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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?
Never underestimate the power of word of mouth. It can make or break a hotel, and often holds more weight than traditional advertising practices.
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 help you to improve your staff training procedures. Perhaps most importantly, in...
Tripadvisor is the world’s largest travel site, and, as such, cannot be ignored by serious hoteliers. Having an active Tripadvisor listing has become almost compulsory for your hotel’s image, and this is achieved by ensuring that as many...
Gone are the days when hoteliers had to physically visit their competitors’ establishments or send their friends over to “spy” on them. With the advent of online review sites and online travel agencies (OTAs), your competitors can see...
By now, almost every hotelier is doing online reputation management (ORM) of some sort, even if that only means checking their Tripadvisor reviews once a month and giving themselves a congratulatory pat on the back or having a quick cry in...
Collecting email addresses from people, like any other personal information, is becoming increasingly difficult. People are suspicious of any attempt to collect personal data, some for strangely paranoid reasons, some because they have...