Guest Database Archives - Marketing Tips for Hoteliers

E-reputation July 6, 2022

What does “hotel CRM” means ?

A hotel CRM (Customer Relationship Management) states exactly what it does: it manages the relationship you have with your customers. How does it do that? It combines multiple tools and connections to centralize and manage your hotel’s interactions with each of its customers, regardless of the acquisition channel (hotel website, transactional emails, newsletter, social networks, SMS, satisfaction surveys, etc.). Are you lost yet? In order to explain everything more clearly, we will try to clarify…

February 16, 2022

7 types of CRM, which one to choose?

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…

December 7, 2021

[INTERVIEW] My guests are loyal, but to OTAs. How can this trend be reversed?

Dear hoteliers, I was recently in contact with Lauriane, a marketing & communication manager for four hotels located in Paris. We discussed the challenges…

November 9, 2021

CRM & Sales Management for a multi-operational company

Dear hoteliers, Many of you manage “a little” more than a hotel. You manage spas, restaurants, vineyards, thermal baths, just to name a few. However, after more than 2,000 meetings with hoteliers, the findings are clear: NONE of them have a centralized customer database. This is rather surprising to me! A hotelier “sells” hotel services and rooms. But when asked what’s the most important thing for improving performance, everyone has their own answer: ● …

June 28, 2021

10 points to check when connecting PMS / CRM

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…

Email Campaign March 2, 2021

The worst thing to do is to do nothing

Dear hoteliers, Today, I’m sharing an article with you that is a lot like what I usually do, but very different in form. I…

Guest Experience February 22, 2021

Cancellation policies for direct bookings versus Booking.com

Dear hotel owners and managers, The title says it all! Today we’ll be discussing the cancellation policies for direct bookings versus Booking.com. With the current situation, this subject is taking on even more importance since, every day, many travelers are forced to cancel their bookings due to the global health crisis. To provide a complementary and expert perspective, I called upon the knowledge and experience of Julie Palisse to co-write this article. A specialist in…

E-reputation February 1, 2021

[MASTER CLASS] How can you reduce your OTA commissions by 54% by working on it for 15 minutes a day?

Dear hoteliers, I have recently launched a Master Class that has been seen by more than 600 hoteliers all over the world in less…

December 11, 2020

Increasing Hotel Guest Loyalty: Create a Points card like Genius!

Dear hoteliers, Many of you have asked me if points cards are an effective method to increase the loyalty of your direct hotel customers.…

Guest Database October 22, 2020

345 Hotels analyzed during the covid-19 crisis

Dear hoteliers, We recently decided to interview hoteliers about their feelings and their advice on how to get through this painful period. The results were very interesting, so we are sharing them with you today. Happy reading! Information on this survey The intention was to let hoteliers express themselves as they wished. So our survey did not include any boxes to check. We simply wrote open-ended questions to which each hotelier was free to respond…