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Thursday , March 30 2017

Management

Video killed the reviewer’s stars

The ability of guests to remain technologically connected has become as integral to the hotel experience as the quality of fittings or the receptionist’s welcoming smile. Upon arrival, guests are far more likely to be logging multiple devices into the wifi network than testing out the pillows or mini-bar offering. Hotel guests now expect seamless streaming of multimedia across a …

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Maximising your yield made simple

A recent survey undertaken by accomnews revealed the number one challenge for hotel and accommodation managers was optimising occupancy and profitability followed by promotional and marketing efforts. This is hardly surprising but in an industry where exceptional customer service is imperative to success, it can be an arduous task for management to focus on their number one priority when burdened …

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The trick for building innovation bench-strength

There has been much discussion lately about disruptors, present and future, to the hospitality industry and what this means for leaders and strategic planning. What measures should an organisation take to position itself to compete in this ‘continuously disruptive’ environment? A quick answer that comes to many is ‘better use of technology’ – to digitally transform the business. However this …

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Don’t get overwhelmed by data fatigue

Reports flood our inboxes daily with the latest metrics on how our hotel has performed in the recent past versus our competitors, how we are doing in the future at capturing global distribution system market share, as well as the latest online guest reviews, TripAdvisor ratings and social media posts. Revenue-management systems spit out the latest pick-up numbers and tell …

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Making the most of a first impression

We’ve all heard the expression that “you never get a second chance to make a first impression”. Recent studies support this, but more importantly, the studies indicate that it’s very hard to change a poor first impression to a more positive one later on. As a hotel, your entire image depends on the ability to offer great customer service right …

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How to leverage your PMS data to increase direct bookings

Personal customer service has always been vital for the hospitality industry. With the increase in data that is being collected from guests, hotels should be able to personalise their marketing and communications to meet modern consumer expectations. This not only makes for a better experience, but has been proven to increase retention and conversions. According to research from Squared Online, …

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Reviews: what motel owners need to know

A discussion we are having with motel owners and managers more and more of late is the anxiety being felt whenever internet review sites enter their thoughts. With the rapidly evolving way that consumers are researching, booking and even voicing their opinions, it is imperative for moteliers to adapt to the new digital age they find themselves operating in. Arguably, …

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Front-desk team is crucial to hotel marketing

The front-desk staff always has played an important role in the success of a hotel by creating positive first impressions. Nowadays, however, these staff members are key players in hotel marketing. As everyone who has ever worked behind a front desk knows, guests’ experiences at registration set the tone for their entire stay. If things go well, such as if …

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Never try to prove guests wrong, even when they are

Is it ever okay to be right? Not when you have guests...

Coming up through the ranks in the hotel industry, I remember well hearing my managers use the old adage “The customer is always right.” At one hotel they even put a sign up that said: “Rule number one: the customer is always right. Rule number two: when the customer is wrong, see rule number one.” In recent years I have …

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