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Monday , July 24 2017

Management

One task every GM should do right now to increase group sales revenues

With group demand growth having levelled off or declined in most hotel markets, general managers and directors of sales are looking for ways to capture more of the market share of the business that is still out there. As I have explored many of my previous articles, the hotel sales environment has changed dramatically in recent years, yet hotel sales …

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How to manage your rates over a key event

What if there were two sporting finals happening this weekend: rates are high but the city is not full and it is Wednesday….  What should you do?  Hold or drop? First, ask yourself a few questions then do a little research: What is my financial goal over said event? Am I aiming for a revenue target or am I aiming for an …

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How to identify guest segments with your hotel’s data

Here’s how you can use data to identify your future guests within your guest database, and use technology to get them to book directly. Time-poor urbanites For time-poor urbanites, examine each guest’s booking window and booking device. They tend to do things last-minute, because they don’t have the time to plan ahead. A booking window of 1-7 days, especially if done through …

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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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Promoting local experiences might lead to more direct bookings

For many people, going on vacation has become about far more than finding a hotel with the best facilities, rooms and amenities. Increasingly, travellers are prioritising authentic experiences and local encounters in the destination they visit.  This is clearly illustrated by the success of Airbnb. These experiences often translate into simple but rewarding moments: finding a hip live music venue, …

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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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