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Guest Experience

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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…

To download the HD Infographic, click here Dear hotel owners and managers, Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. The responses have been pouring in! A total of 5,863 responses have been analyzed and classified. Some of them are what we…

Dear hoteliers, Many of you have asked me if points cards are an effective method to increase the loyalty of your direct hotel customers. Unless you are a known chain that owns hundreds of hotels around the world, my answer is: no. Of course, the title of my article is meant to be humorous: Booking did not change its loyalty program overnight! I just wanted to highlight the fact that the largest distributor with unlimited…

Dear Hoteliers, Here is a concise article that is more of a tutorial than my classic posts. But as a significant number of hoteliers asked me the question concerning the Covid-19 (and the new safety standards), I thought I should share the answer. I’m sure you will find it interesting. How to make your various documents easily accessible online, via QR codes? This applies to your restaurant menus, your Room Directory, your general conditions, or…

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