Industry
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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…
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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…
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Want to know what your guests value?
Know that complimentary refreshments are high on the valued amenity list. Guests love to receive free food and beverages; they…
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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…
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Tell guests why they should book direct
Constantly remind guests that booking direct is better by prominently displaying your direct booking benefits on all of your marketing…
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No more spaghetti: where hotel technology must go in 2017
A fly on the wall of a conversation about hotels and technology will almost invariably hear the word silos. How are…
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When millennials grow up: Part One
Globally the influence of Millennials on travel and on marketing has been profound. In the US, Millennials are as large…
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Can you describe your typical guest?
Sharpen your marketing’s effectiveness by first determining exactly who your target audiences are. Surprising fact: most hoteliers don’t know who…
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A complaint is like a carrot…
Recently I was asked by a long-term client to offer a training module specific to handing guest complaints. Now I’ve…
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5 hotel sales tactics to jumpstart 2017
A fresh New Year brings a new opportunity to delight ownership with big results in group/event sales…but only if you…
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