Hotels and hospitality
Articles on hotels and hospitality.
Hotel direct booking strategies are the tactics a hotel uses to get guests to reserve on its own website, app, or phone line instead of through an online travel agency (OTA).
A hotel housekeeping checklist is a written list of the tasks a room attendant completes to clean and reset a guest room, organized by area, with a final inspection before the room is released for sale.
A hotel mystery shopper is a trained evaluator who books, stays at, and scores a hotel anonymously against a checklist of brand and service standards, posing as an ordinary guest. The shopper reports on reservations, check-in, the room, housekeeping, dining, and how staff handle requests and problems.
Hotel upselling is offering a guest who has already booked a paid improvement to their stay, such as a room upgrade, a better view, early check-in, late checkout, breakfast, parking, or a spa treatment. Upselling raises revenue per stay without adding a booking, which is why it matters most when room rates are flat.
The Ritz-Carlton Gold Standards are the written values and service philosophy The Ritz-Carlton Hotel Company operates by, made up of the Credo, the Motto ("We are Ladies and Gentlemen serving Ladies and Gentlemen"), the Three Steps of Service, twelve Service Values, and the Employee Promise.
A guest satisfaction survey is a structured questionnaire a hotel sends to guests, usually by email after checkout, asking them to rate their stay overall and across areas like check-in, room, cleanliness, staff, food and beverage, and value.
Hilton's hotel guest experience strategy rests on three systems: a loyalty program with 243 million Hilton Honors members, an app-first stay with Hilton Digital Key, and a guest-satisfaction program that routes every unhappy response to a property with a 24-hour deadline.
Hotel reputation management is the practice of monitoring, influencing, and improving how guests perceive a hotel across online reviews, review sites like TripAdvisor and Google reviews, social channels, and word of mouth, so that the property protects its rate, occupancy, and direct bookings.
Guest experience is the sum of everything a hotel guest perceives, feels, and remembers across every interaction with a property or brand, from the first search and booking through pre-arrival, check-in, the stay itself, checkout, and the follow-up after they leave.
The best restaurant feedback software in 2026, ranked by whether it can explain a guest's decision rather than just record their rating, is Perspective AI (#1), Tattle, Birdeye, Podium, ReviewTrackers, Ovation, and Medallia.
Guest experience management in 2026 runs on a six-layer stack, and hotels have workable tooling for the five operational layers while the sixth — the understanding layer, which establishes why guests chose, returned or left — is missing from most stacks entirely.
The best Medallia alternatives for hospitality in 2026 are led by Perspective AI, whose conversational voice-of-guest agents replace the shallow post-stay survey with an interview that actually captures why a stay worked or didn't.
Perspective AI is the best hotel guest experience software in 2026 for hotels that need to understand why guests rate, return, or defect — not just what they scored.
Restaurant customer feedback in 2026 is shifting from comment cards, receipt-link surveys, and star ratings toward AI-led conversations that probe the "why" behind a guest's experience.
Toast's AI strategy centers on ToastIQ, an intelligence layer launched in May 2025 that turns the operating system behind roughly 164,000 restaurant locations into a conversational, proactive co-pilot for time-starved operators.