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Kay Walten

15 posts
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  • 3 min

Not All Returning Guests Are Equal

🏨 In July, 15 returning guests were analyzed for adherence to current rates and ease of management. Some guests since 2019 expect old rates and flexibility, requiring more effort, such as room changes and emails, reducing earnings. Others pay current rates, follow policies, and stabilize off-peak periods. To improve, differentiate guests by effort and rate paid, ending automatic peak discounts. Audit repeat guests to ensure loyalty aligns with business standards. Loyalty should not compromise standards.
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  • 5 min

Destination Sunday: Why Repeat Visitors Matter

🏖 Discover why repeat visitors are crucial for destinations. Many locations prioritize new arrivals, neglecting the loyal guests who return. These loyal visitors don't depend on ads—they return for the familiar experience they love. Ignoring return rates can lead to constant spending on new visitors, which isn't growth, but churn. Track repeat visits to foster lasting tourism success; cultivating loyal guests costs less and stabilizes demand over time. Prioritize loyalty, not just arrivals.
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  • 10 min

Field Notes: Why Your Hotel Might Be Hard for AI to Find

📈 Google AI transforms hotel search by enabling bookings directly through chat, emphasizing specificity. Independent hotels with 10–20 rooms face higher costs from increased reliance on online travel agencies. To stay competitive, ensure consistent facts across platforms by 2026. A four-step survival plan over 12 months includes aligning listings, productizing extras, auditing vendors, and piloting AI tools. Mismatched data could lead to higher commissions by shifting bookings from direct to OTAs.
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  • 3 min

Your Staff Already Knows. The Question Is Whether They’ll Tell You.

📝 Hotel staff often withhold honest feedback due to fear of being perceived differently, affecting guest experiences. An 85% of workers reported withholding information. The Napkin Test involves asking staff about guest confusions and categorizing them into information, design, and expectation issues. Real insights emerge when team members feel safe to share. Leaders should initiate by acknowledging their own possible missteps, encouraging open communication and genuine solutions to improve hospitality services.
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  • 5 min

Destination Sunday: The Hardest Part of a Trip Is Usually the Part Nobody Owns

🌎 Kansas City, June 2026: The World Cup draws millions, transforming neighborhoods into international hubs, but reveals coordination gaps in transit and visitor guidance. KC2026's Game Plan unites small businesses and government for smoother experiences. In Onomichi, Japan, local efforts revived tourism through coordinated projects, fostering memorable visits. Barcelona's structured visitor management now predicts tourist influxes, showing proactive planning. Effective destination coordination aligns visitor expectations with reality, enhancing retention without major investments.
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