In the second article in this three-part series exploring luxury hotels and how a 'sense of place' helps differentiate a luxury hotel and build loyalty, Suzanne Godfrey, consultant and lecturer in luxury and luxury hospitality, examines how the brand's identity can elevate the hotel experience and create a unique sense of place.
For the sixth consecutive year EHL Hospitality Business School is nominated as the world's best institution in hospitality management education. In addition, EHL maintains its upward trajectory in the global ranking of business schools.
In recent years, the topic of well-being has become increasingly ubiquitous. A report by McKinsey (2024) finds, surprisingly, that millennials and Gen Z are spending more on health and wellness than older consumers. According to the Global Wellness Institute (2023), the wellness economy reached $5.6 trillion in 2023 and is forecast to soar to $8.5 trillion by 2027.
'Sense of place' has long been a buzz phrase. Linked to a range of disciplines from urban planning to sociology, nowadays it is increasingly being used in the hospitality industry. It captures the physical aspects, culture and history of a place, as well as its impact on the senses, which can trigger emotions. Over time, it can create feelings of familiarity, comfort and security, as well as a sense of belonging.
To increase your chances of getting hired in hospitality, it's important to make sure your resume showcases the skills that are valued by both human recruiters and AI-screening bots. Make sure you highlight these 11 hospitality skills to stand out from other applicants.
Artificial intelligence is revolutionizing not only traditional sectors but also reshaping the very essence of hospitality and service industries. The potential for transformation is vast, yet it's imperative to advance cautiously, striking a delicate balance between technological advancement and preserving the human touch, which remains the cornerstone of the service sector.
Amidst the current discussions about AI's transformative potential, there's a common industry misconception that it primarily benefits large-scale hotels and enterprises, leaving smaller and medium-sized firms behind in the dark ages. To shed light on the nuanced reality, we sat down with EHL's Ian Millar, Senior Lecturer in Hospitality Technology, to discuss how AI is not just a tool for hospitality giants but can also be a game-changer for SME hotels and firms with an innovative mindset.
The luxury industry is undergoing a change. As a result, its products are reaching more and more people. In order to avoid losing exclusivity and uniqueness, many brands are now relying on 'experiences'. These are enabling them to strengthen their relationships with their customers, offering them a unique experience without sacrificing status or reputation.
The hotel distribution channel landscape is undergoing a seismic shift. Online travel agencies (OTAs) that once leveled the playing field for independent properties now dominate, their economic muscle squeezing hotel margins. Metasearch engines commoditize the search experience, making standalone properties indistinguishable. Meanwhile, the growth in alternative lodging threatens hotels' grip on the accommodations sector.
One of the biggest challenges for many businesses is the growing gap between what business leaders think good customer service is and what customers want. In this article, we'll cover a few basics, discuss how customers' and leaders' perceptions often differ, and provide tips to close the gap and get your CX strategy back on track.