Today everyone knows it and everyone does it: encourage customers to post comments on social networks and opinion sites. However, not everyone gets the same result. Why is that? Because some hoteliers work their e-reputation much more than others. What are the 3 key points to their success? Happy reading! Understand the subject The first step is to better understand the topic of e-reputation. It’s not just a note posted on the web. It really…

You may have noticed that my previous articles have been shorter than usual…this is because I’ve been preparing a rather thorough report for you to read and reread during the summer: a detailed analysis of 600,000 reservations. Below you will find some excerpts from the infographic, along with my personal comments on the points which I find interesting or which require immediate action. Please feel free to share this study of our hotel market. You…

Is the guest experience the future of hotel distribution? Martin Soler, a friend and close collaborator, recently told me about an article which had generated quite a storm and lead to some polemical discussion in the hotel world: https://www.tnooz.com/article/give-distribution-to-otas-focus-on-guest-experience/ In the article, David Turnbull (co-founder of the SnapShot company) states: “If I was starting a hotel from scratch, I’d give all my distribution to OTAs and just concentrate on the guest and their experience.” Is this…

More and more, we hear people talking about “guest relations,” “following the customer journey,” “Big Data,” “CRM,” and so on. But what do all of these concepts mean and how should you respond? Do independent hoteliers necessarily need to address these subjects specifically? Is there a risk, however remote, for those who don’t do so? Today, it appears obvious that we are at the dawning of a new age in the hotel industry. We have…

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