Category: Guest Relationship

Total 10 Posts

A CRM system for hotels? What does that mean, exactly?

Dear Hoteliers, When marketing CRM, I often bring the subject up with hoteliers. But most of the time they don’t really understand the concept. Why not? Because in the past, many companies have used the term incorrectly to describe systems that aren’t CRM, or are only a small part of a CRM system. A CRM system is not a mailing solution….

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What will be the fourth digital revolution of the hotel world?

Dear Hoteliers, Today, computer technology has become a key part of our daily lives: iPhone, laptops, sync-ed calendars, Internet, Netflix, etc. This powerful tool has revolutionized the way we live and continues to do so day after day. But what does that mean for the world of hotels? A great number of tools have also been created. Some have been…

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Will receptionists be the key factors in your hotel’s future turnover?

Avid readers of my blog have surely noticed that I like facts. I write based on analyses backed by figures and/or about concrete actions to be taken. I’m going to make an exception with this article. As the year is starting, I look to the future and ask this crucial question: what does the future hold for hotel receptionists? Does…

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3 pointers to improving your e-reputation

Today everyone knows it and everyone does it: encourage customers to post comments on social networks and opinion sites. However, not everyone gets the same result. Why is that? Because some hoteliers work their e-reputation much more than others. What are the 3 key points to their success? Happy reading! Understand the subject The first step is to better understand…

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Comparison: Direct Booking VS Guest Experience Marketing

The reading of all the reactions regarding my last article (Is Guest Experience the future of hotel marketing?) has clearly shown that the market has started to turn more towards Guest Experience Marketing than to the traditional Direct Booking strategy. But should you only focus on the Guest Experience? If yes, are we then witnessing the twilight of direct booking?…

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Is Guest Experience the future of hotel marketing?

Is the guest experience the future of hotel distribution? Martin Soler, a friend and close collaborator, recently told me about an article which had generated quite a storm and lead to some polemical discussion in the hotel world: https://www.tnooz.com/article/give-distribution-to-otas-focus-on-guest-experience/ In the article, David Turnbull (co-founder of the SnapShot company) states: “If I was starting a hotel from scratch, I’d give all…

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What does the future hold for guest-hotel relationships?

More and more, we hear people talking about “guest relations,” “following the customer journey,” “Big Data,” “CRM,” and so on. But what do all of these concepts mean and how should you respond? Do independent hoteliers necessarily need to address these subjects specifically? Is there a risk, however remote, for those who don’t do so? Today, it appears obvious that…

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The top eight sources of satisfaction and dissatisfaction

The world of hotels and their communications systems continues to evolve. It is becoming extremely difficult to overlook new trends and tools while, in view of recent developments, TripAdvisor has announced that it will improve its systems for detecting fake reviews. As for Booking.com, it is now the most important online platform for guest reviews. No matter what, you need…

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