NEWS

Part 1 of the New Research Report released by Customer Service Benchmarking Ltd reveals the true state of customer experiences in the hospitality industry: The Hospitality Sector Benchmark is 75.42% – 14.58% below the 90% target level. 13% of businesses act as sector assassins – creating “hospitality detractors” 30% of businesses could transform their business with focus. A shift of less than 10% in current performance levels is all that is required. …

Firmdale Hotels: productivity Award-winning Firmdale Hotels is one of the most innovative and respected boutique hotel operators in the UK. Its six London hotels, as well as Crosby Street in New York, showcase Firmdale Hotels uncompromising approach to quality, commitment to excellence and putting customers first. The challenge As with many other companies in the hospitality sector, Firmdale Hotels wanted to avoid dependency on their legacy TDM telephony equipment. The limited functionality …