Dear hoteliers, Today, we are going to talk about the Unified Data Repository, also called UDR or Data Management Platform by our Anglo-Saxon friends. If you don’t know what this is all about, don’t panic! The subject is really in its infancy in the hotel world. However, I firmly believe that the UdR will become a major, if not indispensable, tool in the years to come. Able to offer a 360° view of your customers…
Dear hoteliers, Today, we are going to talk about artificial intelligence in the hotel industry. Lately, I have noticed that discussions and feelings get…
Dear hoteliers, I haven’t written for over two months because, like you, I’ve been wrapped up in this totally unexpected situation. I’ve had to…
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, Some time ago, I was at a meeting with a hotel group just to catch up with them. Regarding their history and…
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, Around one month ago Google launched its “Interpreter mode”, available on Google Assistant. Although the tool isn’t ideal yet, it heralds a future change which is probably as important as the explosion of low-cost flights or guest houses. I believe that it will be extremely positive for the hospitality sector. Here’s my view on the subject. Of course, you can send me an email or write in the comments section to tell me…
The reading of all the reactions regarding my last article (Is Guest Experience the future of hotel marketing?) has clearly shown that the market…
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…
For the past two years, I’ve heard hoteliers complaining about Airbnb, calling it “unfair competition” and “a disaster for the hotel industry”. But yesterday, for the first time, one of my hotelier friends brought up a pertinent question: What if the future of independent hotels is on Airbnb? Shocking, isn’t it! And yet it’s a legitimate thought. When I asked about his experimentation over the past few months, I found his responses and various observations…