We Got to Pay to Speak to an Airline Service Agent?!

Spirit Airline is proposing a new fee for those customers who want to talk to a real person at the airport. Spirit operates the business with a low cost model. By charging customers a variety of fees, the airline believes it will actually help customers save more on travel. The fact is I often don't need to talk to an airline agent in the airport. However, does Spirit go too extreme by taking the "personalized" component out of its core service product's supply chain? Will any hospitality or travel/tourism company survive without a personal touch? Personally, I still like the idea of "people serving people." Maybe I am just too old fashion.

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Luxury vs. Millennials and Their Technology: The Ritz-Carlton (By Julia Shorr)

Embodying the finest luxury experience, The Ritz-Carlton Hotel Company, LLC has been established since 1983. In 1998, Marriott International purchased the brand offering it more opportunity for growth while being independently owned and operated. They are known for their enhanced service level as the motto states, “Ladies and Gentlemen serving Ladies and Gentlemen”. The luxury brand now carries 97 hotels and resorts internationally and is attempting to keep the aspects of luxury while keeping up with the trends of the technologically improving generations. The Varying Demographics of the Target Market The Ritz-Carlton’s typical target market includes: business executives, corporate, leisure travelers, typically middle-aged persons and elders, and families from the upper and upper-middle class section of society . This infers a large range of types of travelers in which all are similar in that they are not opposed to spending extra for the luxurious ambiance. However, w...

In what ways will AI affect restaurant operations?

A new wave of industrial revolution is here --- AI (artificial intelligence) will change everything we do. Undoubtedly, AI can improve restaurant operations. Menu Engineering and Quality Control AI can provide insights into a restaurant’s menu offerings and pricing strategies based on consumer data and market trends. Restaurant owners can adjust the recipes/menu and price accordingly. AI can help restaurants monitor food temperature, cleanliness, and safety procedures, ensuring they comply with health and safety regulations. For example, AI can remind a sushi chef to replace a sushi plate that has been “sitting” on the conveyor belt for too long with a more popular item. Consumer Experience AI can help restaurants create location-based, personalized marketing campaigns to reach specific and targeted customers at the right time. Then, AI-empowered chatbots, reservation, and table management systems can help restaurants an...

Is It OK for Hotel Staff to Wear Piercings and Tattoos?

Time has changed. I see more and more college students wearing piercings and tattoos nowadays, but is it OK for hotel staff to wear piercings and tattoos? The answer is “no, no, no.” According a report at USAToday.com, customers across the board do not want to see any hotel workers with pierced eyebrow, pierced tongue, tattooed arm, or nose ring. Some may argue that tattooed and pierced workers may seem more acceptable in edgy boutique hotels as compared to the big franchised hotels, but the survey results did not find any differences among a variety of lodging products. Many respondents believe people who wear visible tattoos and piercings are taking a high risk of their professional lives. If you stay in a hotel, do you mind being served by tattooed and/or pierced staff? What if you are the one who makes the hiring decision? References: USAToday.com: http://tinyurl.com/linchikwok08042010 Picture was downloaded from http://tinyurl.com/linchikwok08042010P

Linchi Kwok, Ph.D.

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