After many years of offering hoteliers the best property management system available on the market, we’ve learned a thing or two about guests and their booking habits. Hotels can benefit from knowing as much about guests and their booking habits as possible—it helps them pull in guests directly and optimize the booking process. Here are
With Online Travel Agencies (OTAs) providing attractive discounts to travellers, hotels have the challenge of retaining their best guests and ensuring that one-time visitors become loyal repeat customers. Consider the fact that it typically costs a business 5 to 10 times more to capture a new customer than it does to sell to an existing
When it comes to travel sites, Boston-based TripAdvisor dwarfs all rivals with its 500 million reviews spanning 7 million accommodations, restaurants and attractions. TripAdvisor-branded sites receive an average of 390 million unique visitors each month in 49 markets, with millions of those visitors booking hotels directly from the site. They have more than quadrupled their
Your hotel’s resources are essential to its operations, and managing them strategically is key to your overall success. Resources range from tangible assets such as hotel room bedding, to intellectual resources like the management skills your front desk staff possesses. Managing your hotel resources correctly takes careful thought and strategy. When looking for effective resource
An important part of running a successful hotel is reputation management. While your hotel may have professional, attentive staff and nice amenities, if it doesn’t have good ratings or a positive online presence, occupancy will suffer. Part of reputation management involves responding to negative feedback to proactively avoid turning a mistake into a full-fledged PR
Long before a guest steps foot into a hotel lobby, the guest experience begins. Success in the early stages of the guest life cycle (GLC) is essential and knowing how to track it will allow for optimization throughout each phase. Identifying which areas need streamlining or improvement during pre-arrival and arrival stages is key to
A key part of a hotelier’s job is providing and overseeing a positive customer experience. As new technologies change the way hotels and guests interact, hoteliers have more opportunities to ensure that visitors’ needs are met. In an annual Digital Trends Report conducted by Econsultancy and Adobe, companies were asked what they believed to be
As a hotel manager, you likely find yourself wearing more hats than you ever dreamed you would. The long hours, high industry turnover rate and increasingly demanding guest expectations can add to the strain of performing well. With so many aspects of hotel management to focus on, it is important to prioritize where you should
Over half of all U.S. hotel room bookings today are made through online travel agencies (OTAs). This can come at a very high cost to hoteliers. OTAs help hotels get added exposure through their greater online presence and popularity—but they reduce profits by taking a 10 to 30% commission, direct guest loyalty toward their site
Reputation is hard to measure. Review sites like TripAdvisor have provided new ways to find out what people are saying and the power of these sites has transformed the way guests choose their accommodations. But even with the ubiquity of these online resources, quantifiable metrics that capture exactly what people think about your hotel can
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