Wednesday, October 18, 2017

Management

A happy landing for your website

A new twist from an old client on an old topic. What is the difference between a ‘home’ page and a ‘landing’ page? No, he did not want me to design a site for him but he had a new venture partner who was using terminology he did not understand. Therefore, could I please enlighten him even though his partner …

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What don’t you know about window cleaning?

I daresay there would be few, if any, of us who relish the thought of cleaning windows in our homes. Spare a thought then for situations in community titles schemes in which there is a multi-storey building where the windows need cleaning and on a regular basis. Not only does this scenario post some logistical issues – for example, how …

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Expanding loyalty in 2017: Is branding for you?

‘Branding’ can seem like a loaded word, with the violent connotation of a hot iron and loss of control, but that’s not the perceived reality for countless industry-makers around Australia. That’s why we published a supplement on the subject in our upcoming issue of AMG. Check it out here.  In the accommodation sector, branding of some sort is close to …

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5 simple ways hotels can use data to increase revenue

In 2017, it’s clear that the hospitality industry needs to prepare for even more disruptions that will unfold over the coming year. Airbnb, OTAs, start-ups, big data companies and loyalty program changes will remain the focal points to stay across this year. As a hotel digital or revenue manager, you could get caught up in the hype, continue the passive …

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TFE Hotels to take over management of Brisbane’s Gambaro Hotel

Located on Caxton St in Petrie Terrace, the 68-room five-star property will be added to the TFE Hotels Collection brand. CEO Rachel Argaman said: “It marks the start of expansion plans that will progress in 2017. We have a remarkable 17 new hotels in the pipeline, such as the spectacular Adina Apartment Hotel which will open on the former Pentridge …

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Conquering complaints™: part two

With the proliferation of online guest reviews and social media postings, training all your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry. As we explored in part one of this series, the first step in conquering complaints is to understand their root causes.  Last month we …

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Valentine’s Day just two weeks away

For hotel directors of sales and marketing, Valentine’s Day is less about romance or showing one’s affection and more about delivering some semblance of occupancy during the traditionally lower-revenue tail-end of summer months (outside of the school holidays). Most plans are ideated and drawn out in broad strokes in late fall or prior to the holiday season, with tactical execution beginning …

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Adding the personal touch in an age of digital communications goes a long way

There’s no replacing the personal touch in hospitality. In an age when chatbots and messaging platforms are speeding up communication, the importance of slowing down to talk with guests is more important than ever. According to a prediction of travel trends by Booking.com, travelers in 2017 will place huge importance on interacting with staff, and appreciate that the human touch is unique. While …

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Interview: Hilton’s Vice President CRM talks guest data

Mark Ross-Smith spoke with Jonathon Wardman, Vice President CRM at Hilton about hotel guest data, how Hilton is leveraging the use of data, and the success of the much publicised Stop Clicking Around campaign. Hilton isn’t known as being on the forefront of big data, so Mark asked Jonathon what was happening under the hood. Jonathon has been with Hilton …

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No free wifi may equal no guests

I get asked all the time by accommodation providers, ‘why should I invest in wifi technology at my site when mobile phones are coming with more and more monthly data’? Why would guests want or need my wifi when they can use their own data? Mobile phones work on the 3G/4G networks (mobile networks) provided by Telstra, Optus or Vodafone …

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