Top Dining-Out Trends for a Post-Pandemic Society

Florida International University's Chaplin School of Hospitality & Tourism Management projects five dining-out trends affecting restaurants, bars, and consumers that are emerging in a post-pandemic world. The trends were presented by Michael Cheng, dean of the Chaplin School.

Top Dining-Out Trends in a post-pandemic society:

• Dining-Out Trend #1 Transparency and Communication

• Dining-Out Trend #2 Innovation and Creativity

• Dining-Out Trend #3 Contactless Technology and Virtual Presence

• Dining-Out Trend #4 A Collaborative Community

• Dining-Out Trend #5 Reset!

"While these are signs that we see today, the next 12 months will give us better clarity of the way forward," said Cheng.

"If it's all about creative desserts and food, your Nifty Chef is there" - Nouel C. Omamalin, Chef Patissier, Bakebook Author, R&D Chef

The Nifty Chef brand has been around since 2013 conceived in Abu Dhabi, UAE, and built around passion. 

Chef Nouel, the brand's owner and innovation chef, has assisted several emerging businesses in the Middle East. He has also published books, such as the inspiring Nouel's Nifty Chic Baking, and conducted heritage-based masterclasses in pastry and bakery. 

With the increasing number of successful projects and a steady demand, Chef Nouel formally established Nifty Chef LLC as a registered company in the UAE. 

The company prides itself on being one of the leading innovators in the GCC food industry focusing on the local Arabic market catering to their discriminating and unique tastes. Nifty Chef LLC does not limit its work in the immediate Middle Eastern market alone but also extends its services to international customers. 

"If it's all about creative desserts and food, your Nifty Chef is there".

Nifty Chef LLC cannot only assist you with menu development. Along with partners in the region, support in branding, interior design, kitchen layout and manpower selection is also a service the company provides.

see more at www.chefnouel.com

The smart distance awareness device

Smart Distance Awareness Device

The Aura Aware is a smart distance awareness device that helps employees and customers remain a safe and healthy distance in public spaces. 

Our patented technology scans the room to detect if anyone is within the 6 feet distance. A red alert warns employees and customers when they have gotten too close.

learn more

COVID-19 Employee Health Check Platform

A robust platform for conducting health assessments when the frontline needs it most. Employee safety equals guest trust.

How does the Health Check Platform work?

• A mobile app that can record symptoms and gather a temperature check prior to entering the premises 

• Enterprise-ready reporting capabilities and printable summary reports instilling customer confidence  

• Can be integrated with Harri’s timekeeping system to collect PPE attestations 

• Supports confidence and trust amongst team members

  The Health Check-In Action

  Health Check Mobile App

• Built into Harri Live, a native mobile app for ops teams, managers can complete symptom screenings and employee temperature checks prior to employees entering the location 

• Ability to log symptoms results prior to the employee entering the workplace

• Employees who do not pass the screening process are signalled to be sent home and HR is notified for awareness

  Customer-Facing Employee Health Report

• Easily generate and print a Health Check summary for guest-facing purposes

• Options include a unique design for display on a restaurant front door and delivery and/or drive-thru orders

  Enterprise-Ready Reporting and Tracking System

• Robust tracking and reporting of health checks at the unit, area and enterprise level

• Proactive alerts for above-unit managers related to failed health check

  PPE In-Use Image Capture

• Employees punch into Harri’s Team Hub timekeeping system, creating a visual audit trail of PPE equipment in use

• AI-powered object-detection determines if a mask is present at the time of the clock in and produces alerts

  Employee PPE Attestations

• Employees attest to being provided PPE prior to starting their shift, complying with numerous local directives

Domio Develops Apart-Hotel Industry's Most Comprehensive Cleaning Program

Domio, the apart-hotel hospitality company, unveiled its new Domio Difference program outlining industry leading guest experience enhancements to provide guests with peace of mind while they relax in the comfort of home and confidence of a hotel during their Domio stay. The Domio Difference program outlines a series of innovative guest-facing technology combined with enhanced cleaning measures and health amenities to provide guests with assurance of safety and security during their stay

The Domio team developed the cleaning portion of its new program with guidance provided by the CDC, EPA, WHO and leading cleaning chemical manufacturers including Ecolab to formulate its new 100-point cleaning process. Additionally, all Domio guests will be provided with in-room face masks and disinfectant wipes.

While certain technology improvements such as keyless entry and mobile check-in and check-out were already under development by the Domio team as part of its long-term vision of inserting leading technology into hospitality to create frictionless guest experiences, the thrust of the Domio Difference cleaning enhancements were fast-tracked as a result of the COVID-19 pandemic

The Domio Difference program highlights, include:

• In-Unit Health Kit: Guests will be provided with complimentary face masks and disinfecting wipes in each Domio apart-hotel unit.

• 100-point CDC Compliant Apart-Hotel Cleaning: Domio has developed a 100-point checklist inspired by CDC research to ensure clean room stays.

• Contactless Check-In and Check-Out: Domio guests can now check-in and check-out via Domio’s mobile app, enabling guests to bypass the front desk if they so choose.

• Keyless Entry: Domio’s proprietary technology enables guests to use their mobile device to unlock their apart-hotel removing the need to use a key or keycard.

• Voice-Enabled Assistant: Designed specifically for our apart-hotel guests, our in-room voice-enabled Angie units provide guests with a touchless interface for communication.

• Focus on Fitness Centers: Improved guidelines for disinfecting the hotel Fitness Center, closing for cleaning multiple times daily and limiting the number of guests allowed in at one time.

• 80-point CDC Compliant Public Area Cleaning: Increased frequency and detailed checklist inspired by CDC research along with social distancing.

• Employee PPE: Rest comfortably knowing all employees will be provided masks, gloves and other PPE to ensure your well-being.

Solay Mobile App Provides Social Distancing Technology For Resort Pools & Beaches

Resort Technologies, LLC, proudly announces the iOS initial release of its mobile technology solution, Solay, available now for download in the App Store. The Solay Mobile App provides Resorts & Hotels with a free inventory management system to set up overnight guests with reserved seats placed 6 feet apart at pools and beaches. Offering a contactless solution to maintain social distancing, Resorts & Hotels utilizing Solay contribute to a safer return to travel and experience greater ease in adhering to COVID-19 guidelines.

The Solay Mobile App is a seating reservation tool used by overnight guests that generates real time information to Hotels & Resorts. Solay utilizes customized property information and seating maps, organizing the logistics of social distancing among Hotel & Resort registered guests when they enjoy pools and beaches. Solay has a no contact reservation and check-in process on each user’s individual iPhone and does not require any other integrations or property technology solutions. As an effective way to manage vacation experiences through the challenges of COVID-19, the Solay service will promote reassurance and increase confidence of guests vacationing at Hotels & Resorts.

Resort & Hotel Management staff can re-open with peace of mind knowing Solay provides a cost-free system to support property and guest needs alike at pools and beaches without the uncertainty of a first come, first served model.

Solay is also proud to announce all user fees are currently waived to help support hospitality and encourage vacationers to enjoy leisure time again. The Solay Mobile App was established to allow the pure essence of the word “vacation” to be embodied in the guest experience. Solay, a better experience for all.

Solay is now available for free download in the iOS App Store. Android is planned for release in Q1 of 2021 along with development of additional features.

More information can be found online at http://www.solayapp.com

ITC Hotels launches ‘WeAssure’

ITC Hotels has launched the ‘WeAssure’ initiative under which the chain has partnered with National Accreditation Board for Hospitals & Healthcare Providers (NABH) and DNV GL Business Assurance to ensure 'clinical' levels of hygiene and safety for its hotels.
The company said these assurance certifications will stand testimony to the ' rigorous' hygiene protocol being put in place to ensure the safety of guests and associates at ITC Hotels across India.

Nakul Anand, executive director at ITC said WeAssure is a unique programme designed in collaboration with medical professionals and disinfection experts to further enhance the existing hygiene and cleaning protocols.
ITC Hotels said the accreditation by National Accreditation Board for Hospitals & Healthcare Providers (NABH) will enhance existing procedures and controls in the area of sanitation, hygiene, safety and infection control thereby conforming to hospital level hygiene standards
ITC said ‘WeAssure’ will address all facets of hotel operations from revised protocols for back of the house activity at the receiving store, back offices, laundry to the public areas with heightened sanitization measures for guest luggage and elevators to room service.

Marriott International Commitment to Cleanliness

6 Tactics We Can Learn from Hotels in Sweden Who Remain Open During COVID-19

In today's challenging environment, many hotels in Sweden have turned to their direct booking channel and communication strategy, seeking to increase online conversions with guests, and putting themselves in an advantageous position for recovery. Here are six strategies Swedish hotels are employing now that could help inspire your marketing plan of attack as mobility starts to recover in your markets.

1. Providing peace of mind

The first step to capturing online bookings should be to reassure visitors, and doing so boils down to the two words: communication and flexibility

Making sure your online visitors know that you have implemented a worry-free booking policy can inspire trust and increase the probability of them moving forward with a booking. Ligula Hotels were quick to take action by grabbing the attention of users arriving on their website using a Layer to display such a message, guaranteeing customers a safe booking thanks to their flexible cancellation and rebooking policies.

2. Promoting staycations to attract local travelers today

Creating a package for guests to feel pampered, the hotel offers the perfect staycation for those who need a break from everything going on at home. By using targeting options within The Hotels Network tool, the Layer message on the homepage is only displayed to visitors within Stockholm, enabling the hotel to show a personalized message to appeal to their local market.

3. Encouraging guests to book longer stays

Hotel Kungstradgarden launched a series of Smart Notes within their booking engine targeting visitors booking for 2 nights. The messages highlight the benefits of staying an extra one or two nights exclusively to those visitors, giving them motive to extend their booking. By using targeted messaging, hotels in Sweden are nudging guests that are already likely to convert to increase their booking value.

4. Driving immediate revenue through gift vouchers

Making hotel vouchers available to visitors is a clever way to generate immediate revenue while current demand remains low. Using our Hotel Voucher tool, Hotel Kungstradgarden launched a Layer with an integrated voucher feature, encouraging guests to purchase a gift card today. Aiming to attract potential guests who are thinking about traveling after restrictions have loosened, promoting your hotel vouchers will enable you to capture extra revenue while providing visitors with the incentive to stay with you in the future.

5. Leveraging technology to make smart pricing decisions

One tactic is to leverage AI technology, such as The Hotels Network machine learning product Oraculo, so you can segment your hotel website traffic in real time based on purchase intent, ranging from low-intent users (those who are unlikely to convert) to high-intent users (those who are most likely to convert).

The technology enables you to automatically personalise the website experience for each visitor with the strongest and most relevant messaging and offer. This means that you can decide to only show offers to users who really need an extra incentive to make a booking, generating savings in promotional costs. Conversely, instead of offering discounts to high-intent users who are likely to make a booking anyway, you can communicate upselling messages such as promoting a higher room category or longer stay to boost average booking value.

6. Building a strong community of followers

In Sweden, hotel website booking conversion rates have taken a hit these past weeks, albeit slightly less than in other markets. With increased uncertainty in the minds of visitors, many are not ready to confirm a reservation today, but hotels are finding other ways to generate engagement with their website visitors. The above example shows how Hotel C Stockholm is taking advantage of The Hotel Network's subscription feature to launch an integrated Layer to capture emails and grow their base of newsletter subscribers. Given the current situation, it makes sense to collect opt-in subscribers to be able to keep visitors updated by email about any developments at your hotel or exclusive offers. By continuing to nurture followers in this way, moving forward you can hopefully convert more website visitors into loyal brand advocates.

Source

Coronavirus Pushes a Traditional Industry to Go Digital

 Kempinski Hotel Beijing Lufthansa Center innovates its food and beverage service to reach customers to combat the novel coronavirus restrictions. Updates to recent delivery services include a new delivery app addition to the restaurant's repertoire, alongside the advanced WeChat ordering options. The unveiled WeChat online menu allows customers to pre-order online and set up a pick-up time at the restaurants

The novel coronavirus pandemic of 2020 quickly brought the topics of public health and non-contact services into the public eye. 

Bilingual Ordering and Social Distancing

For the convenience of surrounding businesses, residences and embassies, a clear bilingual system created the newest WeChat ordering function. Guests can easily find Paulaner Bräuhaus's full Bavarian menu,

'Bilingual services are very important to Kempinski Hotel Beijing. We hope guests, both Chinese and foreign, can have a simple and easy-to-use platform to enjoy the services of the five-star hotel at such a time,' Hotel Managing Director Brice Péan explained. Continuing to describe the benefit to guests, he said, 'This system allows customers to take the food without having to wait after they arrive at the store, reducing contact and gatherings.'

Numerous Take-out Platforms and 100s of Five-star Food Delivery Services

Kempinski Hotel Beijing implemented more stringent safety standards, including mandatory temperature checks for all kitchen and restaurant employees; a requirement to present public health certificates in public areas ;air sanitisation in the dining area daily; strict ingredient regulations; and frequent disinfection of all equipment. 

Paulaner Bräuhaus's operating hours have been adjusted to 12:00 to 21:00. Kempi Deli's operating hours have also been adjusted and are now from 8:00 to 20:00.

 At the same time, we hope to explore how to reduce the number of plastic products to lessen the environmental impact caused by excessive packaging, as we have the opportunity to create sustainable development of this entire industry,' Brice Péan, the Hotel Managing Director

.

Lodging Interactive Launches Touchless Digital Menu System for Restaurants and Hotels

 Lodging Interactive the hospitality industry's premier provider of full-service social media marketing and guest reputation management services , announced the launch of MyMenusOnline, its new touchless digital restaurant menu system. With MyMenusOnline restaurant guests simply scan a tableside QR code or NFC tag to view the restaurant's menu on their own mobile device. The system is meant to replace traditional printed menus and eliminates concerns in potentially passing germs between in-house dinning guests handling the same menus.

MyMenusOnline is managed and updated by the dinning establishment via any mobile device, tablet or desktop PC. All changes are pushed out to consumers in real-time, ensuring "daily specials" are always up to date.

MyMenusOnline is 100% web-based and mobile optimized and there is no need for any app download. Consumers scan a unique QR code or NFC tag and automagically the restaurant menus appear on their devices. Consumers can also save restaurant menus to their mobile device home screens for future access.

"According to a recent COVID-19 report published by the National Restaurant Association, restaurant operators that are getting ready to reopen will need to consider how they operate under much stricter sanitary guidelines," said Vallauri. "Some industry experts are calling for one-time-use disposable menus, which is sure to increase the operating costs for restaurant owners. With MyMenusOnline, we take that cost out of the equation."

Four Seasons Hotel Doha Unveils Complete Redesign by Pierre-Yves Rochon

Four Seasons Hotel Doha has unveiled the details of its complete interior design overhaul, courtesy of award winning and world-renowned interior designer, Pierre-Yves Rochon (PYR).

Within this urban sanctuary, a refreshed colour scheme, including a rich spectrum of blues and beige in the guest rooms, evoke the earth, sprawling skies and Gulf views of Doha, while verdant colours and patterns in the new Tea Lounge pay homage to the splendours of nature.  The redesign continues to establish an elevated sense of place and time through a blend of classical and contemporary elements, and touches of Middle Eastern influences from the region, visible through the opulent and colourful chandeliers as well as the ornate furniture detailing. Qatari artwork from the owner’s original collection has been kept on the Hotel walls while nearly all the curtains have been revamped using a damask pattern

Lobby and Dining Outlets: The Beauty of Nature

The renovation of the Hotel strikes a harmony between the world of man and the beauty of nature that is reflective of the city itself. PYR was inspired by the unique landscape of Doha and this is evident through the colour scheme of the Hotel’s public areas and dining outlets. The feeling of the outdoors blends into the interiors with the creation of open-plan space and expansive glass windows.

The Lobby has been enhanced with a grandiose door reminiscent of grande dame entrances, and the Lobby has been redesigned as an open-plan space, allowing light to flood through the foyer as well as boasting views of the Arabian Gulf. A hand-blown glass chandelier, alongside an array of handmade and bespoke Italian furnishings, adorns the Lobby’s ceiling while also creating a magnificent focal point in the space.

Guest Rooms and Suites: Reflecting Sky, Sea and Sand

As a dynamic cultural destination with a thriving cosmopolitan district, Doha has direct access to a beach and beautiful blue sea. The redesigned rooms follow a soothing spectrum of blues and beiges reflecting the colours of the sky, sea, sand and earth. PYR aimed to evoke a feeling of timelessness while also creating an atmosphere in the rooms that is welcoming, uplifting, peaceful and comfortable for guests, with a powerful sense of place.

All the rooms and suites are furnished with discreetly integrated and energy efficient technologies to enhance the guest experience and bring a new dimension of modernity to the Hotel. All accommodations now feature automated curtains and lighting systems as well as temperature management preservation technology within the newly installed windows.

Mandarin Orchard Singapore to Rebrand As Hilton Singapore Orchard

OUE Limited and OUE Commercial REIT Management Pte. Ltd. have collaborated to rebrand the landmark Mandarin Orchard Singapore to Hilton Singapore Orchard, following a comprehensive and strategic review.

OUE, which is the master lessee of Mandarin Orchard Singapore, has entered into a Branding and Management Agreement with Conrad International Management Services (Singapore) Pte. Ltd. to rebrand Mandarin Orchard Singapore into Hilton's flagship in Singapore.

Asset enhancement works to add new meeting facilities as well as refreshed food and beverage offerings to cater to the growing demand for regional and global meetings, incentives, conference and exhibition ("MICE") events have also been planned. The planned refurbishment will be conducted in phases and will commence in 2Q 2020 to capitalise on the current challenges facing the hospitality industry due to COVID-19. The refurbishment is scheduled to be completed by end-2021.

Upon its relaunch in 2022, the hotel will feature 1,080 well-appointed rooms and five restaurants and bars including an all-day dining restaurant. The hotel will also boast meeting and function spaces spanning a total of 3,765 square metres, including three ballrooms

Tips for Executing a Successful Takeout Program

With the industry rapidly shifting, operators across all segments are innovating new ways to serve customers by expanding their delivery and takeout services. Restaurants are aligning with state-issued orders by increasing takeaway offerings, including family style meals and curbside pick-up options. Many are even providing free, no contact delivery or offering senior-only hours to ensure the safety of their customers.

The increased delivery and takeout demand has presented new challenges for operators who want to keep food quality high and wait times low. With a full system in place, operators can maximize profits, while also ensuring the highest food quality for their customers.

Cook Food the Way It’s Intended

Vector® Multi-Cook Ovens feature up to four ovens in one with independent temperature, fan speed and cook time controls. Without flavor transfer between chambers, this allows operators to meet customer demands with an unmatched volume and variety of food at the highest quality. Exclusive Structured Air Technology® delivers optimized, focused heat that results in faster, more even and consistent cooking—two times faster than conventional technology.

Maintain Food Temperatures with Radiant Heat

Heated holding cabinets with Halo Heat® technology distribute heat evenly and hold food to a consistent temperature without degrading food quality. With gentle, radiant heat that surrounds the food, these cabinets will ensure that it is hot and ready for pick up no matter when the customer arrives.

Holding cabinets are energy efficient and easy to install with no water required—saving money, time and energy, while satisfying customers and reducing food waste

Marriott International Lights Up Across Asia Pacific To Spark Hope

Hong Kong -- Marriott International across Asia Pacific will light up its properties to send a positive message, offering a ray of hope to the communities they are in for locals and travellers alike. The "Light for Hope" initiative looks to spread positivity amidst the challenging times the world is currently facing.

 Over 270 hotels across various cities and regions, from Seoul, Tokyo, Shanghai, Hong Kong, Bangkok, Kuala Lumpur, Saigon, Jakarta, Maldives, Mumbai and many more have lit up their hotel rooms to the symbol of a smiley face, as seen from the façade of the hotel. The symbol was chosen to project a happy demeanour radiating positivity, with hopes that it brings a smile to the faces of everyone who sees it.

"In times of uncertainty one thing remains certain - we are in this together, and we will come out stronger", said Craig S.

Putting people first is at core of Marriott International. Hotels across Asia-Pacific have been going above and beyond to demonstrate the extraordinary collective power of people to help others

In these challenging and unprecedented times, associates from hotels across Asia Pacific have volunteered over 40,000 hours to serve their communities

Throughout April, guests and travellers can view the "Light for Hope" initiative at select Marriott International hotels across Asia Pacific.

How COVID-19 is Inspiring New Ideas in Food Retail

With social distancing rules in place, and restrictions on eating out to stop the spread of COVID-19, food retailers have been forced to reinvent their business models to maintain cash flow.

From restaurant kitchens turning into bakeries, to bars home delivering drinks packages, and takeaways turning to food apps, many are stepping up in how they connect with their customers and tap into new demand, boosting their readiness for future trends.

In Australia there are about 60,000 venues affected by measures to prevent people gathering, which include closing food courts, and allowing only takeaway or delivery options for cafes, bars and restaurants. In many cities across the world, venues have shut altogether.

The speed of the outbreak has forced retailers and landlords to think quickly about how to adapt to these new norms, when the sector was already subject to evolutionary pressures including e-commerce, increased urban living and changing shopping and social behaviours.

Necessity leads to invention

Around the world, there are pockets of quick and inspired thinking. With licencing restrictions in Australia relaxed to allow bars to deliver alcohol, Sydney bar Dulcie’s have put together a ‘Quarantini-hour’ pack, including glasses for hire, and a link to the bar’s playlist.

In London, the healthy meal delivery company and deli chain Detox Kitchen is working alongside its produce supplier to create food boxes for consumers with goods usually sold to restaurants, such as vegetables, fruit, eggs and dry ingredients.

“We’re also making sure shopping centre websites and social media accounts are listing all these details and that their profile and reach is being leveraged to support their retailers. It’s not just about writing a ‘we are still open’ post and hoping for the best. There’s a lot of strategy and some really techy stuff that goes into good social media.”

To support retailers and landlord through this period it refers to as ‘business unusual’, Brain and Poulter has created a ‘triage package’ for retailers including best practice guidelines for takeaway and delivery services, as well as cost management advice.

Fuel Hotel Marketing Podcast: Episode 138 - Adjustments To Consider For Your Hotel Advertising Right Now

These are unprecedented times and they call for us to rethink our advertising approach. In this episode, we discuss some simple considerations that you should be thinking about when updating your hotel advertising.

At Fuel, we think a little differently. We believe that we’re making the world just a little bit better by connecting people with the right products and services. “Travel Marketing…Simplified.” That’s our motto and our commitment. Headquartered in the heart of the travel and tourism industry in Myrtle Beach, S.C., Fuel provides all digital services in-house through a team of experts who understand the potential of well-executed, effective online marketing

For more information please visit below mention website:

http://www.fueltravel.com/?utm_source=Hotel+News+Resource

What Makes Your Guest Unhappy?

In a world spoiled for choice, reviews are a priority to decision making. Bad reviews have a lasting impact on reputation and can be disastrous for business. The use of the latest software makes the management and functionality of hotels more seamless and efficient. 

Below are listed a few common, but important reasons, that affect guest satisfaction in hotels:

Unhygienic Rooms :Hygienic rooms are a necessity and not a luxury. Spotless rooms, fresh linen and well- maintained upholstery are very important to create a positive guest experience. Ensure that the guests check-in to a clean room with well-arranged beds, fresh toiletries, dust-free furnishings and a pest-free environment.

A robust property management software, like the Hotelogix PMS, will help you manage the status of your room from both the frontdesk and from the housekeeping modules. And the best part? Room status can be configured to update automatically every night. You can also assign employees to rooms that need attention. With Hotelogix, you can make sure that a guest will never check into a messy room ever again.

Untrained Staff

The hotel staff are the representatives of the hotel’s values and brand image. They are the main connection between your customer and your hotel.

Hotelogix Automated Coaching Engine — A.C.E. is another innovative AI-powered module that would change the way your hotel staff is trained. Loaded with intuitively created tasks, A.C.E. trains your staff effortlessly on all the aspects of the Hotelogix PMS.  Whether you are learning the system from scratch, or stuck during a task, A.C.E. is always there by your side, making guest handling in hotel easy.

Absence of Basic Amenities

Offer some basic amenities to make your guests feel more at home. It doesn’t have to be an expensive gift bag a few everyday necessities will do. Personalised soaps, shampoos, or shaving kit, for example, leave your guests feeling like you care about their comforts. Make sure that the amenities offered with the room are all present and in a good working condition. A faulty air conditioner or a badly maintained minifridge all contribute to bad customer experience. The in-room perks which you provide should always be clean and ready for use for guest handling in hotels.

Poor Quality Food

A very important part of positive customer experience is the food. Guests look for healthy, hygienic and wholesome food. Guests want to experience the comforts of your hotel- and ordering room service is one of them. Providing food that is fresh and warm, in clean plates with clean cutlery is just the basic of what you can do for your guests.

Craft a well -rounded menu to make sure there’s something for everyone. Ensure that your kitchen and your buffet is well stocked and that the guests are aware of the timings of kitchen operations or the buffet. As they say, “the way to a person’s heart is through their stomach”.

Conclusion

A positive way to handle guest reviews is collecting and managing guest feedback while they stay in your hotel. Train staff to handle requests and guest complaints in the front office promptly so that the guest’s discomfort soon changes into a positive experience by showing them that you care. Offer apologies and be sincere with your approach to their problems, this is the best approach to dealing with guest complaints in hotels.

Hotelogix helps you manage all guest reviews within one system. With our review manager, you can now view, respond to and manage all guest reviews- not only on your booking engine but also on all your registered OTAs.

Marriott International Notifies Guests of Property System Incident

Hotels operated and franchised under Marriott’s brands use an application to help provide services to guests at hotels. At the end of February 2020, the company identified that an unexpected amount of guest information may have been accessed using the login credentials of two employees at a franchise property. The company believes that this activity started in mid-January 2020. Upon discovery, the company confirmed that the login credentials were disabled, immediately began an investigation, implemented heightened monitoring, and arranged resources to inform and assist guests. Marriott also notified relevant authorities and is supporting their investigations.

Although Marriott’s investigation is ongoing, the company currently has no reason to believe that the information involved included Marriott Bonvoy account passwords or PINs, payment card information, passport information, national IDs, or driver’s license numbers.

At this point, the company believes that the following information may have been involved for up to approximately 5.2 million guests, although not all of this information was present for every guest involved:

• contact details (e.g., name, mailing address, email address, and phone number)

• loyalty account information (e.g., account number and points balance, but not passwords)

• additional personal details (e.g., company, gender, and birthday day and month)

• partnerships and affiliations (e.g., linked airline loyalty programs and numbers)

• preferences (e.g., stay/room preferences and language preference)

  Marriott is sending emails to guests involved. Marriott has also set up a dedicated website (www.mysupport.marriott.com) and call center resources with additional information for guests. The call center resources can be reached by calling the numbers listed on the dedicated website. The email sent to guests and the website also contain a list of steps guests involved can consider taking and information about enrolling in a personal information monitoring service that Marriott is providing.