5 pre-stay communication techniques to help improve your guest ...

Many hoteliers tend to think pre-stay communication isn’t really that important – the guest has booked, their business is secured, the real focus comes while ...
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Guest intelligence tech – making life easier for general managers

The purpose of technology has always been to make our lives easier – we can now check our emails on holiday, fast-forward through commercials, watch live ...
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Bridging the gap: how to see your hotel through your guests’ eyes

You know your hotel inside out, but do you ever see it through your guests’ eyes? In many cases, there is a disconnect between what hoteliers think is ...
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Why measuring guest feedback is essential for hotel groups

Managing any business across different branches and locations is no easy task, and a hotel group is no exception. As your locations diversify and your business ...
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The secret to an engaging online guest questionnaire

A well-designed questionnaire can give you invaluable insight into the general guest experience and overall quality of your hotel. A bad one will not only ...
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Using online information to define and refine your competitive edge ...

The tourism trade contributed about US$7.2 trillion to the global economy in 2015, and with so much wealth at stake, you can be certain that the accommodation ...
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Ratings or reviews – learning to read between the lines

Have you ever noticed that there is often some disconnect between a rating you received from a guest in an online review and the comment they wrote with it? ...
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Back to basics: what is online reputation management and why does it ...

Online reputation management is not a new concept – one of the first major online review sites, Epinions, went live back in 1999. Epinions provided a platform ...
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Serviced apartments and the currency of trust

Serviced apartments are a growing trend in accommodation, and have been attracting increasing attention and investment. On 12 and 13 July, the annual Serviced ...
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How to harness the power of your team to get great reviews

Having a happy, unified workforce provides a solid foundation on which to build a successful hotel. It creates a positive synergy with guests, establishes the ...
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