Dear hoteliers, I was recently in contact with Lauriane, a marketing & communication manager for four hotels located in Paris. We discussed the challenges she was currently facing in the sector, some of which many of you might be familiar with, and the various tools that helped her overcome these challenges and achieve her objectives. To tell you the truth, what put me on her path was the fact that Lauriane has always been interested…
Dear hoteliers, Recently, I read a fantastic article written by a hotel consultant who explained that CRM tools are one of the worst things…
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…
Dear hotel owners and managers, I know that 95% of people mix their online reputation and guest satisfaction analysis. I did the same thing myself for years. It was only when I started digging into the subject that I realized that this was a huge mistake. Since the dawn of time, we’ve been told that we need a single percentage to track our satisfaction rate. This is not true! My thinking comes from my work…
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To download the HD Infographic, click here Dear hotel owners and managers, Recently, we sent a survey to thousands of your colleagues, with two…
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…
Dear hoteliers, I have recently launched a Master Class that has been seen by more than 600 hoteliers all over the world in less…
Dear hoteliers, Many of you have asked me if points cards are an effective method to increase the loyalty of your direct hotel customers.…
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…