Customer Loyalty and Toronto’s New Luxury Hotels

Customer Loyalty and Toronto’s New Luxury Hotels

A few week’s ago, local newspapers lauded the sale of a $28 million penthouse suite in the new Four Seasons in Toronto, currently under construction.  With a sale price in excess of $3,000 per square foot (quite possibly the highest anywhere in Canada), this opulent transaction sparked me to reassess and lend my thoughts on(…)




An Interview with Sir Royston Hopkin of Spice Island Beach Resort in Grenada

An Interview with Sir Royston Hopkin of Spice Island Beach Resort in Grenada

Spice Island Beach Resort is a benchmark for Grenadian tourism and a key influencer of Caribbean luxury as a whole. Leading this prestigious property is chairman and CEO, Sir Royston Hopkin. His property is an upscale hideaway nestled along the palm-studded Grand Anse Beach on the island of Grenada. Hopkin’s expertise on luxury Caribbean travel(…)




Meet the managers: the one-two punch of social media and face-time to heighten loyalty

Meet the managers: the one-two punch of social media and face-time to heighten loyalty

Here’s a marketing creed that was scribed into textbooks well over 30 years ago, back when I was an MBA student: People connect with other people, and not necessarily with businesses.  For a long time, this wasn’t exactly feasible. Even in the hospitality world where personality is king, managers meeting customers on a one-to-one basis(…)




How Hotels Can Use Hipmunk

How Hotels Can Use Hipmunk

If you think that online hotel queries start and stop at Expedia, then you’ll be missing out on a neat website that has just recently gathered steam. Before I divulge on the nuances of this search engine, let me first digress and explain that the term “hipmunk” describes bringing a new sense of simplicity and(…)




SEO: Modern Day Snake Oil?

SEO: Modern Day Snake Oil?

It never ceases to amaze me, as to how many unsolicited emails my clients get from companies promising to do wonders for a hotel’s website in terms of search engine optimization. Usually, these missives are well written in an onerous tone that has GM’s questioning their website, their web agency, their director of marketing and(…)




Advanced Facebook for Hotels: How to Turn Fans into Influencers

Advanced Facebook for Hotels: How to Turn Fans into Influencers

This is THE big fish that should be on every hotelier’s mind. We all know that Facebook is important and that your status is first and foremost measured by your numbers of fans, but what does this number really mean? Is having 10,000 fans versus just 2,000 directly correlated to the fiscal amount of business(…)




The Power of a Handwritten Note

The Power of a Handwritten Note

Communication is too easy nowadays. With the trifecta of a computer, a cell phone and a printer, there’s no need to write out personal correspondence anymore.  That is, unless you want to make an impact. Take hotel welcome cards for example.  You arrive at your room and a colorful tray of fruit is waiting there(…)




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