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…
Today everyone knows it and everyone does it: encourage customers to post comments on social networks and opinion sites. However, not everyone gets the…
The reading of all the reactions regarding my last article (Is Guest Experience the future of hotel marketing?) has clearly shown that the market…
Independent hoteliers often complain about not having enough time to accomplish certain tasks which they nevertheless consider to be very important for the future of their hotel. Indeed, between upgrading to comply with safety standards, classification, marketing, “special” guests, equipment and logistics problems in the hotel, accounting, human resources, appointments with suppliers, etc., it is simply and physically difficult and sometimes even impossible to manage everything. An independent hotelier rarely has the time to work…
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…
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…
We are currently living in a time where supply outweighs demand. This phenomenon is particularly true in the hotel industry, where hundreds of suppliers…