Restaurants are feeling the digital change just like any other business. In the next few years, business coming through online channels will make up a whopping 30% of all restaurant sales. With more people using …
The Net Promoter Score® (NPS®) has long been a key performance metric for customer service in many industries, and especially hospitality. It is calculated by subtracting the percentage of business’s detractors from the percentage of …
For special occasions and hotel events, the expectations and stakes are high – for the people who organize them and for the hotels that host them. Reviews and online reputation play a key role throughout …
Online reviews give invaluable insight into what guests really think about your property. This, in turn, gives potential clients – tour operators, event planners, corporate travel managers and organizers – a glimpse into what your …
Did you know that online reviews can be used as a sales tool? While many hoteliers recognize that a great online reputation is vital to the sales team, few sales departments actively use online reviews …
The serviced apartment has made a practical addition to the hospitality scene, and in recent years the sector has continued to grow worldwide. The home-away-from-home environment combined with the creature comforts of a hotel (24-hour …
An interview with Silvia Battistella, Online Reputation Manager at Barceló Hotel Group. Silvia Battistella knows a thing or two about responding to online reviews. As Quality Manager at Iberostar Hotels & Resorts for three years, …