Dear Hoteliers, I am continuing to work on compiling a resource on CRMs for the hospitality industry. I have made a great deal of progress and if you wish, you can read the first two articles by clicking here: Article 1: “What will be the fourth digital revolution of the hotel world?” ; Article 2: “A CRM system for hotels? What does that mean exactly?” ; Although many solutions are not yet available on the market,…
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…
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…
After years of working on the OTAs, today I can update the many tricks they use which directly affect the profits of your hotel.…
I am frequently in contact with hotel owners and I hear too often phrases like: “AirBnB is stealing all our customers! ” “It is…
The reading of all the reactions regarding my last article (Is Guest Experience the future of hotel marketing?) has clearly shown that the market has started to turn more towards Guest Experience Marketing than to the traditional Direct Booking strategy. But should you only focus on the Guest Experience? If yes, are we then witnessing the twilight of direct booking? Here is a brief comparison of these two strategies and my personal conclusions. Happy reading!…
Is the guest experience the future of hotel distribution? Martin Soler, a friend and close collaborator, recently told me about an article which had…
I recently read an interesting study regarding the impact of good client management on business. Following some research, I discovered the source of the…
Delivering great guest experience leads to loyalty. But while rewards systems, points and discounts can help, they aren’t the natural way to build guest loyalty. At Experience Hotel we work with hundreds of hotels to help them with technology and tools to improve guest experience. We’ve worked with hotels for most of our professional lives and came to notice that hotel marketing works best when hotels deliver incredible service. When we built Experience Hotel we…