Rohith Kori
How to Equip Staff to Deliver Guest Hospitality (Not Guest Service)
Rohith Kori | October 4, 2023
By Rohith Kori Hotel employees have been trained to focus on "service", but is that enough? Merriam-Webster defines service as the act of serving such as a helpful act, but if that's all staff provide, guests aren't receiving the exceptional experiences that encourage repeat stays and five-star reviews. Properties that view guest service as more than just following standard protocols focus on equipping team members to offer above-and-beyond efforts that make guest experiences exceptional. True "hospitality" goes far beyond guest service in a hotel environment. The goal of providing top-level, hyper-personalized guest experienc...
Understanding Today’s Guests and Capturing Revenue Beyond The Room
Rohith Kori | August 18, 2023
By Rohith Kori Filling up as many rooms as possible with the most optimized pricing for each room has always been the main focus of the traditional hotelier. While revenue per available room (RevPAR) has been the most common metric to hotels in the past, today they are finding revenue per available guest (RevPAG) to be even more important. Instead of solely looking at the occupancy (OCC) and average daily rate (ADR) for one room, now properties are looking more closely at the guest (or guests) that reserve these rooms, what they are interested in, and how to capitalize on those interests and capture more of their spend. As The Ame...
