brar

The famous NY times is starting a new column called ‘Haggler’ with the purpose of making things right for people who have complaints and are disappointed with product or services. These people may have brought these concerns to the attention of the parties in question but failed to reach a satisfactory resolution. New Times with their heavy clout gives organizations another opportunity to win customers over. People can email their consumer complaints to haggler@nytimes.com . The Haggler will call the organization in question and get to the bottom of what has happened and hopefully provide a satisfactory solution for the consumer. This is another example of the power of the consumer voice and a clever way for New York Times to use their influence in building customer relationships. A good marketing ploy! Should the hospitality industry expect calls from the Haggler regarding guests that were not happy with their experiences? We’ll just have to wait and see! You can read the promotional article as published in the NY times here.

Teg Brar

Los Angeles times reported that recent research studies have concluded that coffee is not harmful to health. On the contrary it has the potential of protecting diabetes, liver cancer, cirrhosis and Parkinson’s disease. Previous studies suggesting coffee had an adverse effect on health were due to the fact that most coffee drinkers were also smokers. Read the full article ‘Read this over coffee’ in LA Times.

A receptive tour operator is a local tour company that specializes in Canadian Tourism experiences and manages products and services for incoming visitors most often booked through international tour operators. Receptive tour operators play an important role in the packaged travel industry.
When a tour operator is planning an itinerary in a market they are unfamiliar with – they seek the expert cooperation of a receptive tour operator. Read more…

Anyone looking to progress their career beyond the borders of North America should consider building a good CV. A CV is your passport to international success and well worth the time and effort. In North America employers are used to shorter resumes and consider information regarding age, marital status, nationality and sex to be irrelevant which is not the case in the global marketplace. CV is far more detailed than a resume and can easily run from four to eight pages in length. Here, I have outlined some simple format basics that you will find helpful in preparing a CV for your international career. Read more…