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A hotel CRM (Customer Relationship Management) states exactly what it does: it manages the relationship you have with your customers. How does it do…
Dear hotel owners and managers, Since the beginning of Experience Hotel, nearly 5,000 marketing directors, revenue managers, GMs and owners representing more than 11,000…
Dear hoteliers, I recently spoke with Anja Poser, Sales Manager at Apart’hôtel Ajoupa, Aparthotel Vieux Nice, Hôtel du Centre and Hôtel de France Nice, all very beautiful hotels in the center of Nice filled with conviviality, simplicity and generosity. AMMI’s establishments were recently listed in the Top 8 Hotels in Nice on Tripadvisor, and are leaders in customer satisfaction on most websites. As you can imagine, we had a long conversation about that! But what…
Dear hoteliers, I was recently in contact with Lauriane, a marketing & communication manager for four hotels located in Paris. We discussed the challenges…
Dear hoteliers, Many of you manage “a little” more than a hotel. You manage spas, restaurants, vineyards, thermal baths, just to name a few.…
Dear hoteliers, Recently, I read a fantastic article written by a hotel consultant who explained that CRM tools are one of the worst things ever to be used in the hotel industry. I found his article relevant, intelligently written and totally appropriate to what he had experienced. Indeed, what he relates, from his personal experience, represents the worst use of CRM ever imagined in a hotel! Which brings up an important point: often, the problem…
Dear hotel owners and managers, Today’s article is aimed at both hotel owners And PMS: it gives a global vision of the factors at…
To download the HD Infographic, click here Dear hotel owners and managers, Email communications with your customers should never be left to chance. Everything…
Dear hotel owners and managers, Today, I’d like to talk to you about the various levers that affect the customer journey, from the initial idea of the stay to the time after the stay. Thomas Yung, e-reputation consultant and manager of Artiref and My Hotel Reputation, is co-writing this article with me. We have pooled our expertise to identify 41 factors to understand and remember throughout the 11 stages of the customer experience in the…
Dear hotel owners and managers, I know that 95% of people mix their online reputation and guest satisfaction analysis. I did the same thing…