Tag: hospitality

How Guest Targeting is shifting the OTA landscape

For years, Expedia, Orbitz, and Travelocity have been entrenched OTA players in a static hospitality landscape. With back-end connectivity to the GDS, these OTA giants represented a simple, at-home entry point for many travelers. Over time, aggressive marketing and rate parity have established OTAs as a reliable retail outlet for hotels, airlines, and rental cars. …

Five Fresh Hospitality Reads for the Week

This week, as many begin to focus on budget planning and creating strategic plans, I’m reading more about how the hospitality industry continues to evolve in the social media era. Here are five fresh hospitality reads: The Future of Travel: Eight Things You Need to Know | Marketing Magazine Great piece on the critical importance …

The One Problem that Costs Hotels the Most Customers

If you consider the number of problems that can befall hotel customers during a stay, it can be a bit overwhelming. Broken remote controls. Plumbing problems. Noise from adjoining guestrooms. Incorrect orders from room service. Room key issues. HVAC issues. Kids running in the halls. Not enough chairs at the pool. Slow service in restaurants. Incorrect …

3 Great Sales & Customer Service Reads for the Week

Here are three short, compelling reads regarding customer service and sales. I found each of these very poignant for guest service and hotel sales in our industry: 3 Keys to Customer Service Training and Retention from Ritz-Carlton VP Diana Oreck Ms. Oreck expresses Ritz-Carlton’s passion for customer service training through empowerment and selection. Hey You—Your …

New Study Shows Hotel Reviews Drive Rate & RevPar

A new study from the Cornell School of Hotel Administration details that hotel reviews posted on social travel websites, such as TripAdvisor and Travelocity, positively impact a guest’s willingness to book reservations at a premium rate for a reviewed hotel. “The Impact of Social Media on Lodging Performance,” by Chris K. Anderson found that the …

Insights: Why Multigenerational Travel is THE Emerging Trend

Mutligenerational Travel

A recent presentation by Peter Yesawich, vice chairman of MMGY Global, highlighted a number of trends and insights for the hospitality market in the near term. While there was definitely a lot of beneficial information presented, one key insight may emerge as the number on trend in hospitality: multigenerational travel. “Multigenerational travel” or “mutligen travel” …

Who writes hotel reviews?

Travelers today are innundated with resources to assist in planning trips. Among the tools are first-hand “unbiased” published on the major booking sites, including TripAdvisor, Booking.com, Expedia and others.  But, have you ever wondered, “Who writes these reviews, anyway?” Olery, a reputation management company, has taken a stab at answering that question and the answers …

The hidden opportunity behind “low hotel occupancy” in China

As hotel companies continue the unprecedented rush to develop properties in China, new analysis shows that the hotel occupancy rate in China to be among the lowest in Asia. “Hotels in some markets of China are clearly oversupplied in the next three to five years, and they won’t be generating good returns,” said Nigel Summers, …

The Unparalleled Importance of a Crisis Management Plan

As the stories of the Casa Monica Hotel firing an employee for wearing a US flag pin began to break this weekend, I was struck by just how unprepared the hotel and Kessler Collection were for the public relations firestorm which erupted in response to the media coverage.  (DISCLOSURE: I once worked in Sales & …

Guests for Life: It’s how you make them feel

The one fundamental truth in providing a luxury travel experience is best summarized by Dr. Maya Angelou’s famous quote: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” In creating guests for life, our overarching mission must be to ensure that guests …