What services should you have in your hotel? To answer this question, the Experience Hotel team analyzed thousands of pieces of data provided by our hotel customers to find the free and paid hotel services most valued by travelers. Top 10 chargeable services: List based on an analysis of 16,103 stays Breakfast Parking Love package / Love box Book of tickets or passes (subway, museum, etc.) Bottle of champagne Flowers Restaurant Room with private view…
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…
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 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!…
Independent hoteliers often complain about not having enough time to accomplish certain tasks which they nevertheless consider to be very important for the future…
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 study: an article listing 75 facts about customer service. Some of these facts seemed fascinating to me, while others struck me as less pertinent to the hospitality industry. Thus, I have prepared for you a brief compilation of the most relevant of these facts. Since these are general statements, it is…
More and more, we hear people talking about “guest relations,” “following the customer journey,” “Big Data,” “CRM,” and so on. But what do all…