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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 sports on our mobile phones, and we have more tools than ever at our disposal to...
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 important to guests and what actually matters to them. Paying close attention to guest...
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 grows, so you need more sophisticated and powerful tools to help you manage...
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 generate very little feedback, but annoy guests in the process.
Are you certain...
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 market is going to remain hugely competitive. Unfortunately for hoteliers,...
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? This happens more often than you think – and even galvanised a team from Cornell...
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 for anyone to post any opinion about a product or service for anyone and...
Serviced apartments are a growing trend in accommodation, and have been attracting increasing attention and investment. On 12 and 13 July, the annual Serviced Apartment Summit Europe, dedicated to sharing knowledge, networking, and...
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 reputation of your business, and ultimately leads to positive guest reviews.
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 collect it from? And, most importantly, what did you do with it?