[Podcast/Video] RevPAR 2020: Why Hoteliers are Prioritizing the Heart of the House

Kevin Brown

What do travelers trust more when they are looking to choose travel accommodations? The advertising a property shares or the reviews of fellow travelers who have visited a property first-hand?

While marketing and advertising are highly influential ways to convert travelers into guests, a majority of travelers rely on reviews to validate what is in your marketing and advertising. In fact, over three quarters consider the most important part of a review to be the interaction and experiences with your hotel staff. This is why many hoteliers are prioritizing the staff experience, so employees feel valued and empowered to consistently deliver memorable experiences for your guests.

We spoke with Glenn Houseman of No Vacancy Podcast, along with some of the best hotel brands in the world (Hilton Hotels, Loews Hotels) and one of our partners at Human+ to better understand how they are dialing in on their “heart of the house” and where the future of the staff experience is headed. Click on the video below to watch or download the podcast to listen.

Download the Podcast


Rebuilding Hospitality: Trends in Demand, Data and Technology That are Driving Recovery

Our brand-new report “Rebuilding Hospitality: Trends in Demand, Data and Technology That are Driving Recovery” combines global hotelier insights with Amadeus business intelligence data to surface worldwide recovery trends. We dig into the specific tactics hoteliers around the world have used to navigate the challenges of COVID-19 and highlighted which trends hoteliers think are likely to stay as the industry turns a corner.