Dear hoteliers, For years, monitoring guest satisfaction has ceased to be a complicated matter. You can analyse your guests according to a set of criteria which are specific to you and that suits you very well. How do you carry out this analysis? Simple: ask all your guests to rate the hotel from 0 to 10 on a set of criteria (staff, cleanliness, service, breakfast, etc.) and then calculate an average. When the calculations have…
Dear hoteliers, Three years ago I published the top 20 best services to provide in your hotel ( http://blog.experience-hotel.com/twenty-services-that-your-hotel-needs-to-have/ ). However, today we live…
Dear hoteliers, I have never considered marketing to be an esoteric or abstract domain in which only Geniuses are capable of producing miracles. While…
Dear hoteliers, A few weeks ago, Airbnb confirmed its intention to buy the https://www.hoteltonight.com. website. On average, 2 million visitors scour Airbnb every night looking to book accommodation… So, wanting to acquire a site specialised in last-minute hotel reservations was a no-brainer! It also clearly highlights Airbnb’s desire to play alongside Booking.com and Expedia. I had the opportunity to interview Adlene Djekiref, Market Manager of Boutique Hotels – Airbnb. Here’s this interview along with my…
Dear hoteliers, Around one month ago Google launched its “Interpreter mode”, available on Google Assistant. Although the tool isn’t ideal yet, it heralds a…
Dear Hoteliers, I am continuing to work on compiling a resource on CRMs for the hospitality industry. I have made a great deal of…
Dear hoteliers, Sometimes, you have to step back and observe what’s going on around you – even if it’s not always easy, given the need to manage the various situations in your professional life on a daily basis. However, it can be very profitable to observe the major market trends and to see how things are evolving globally. This is precisely the subject of this article, in which I’m going to use the wonderful tool…
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.…
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…
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 the hyperactive digitalisation we are witnessing mean the end of this profession? Will the role…