Guest Service Measurement and Analysis
Arthur Chang on February 16, 2011
After meeting my wife for a much needed jolt of Starbucks, we agreed to go our separate ways that afternoon so she could keep up with her Pilates routine at Read More
Arthur Chang on November 9, 2010
Iberonews reported that European boutique hotel chain NH Hoteles posted exponential growth in the first nine months of 2010, taking the industry by storm. The article (written in Spanish) cites many Read More
Arthur Chang on October 20, 2010
Over the past decade, the long-running cruise staple of black-tie formal nights has given way to freestyle cruising and its more relaxed dress codes. In doing so, cruise lines certainly Read More
Arthur Chang on September 14, 2010
In the hospitality world where the internet has replaced traditional travel agents, cruise operators remain heavily reliant on personal relationships with travel agents to fill inventory. Coyle Read More
Arthur Chang on July 26, 2010
Platter of Babel
In this Wall Street Journal article, the research suggests that languages go beyond the function of conveying thoughts; they actually shape thoughts based on how a sentence is Read More
Arthur Chang on July 16, 2010
In Kitchen Confidential and Medium Raw, Anthony Bourdain showed us that in order to be a respected chef, one had to be a relentless zealot who craved insane hours, low Read More
Arthur Chang on May 13, 2010
Royal Caribbean recently reported a strong turnaround in net profit, but optimism remains guarded for most travel businesses as reported in this Wall Street Journal article.
Cruise lines continue to hold Read More
Arthur Chang on April 9, 2010
As Generation Y becomes more prevalent in the workforce, many companies talk about integrating social networking/technology into their employees’ modi operandorum. While the key word is ‘talk’ for many companies, Read More
Arthur Chang on March 18, 2010
In Diamonds in the Data Mine, Gary Loveman’s (CEO of Harrah’s Entertainment) quintessential article about customer relationship management (CRM), he showed how Harrah’s gathered data about its customers to market Read More
Arthur Chang on March 11, 2010
Hospitality companies are continually evolving to rely on automated processes and technology to enhance the guest experience. Online reservations have been in place for several years now, but more and Read More
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