Caroline Palmer

2 days ago | hotel-online.com | Caroline Palmer

After careful review and conducting in-depth interviews, the HFTP nominating committee comprising HFTP Global past presidents, advisory council chairs and chapter presidents has selected the HFTP members who will replace the outgoing directors of the HFTP Global Board and open executive committee position. Here is the official slate for the 2025-2026 HFTP Global Executive Committee and Board of Directors.

3 days ago | hotel-online.com | Caroline Palmer |Shep Hyken

By Shep HykenWhen things go wrong for your customer, that’s when you have the best opportunity to prove how good you really are. Anyone can look good when everything is running smoothly, but your true customer service “chops” show up during a service failure. I recently went to a doctor’s office for an appointment. I arrived early to check in.

4 days ago | hotel-online.com | Caroline Palmer

ST. MICHAEL, Barbados, June 25, 2025 – For adults who seek a memorable experience rather than just a getaway, Royalton Luxury Resorts has launched Royalton Vessence, a new adults-oriented brand that reimagines the all-inclusive experience. Designed for the calm and modern traveler, it invites a deeper connection to the destination through art, local flavor, and the senses.

2 weeks ago | hotel-online.com | Caroline Palmer

Hosted at Florence Gould Hall in New York City, the 2025 Boutique Hotel Investment Conference, organized by the Boutique & Luxury Lodging Association (BLLA), immediately followed the NYU International Hospitality Investment Forum held earlier that week. The event brought together a mix of hotel owners, investors, developers, advisors, and brands committed to pushing the boundaries of independent, boutique, and lifestyle hospitality.

2 weeks ago | hotel-online.com | Caroline Palmer

Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?”I call this the Bathroom Experience, a powerful metaphor for how seemingly minor details can dramatically impact customers’ perceptions of a business.