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Publication date: 27 May 2019

This Hotel Yearbook 2020 China Special Edition - 酒店旅遊創新年鑒 中國特輯 was produced for HFTP, coinciding with CHTA Connecting Travellers Conference - 未来旅行者大会 2019 which took place from May 28-30 in Shanghai Marriott Hotel Parkview.

Hotel Yearbook In this Edition

Stealing Thunder: A New Service Recovery Strategy To Impact Customer Loyalty and Trust
By Priyanko Guchait - Associate Professor at University of Houston

Dissatisfied customers are likely to share the negative experience with 8-10 people; and 13% share the incident with at least 20 people (De Tienne et al.). Moreover, the rise of electronic or "digital

What Hotel Marketers Need to Know About the Migration to Google Ads
By Brian Batts - Vice President Client Relations at Koddi

Google's massive role in growing the travel metasearch industry cannot be overstated, with many travelers today turning to the search engine as their very first stop when planning a trip and booking


ABC(3): Above and Beyond Plus 3 Cs to Deliver!
By Roger Wolkoff - Speaker, Trainer, Coach and Leadership Expert

I'm guessing you've heard the phrase "above and beyond" before, especially when it comes to delivering exceptional customer service and care to your clients. But I'll wager that you haven't heard how

The Tipping Point for Innovations in Vacation Rental and Timeshare Technology
By Karen O'Neill - President-Americas at Knowcross

As Malcolm Gladwell points out, "Look at the world around you. It may seem like an immovable, implacable place. It is not. With the slightest push—in just the right place—it can be tipped." This rings

Hospitality Management: What are Millennials Looking for in Their First Job?
By Alexandra Marinova - B.Sc. in International Hospitality Management, graduated from EHL

My thesis set out to answer these questions, based on a sample of 525 graduating students from four Swiss hotel management schools: EHL, Les Roches, Glion and SHL (Schweizerische Hotelfachschule

Hotel Franchising in Europe 2019 – The Push Continues for New Ways to Expand
By Sophie Perret - Director at the HVS London office. and Stephen Collins - Senior Associate at HVS

Hotel Franchising in Europe is an update of our previous report published in 2014. The report aims to assist owners in increasing their understanding and awareness of the franchise business model

Why you should bet on the dark horse – expanding your reach with the GDS
By Michael Territt - Director of GDS Consultancy, GuestCentric

Thanks to a considerable effort in development over the last 10 years from major players in the industry, this is simply no longer true. Actually, hotel GDS is more relevant now than it has ever been

Organic Wine and Fine Dining – is the Trend Becoming a Reality?
By Gildas L'Hostis - Senior Lecturer Practical Arts delivering courses in oenology (the knowledge of wine, wine service, production, economics, and tasting) at EHL.

Ethical food consumption has been on the rise lately in most developed countries. This recent shift in postmodern consumerism may be explained from various angles such as the growing health-seeking

Get Over It and Move On
By Shep Hyken - Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Something bad happens. There's nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day

20 Hotels, 20 Days: What I Learned About Hotel Booking Technologies During My Travel Journey
By Jos Schaap - Hospitality Software Executive & Entrepreneur

Just a man, a bike, a penchant for travel, and a long journey ahead. Well, that might sound a tad cinematic, and I can't make any claims to the cycling prowess of Tom Dumoulin or Eddy Merckx, but I