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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Making big data smart – how to gather insights that will help your ...

How much data on your guest satisfaction, staff performance, and online reputation did you collect last quarter? How did you collect it, and where did you ...
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What is a Net Promoter Score, and why does it matter?

Never underestimate the power of word of mouth. It can make or break a hotel, and often holds more weight than traditional advertising practices.
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How to use your hotel’s reviews: the perks of social proof

Guest feedback can be helpful for hoteliers in a number of ways. For example, it can inform your operational decisions, inspire your marketing materials, and ...
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