Benjamin Smith

4 POSTS
Benjamin Smith is the founder of IntuitiveStay™, the guest intelligence platform for independent hospitality businesses. Helping staff be seen and employers lead smarter since 2024.
https://www.intuitivestay.com
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Hotel Industry Trends

Emotional intelligence is the most important skill in hospitality, so why does nobody measure it?

Benjamin Smith -
Twenty years in hospitality including The UK, Thailand, Hong Kong, Australia and New Zealand. Backpacker hostels to five-star hotels and in all of it,...
Reviews & Reputation Management

Why Guests Don’t Complain to Your Face But Will to Google

Benjamin Smith -
It was a Friday night. Table of four, booked for 7:30pm. They had the set menu, a bottle of red, desserts. When I went...
Reviews & Reputation Management

Beyond NPS: Introducing the Guest Connection Score, Hospitality’s First Emotional Intelligence Benchmark

Benjamin Smith -
Walk into almost any independent hotel, restaurant or bar in the UK and ask the owner how they measure guest satisfaction. Chances are they'll...
Artificial Intelligence

What AI Can’t Replace in Hotel Guest Experience, and How to Start Measuring It

Benjamin Smith -
The hospitality industry is spending more on technology than at any point in its history. Faster check-in systems, automated messaging, AI concierge services, contactless everything....

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