Posts filtered by tags: John Smallwood[x]


The Hospitality Industry’s Voice Bot Problem | By John Smallwood

As consumers, we all know the immense frustration that comes with dealing with call center voice bots. Whenever you pick up the phone, you expect to hear another human on the other end, when that’s not the case, it’s not only disappointing but inconvenient. That inconvenience increases tenfold when the voice bot sends you into a cyclical conversation with yourself without addressing your needs as a customer.
Tags: Travel, John Smallwood

Does Artificial Intelligence Have a Place in the Travel Industry? | By John Smallwood

Imagine you’re planning a vacation for your family. You’ve spent a generous amount of time researching destinations, booking flights, securing a car rental, and finally, the hotel. After thoroughly researching all of your options, you settled on a property and pick up the phone. After a few rings, you hear a voice on the other end of the line, and you immediately tense up—a voice bot. What could have been a quick and painless phone call turns into a one-sided conversation that seems to ta...
Tags: Travel, John Smallwood

8 Qualities of Top Performing Hotel Call Center Agents | By John Smallwood

Hotels in 2021 have a lot of catching up to do. 2020 and the first half of 2021 presented the hospitality industry with a whirlwind of challenges that still linger today.
Tags: Travel, John Smallwood

Hospitality on Their Own Terms | By John Smallwood

As the hospitality industry begins to step out of the shadow of the COVID Pandemic, one question remains after a year-and-a-half of uncertainty, “what do travelers want now?”
Tags: Travel, John Smallwood

Top 5 Big Ideas for Your Hotel Revenue Management Strategies | By John Smallwood

As the travel and hospitality world turns the page on a period of uncertainty, we begin a new chapter in the industry centered around recovery, rebuilding, and renewed efforts towards revenue optimization.
Tags: Travel, John Smallwood

The Future of Revenue Management Is Now! | By John Smallwood

Traditionally, hoteliers have operated their businesses with departments working separately towards varying goals. While more reservations and a positive guest experience have always been the end goal in the hospitality industry, for separate departments, that’s where the commonalities ended.
Tags: Travel, John Smallwood

Brand Loyalty Supersedes Channel Loyalty | By John Smallwood

In the hospitality industry today, convenience is everything. Given the events of the last year, there’s no reason for hoteliers to prefer their customers come to them exclusively through their own channels. Instead, hoteliers should accept that customers have their own preferred channels and realize that customers can show brand loyalty without channel loyalty.
Tags: Travel, John Smallwood

Human Interaction – The Hallmark of a Luxury Travel Experience | By John Smallwood

The last year has changed the way the world operates, and obviously, the travel industry has been impacted significantly. Now that 2020 is behind us, the industry has been reignited, with the demand for travel soaring to new heights.
Tags: Travel, John Smallwood

The New Wave Of Brand Loyalty | By John Smallwood

Travel has gone through a year of unprecedented challenges. 2020 was, without a doubt, the single most difficult year in the hospitality industry in recent history. With that behind us, we enter unchartered waters where anything is possible. Now, as travel emerges from a slumber, hoteliers have a unique opportunity to reshape customers' purchasing habits that were all but forgotten.
Tags: Travel, John Smallwood

Hotel Call Centers and Storytelling | By John Smallwood

When you think of call centers, your first thoughts may be of elevator music hold tunes, generic pre-recorded dial-in options, and of course, insincere agents. When it comes to properly trained hotel call centers, that could not be further from the truth.
Tags: Travel, John Smallwood

The Future Of Independent Hotels | By John Smallwood

As travel has slowly returned to normal, it’s clear that we are on the brink of an enormous travel boom. Of all the recent travel trends that have emerged, one is particularly promising for independent hotel owners, and that is that more and more travelers are straying away from hotel chains.
Tags: Travel, John Smallwood

Selecting The Right Call Center | By John Smallwood

As a hotelier and a business owner, it can be hard to let go of certain aspects of your business. After all, it’s hard enough to find hardworking employees who care about your business like it’s their own, let alone outsourced workers.
Tags: Travel, John Smallwood

Travel – The Essential Commodity | By John Smallwood

In March 2020, the travel industry effectively hit pause in response to the Covid-19 pandemic spreading quickly across the globe. After a brief hibernation that may have felt like an eternity to travelers and those in the travel industry, travel is back on track.
Tags: Travel, John Smallwood

The Return To Genuine Hospitality | By John Smallwood

In a digital age, when a potential guest picks up the phone to make a reservation, they expect a personal touch on the other end. Chances are, they've exhausted all digital booking avenues and are seeking true customer service by a trained professional.
Tags: Travel, John Smallwood

Ground Zero And Your Brand’s Image | By John Smallwood

In today's consumer world, a brand's image carries as much weight as the brand's service. Without branding, there would be no sure-fire way to differentiate yourself from your immediate competition. Imagine shopping for groceries in a store without branding. There would be no way to identify your favorite snacks among dozens of identical items.
Tags: Travel, John Smallwood

Your Hotel Guests – Your Focus | By John Smallwood

2020 has turned the hospitality industry on its head, forcing many in the travel field to cut costs where they can or risk temporary or even permanent closure. Despite all that has changed in the hospitality industry in the last year, one thing remains constant, and that is the need for creating unique, guest-focused travel experiences, the kind of experiences that keep guests coming back to their favorite boutique hotels.
Tags: Travel, John Smallwood

Digital Marketing and the Voice Channel: A Symbiotic Symphony | By John Smallwood

In today's world, digital marketing efficiency is not only mission-critical, it's a business imperative. While hospitality marketers typically look to improve conversion rates from their digital campaigns on their websites and within the booking engine, there are many opportunities to optimize digital marketing performance within the voice channel.
Tags: Travel, Digital Marketing, John Smallwood, Voice Channel

Capture Direct Bookings 365/24/7 | By John Smallwood

As we move forward positively into 2021, the hospitality industry is rethinking its strategies. A main priority will be to carefully review how bookings are made, and the cost associated with each booking method. Now is the time to ensure bookings made through your voice channel are always made promptly, professionally, and profitably.
Tags: Travel, John Smallwood

Unity in a Virtual Workplace - How to Unite Disparate Teams to Work as One | By John Smallwood

In addition to the large human cost that COVID-19 has had on the world, its effect on the hospitality industry has been unprecedented. Because COVID has taken more jobs out of the office and further online, companies have been forced to look at how they can keep their teams united in the virtual workplace. Having previously written about silos in the workplace, this article looks at the "new norm" for hotels as they seek to unite disparate teams seeking to work as one.
Tags: Travel, John Smallwood, COVID

Why Independent Call Centers Often Outshine Hotel Brands | By John Smallwood

Most hotels have suffered a major decline in sales leads from reliable digital channels. Can the voice channel pick up the slack and drive direct bookings? Doug Kennedy, President of the renowned Kennedy Training Network, certainly believes it can.
Tags: Travel, John Smallwood, Doug Kennedy, Kennedy Training Network

The Future of Hotel Call Centers | By John Smallwood & Brett Puffenberger

As hotels slowly reopen in parts of the US, it’s time to question the future role of hotel call centers. In the following interview, we’re speaking with Travel Outlook’s CEO John Smallwood and its Vice President Operations Brett Puffenberger, about the challenge’s hotel-based call centers are facing today and in the coming months and maybe years.
Tags: Travel, US, John Smallwood, Brett Puffenberger

The Future of Hotel Call Centers

As hotels slowly reopen in parts of the US, it’s time to question the future role of hotel call centers. In the following interview, we’re speaking with Travel Outlook’s CEO John Smallwood and its Vice President Operations Brett Puffenberger, about the challenge’s hotel-based call centers are facing today and in the coming months and maybe years.
Tags: Travel, US, John Smallwood, Brett Puffenberger

The Game-Changing Rules Around Revenue Optimization | By John Smallwood

The global pandemic has turned everything on its head, with the hospitality industry hit particularly hard. As hotels slowly reopen, they must adjust their revenue strategies to ensure they drive demand while being careful with their pricing decisions.
Tags: Travel, John Smallwood

The Imminent Influx of Call Volume | By John Smallwood

The hospitality industry has never faced a challenge quite like this. COVID-19 has brought the industry to its knees, and despite lockdown measures being steadily eased, it's clearly going to take time for the hospitality sector to recover.
Tags: Travel, John Smallwood

Remaining Relevant in the Age of Airbnb | By John Smallwood

Noted Harvard Business professor Theodore Levitt once said that "People don't want a quarter-inch drill. They want quarter-inch holes." This expression gets to the heart of marketing and the desire not just to sell but to gain and foster a customer. Defining products or services as being defined by their practical use has since been seen as a critical feature in how advertisers go about selling.
Tags: Travel, John Smallwood, Theodore Levitt, Noted Harvard Business

At 36, Justin Gatlin still sprinting ahead of Father Time | John Smallwood

The winner of Olympic gold, silver and bronze medals in the 100 meters is the reigning World Champion at 36 years old.
Tags: Incidents, Justin Gatlin, John Smallwood

Cavaliers lost in Finals and now lose offseason | John Smallwood

After losing to the Golden State in the NBA Finals for the second time in three seasons, the Cavaliers have done little to get closer to the Warriors, which makes them the biggest loser of the offseason.
Tags: Nba, Cavaliers, Golden State, John Smallwood

Warriors won the NBA title and now the offseason | John Smallwood

The Golden State Warriors won the NBA title and now an impressive offseason has them set up to win their third title in four seasons.
Tags: Nba, Golden State Warriors, John Smallwood

What happened to the Utah Jazz could happen here | John Smallwood

Utah’s best-laid plans went awry when Gordon Hayward took the opportunity to leave as a free agent after his seventh season.
Tags: Utah, Utah Jazz, Gordon Hayward, John Smallwood

Sixers smart to add J.J. Redick and Amir Johnson | John Smallwood

The pair, who only agreed to one-year deals, should provide veteran leadership to a young Sixers team.
Tags: Sixers, J J Redick, John Smallwood, Amir Johnson