CUSTOMER SERVICE & CX
076 | Service, Trends, Brands and More with David Eisen
CUSTOMER SERVICE & CX
David Eisen is editor-in-chief of the Questex Hospitality Group, whose titles include the more-than-a-century-old Hotel Management magazine. His responsibilities include overseeing print and digital direction, and leading content creation for events and conferences under the Questex umbrella. Prior to joining Questex, he was hotel editor at Business Travel News.
David has a master’s degree in hospitality industry studies from New York University’s Preston Robert Tisch Center for Hospitality, Tourism, and Sports Management. He frequently presides over and moderates panels and roundtable discussions on global hospitality investment, development and other industry trends and topics.
In This Episode, David Reveals
- How to win, and lose, customers in a flash, and how exceeding expectations, versus failing to meet them, can lead to lifetime loyalty, or a negative review.
- The power of connecting with your customers in a personal way, and why an effective service recovery program is critical.
- Employee turnover in the hospitality industry and what leaders can do to improve retention.
- How some hotels and brands choose to tailor their value proposition to a specific demographic, e.g. Millennials, and how doing so could potentially alienate others.
- The role of the brands and whether an affiliation will offer the same value in the future.
- Some of the things that really tick us off in this industry.
David invites you to download a white paper on the shifting landscape of hotel investment. Click here to get your free copy.
Resources & Links
David Eisen
Questex Hospitality Group
Questex Hospitality Group
757 Third Ave., 5th Floor
New York, NY, 10017
CUSTOMER SERVICE & CX
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346 | Repositioning For Recovery: Hotel conversions to outpace new builds
Lodging Econometrics has tracked the hotel industry since 1998. Its global database includes new-hotel pipelines as well as renovations and brand conversions. Hotel franchisers once eager to launch new brands are focused on converting existing hotels because it’s a faster way to recover revenue lost to the COVID-19 pandemic than through new construction. In Episode 346, Lodging Leaders explores the increasing number of conversions in the U.S. hotel industry and what owners and operators need to consider before repositioning an asset.
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345 | ‘Rosy View of Future’: Hotel industry sees unleashing of pent-up investor demand
In the first few months of the COVID-19 pandemic in the U.S., financiers anticipated a swell of distressed hotel businesses. Some raised rescue funds to respond to what they thought was a pending crisis. Though there are financial rescues taking place, the level of such activity is far below what industry advisers and fund managers expected. Commercial real estate investors positioned to act in the early days of the pandemic held off and are now just beginning to unleash their cash hoards totaling billions of dollars. Episode 345 of Lodging Leaders podcast explores the state of capital investment in the hotel industry.