THE SMART HOTELIER'S GUIDE TO 2026 GUEST & EMPLOYEE EXPERIENCE BUDGET PLANNING
This practical guide shows you where to allocate your budget for the highest ROI, backed by real industry data and insights from the ComOps team. Learn the biggest CX/EX budget blind spots, what they cost, and how smart investments in guest feedback, call management, and guest tech can directly boost performance.
5 WAYS GUEST FEEDBACK HELPS YOU WIN MORE HOSPITALITY DEALS
by Sofya McIntosh
Guest feedback isn’t just an operations tool, it’s one of the most powerful sales assets you already own. This quick-read guide shows hospitality sales teams exactly how to use real guest insights before the pitch to close more deals, reduce objections, and deliver standout proposals.
GILA RIVER RESORTS & CASINOS CASE STUDY: THE HOKA SHOE GIVEAWAY
A Hoka shoe giveaway at Gila River Resorts & Casinos caused long lines and frustrated guests due to a new check-in process. Real-time Medallia feedback flagged the issue within days. By acting quickly, reviewing survey comments, and personally contacting affected guests, the team turned frustration into delight, shipping shoes directly and creating a memorable “wow moment” that built loyalty.
DRIVING A CASINO'S GROWTH WITH REAL-TIME FEEDBACK & OPERATIONAL EXCELLENCE
ComOps partnered with a casino to deploy a customized Medallia Experience Cloud solution, delivering real-time guest and employee feedback tailored to casino operations. The program resulted in 12.93% quarterly revenue growth, a 26.8% survey response rate (well above industry norms), and an average 48.6-hour feedback closure time.
20 PLUG-AND-PLAY HOTEL REVIEW RESPONSE TEMPLATES
Download ready-to-use response templates designed to help you address guest reviews professionally and empathetically across all platforms. Easily customize each template with guest and property details to show genuine care and thoughtful follow-up.
The synergy of satisfaction
How employee and guest happiness drive profits.
by George Polyard, Vice President, Customer Experience
Is It Possible to Have Anticipatory Service in a Fully Digital Hospitality Experience?
How to balance the increasing prevalence of digital tools with a hallmark of the hospitality experience, anticipatory service.
by George Polyard, Vice President, Customer Experience
The Evolution of Digital Strategies in Hospitality
Rosalie Stahley, Vice President, Digital Strategy & Innovation, ComOps, discusses how hotels and casinos have transformed their digital strategies over the past decade, enhancing guest experiences and operational efficiency amidst technological challenges.
by Michal Christine Escobar
NET PROMOTER 3.0
by Fred Reichheld, Darci Darnell, and Maureen Burns
Published in Harvard Business Review in 2021, this article provides an updated take on the Net Promoter Score presented in 2003. With a couple easy team of tracking customer acquisition, the article examines how you can measure ROI of your NPS and CX programs.
THE THRESHOLD-CROSSING EFFECT: JUST-BELOW PRICING DISCOURAGES CONSUMERS TO UPGRADE
by Junha Kim / Selin A. Malkoc / Joseph K. Goodman
Revenue Managers often set prices just-below a round number (e.g., $39)—a strategy that lowers price perceptions and increases sales. The authors question this conventional wisdom in a common consumer context: upgrade decisions (e.g., whether to upgrade a rental car or hotel room).
THE ORIGIN OF REVENUE MANAGEMENT IN THE HOSPITALITY INDUSTRY
by Trevor Stuart-Hill
Learn more about the origins of Revenue Optimization as we know it today. It all started with a chance encounter in the friendly skies.
THE ONE NUMBER YOU NEED TO GROW
by Frederick F. Reichheld
Published in Harvard Business Review in 2003, this article is still relevant for almost all business verticals at all stages of their lifecycle. Guest willingness to promote your organization has been shown to be the #1 indicator of their willingness to share more of their wallet (time & money) with your organization.
