Review – Response – Reputation – Revenue. In today’s hyper-connected world, everything is linked. Guest reviews have a direct effect on your online reputation and in turn, on your revenue. So, just how do you …
The methods we use have changed, but the cornerstone to great hospitality stays the same: great guest service and great guest experience. This article was originally published in Hotel Executive by RJ Friedlander. While service …
One of the biggest challenges faced by hoteliers today is integration. With recent advances in technology, hotels have access to virtually unlimited amounts of data to track guest behavior and preferences and cater to their …
Have you ever wondered how your colleagues in the hotel industry recognize and earn loyalty from guests? We asked our clients to share some of the initiatives they have in place. Below is a selection …
If you are monitoring guest feedback all year round, you will have noticed that different time periods will yield different results for your key metrics. As well as a weekly pattern and changes in volume …
Guest Satisfaction Surveys (GSS) are an efficient and targeted approach to getting the guest feedback a hotel needs to gain further details into a specific issue or department. The best surveys are those that are …
Different traveler types will come with different expectations and needs, and have different experiences. By keeping some of the main hotel guest categories in mind, you can not only cater for your different types of …