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Sunday, March 26, 2017
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John Smallwood

John Smallwood
John Smallwood is the President and Chief Executive Officer at Travel Outlook. John created the Travel Outlook concept in 2006, after more than twenty years’ experience in owning hotels and hospitality management. He earned a BBA from New Mexico State University, and before starting in the hospitality industry, he worked with AT&T.

Adding the personal touch in an age of digital communications goes a long way

There’s no replacing the personal touch in hospitality. In an age when chatbots and messaging platforms are speeding up communication, the importance of slowing down to talk with guests is more important than ever. According to a prediction of travel trends by Booking.com, travelers in 2017 will place huge importance on interacting with staff, and appreciate that the human touch is unique. While …

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Promoting local experiences might lead to more direct bookings.

For many people, going on vacation has become about far more than finding a hotel with the best facilities, rooms and amenities. Increasingly, travellers are prioritising authentic experiences and local encounters in the destination they visit.  This is clearly illustrated by the success of Airbnb. These experiences often translate into simple but rewarding moments: finding a hip live music venue, …

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OTAs are marketing directly to your guests – and so should you

In the battle to convert guest loyalty and guest data ownership from an OTA to your hotel, there are two important contact points that must be monitored and measured. First, well-run hotels keep close track of how the front desk captures direct contact information from OTA guests, particularly email addresses. There are many ways to ask a guest for this …

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