Tuesday, December 18, 2018

Tag Archives: accommodation

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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Scoot appoints new general manager

Scoot has appointed a new general manager, Australia (Jared Simcox) effective immediately. Jared’s roots have been firmly planted in all aspects of aviation. Having once dreamt of becoming a pilot, he has also experienced life as a musical tour manager in NZ and learnt the ropes as a young ground handler at airports in New Zealand. Migrating to Australia in …

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10 secrets of luxury hotel websites (part one)

Unique amenities, exclusive experiences and personalised service used to be the proprietary domain of luxury hotels … but now these offerings have become mainstream in hotels from midscale upwards. This means that high-end hospitality brands have had to raise the bar even higher to convey an extraordinary guest experience and differentiate themselves in meaningful ways. But this isn’t easy in …

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Tourism Tribe shares video prepping providers for Chinese visitors

Tourism Tribe, an online learning hub for tourism businesses, has released a program of new educational tools to help tourism businesses get ready for Chinese visitors. Through a partnership with University of Queensland and China experts, industry can now access online advice about digital marketing, social media, customer service and culture to plan their approach to the rapidly growing China tourist market. The China …

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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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Aussie families take advantage of long-term accommodation

In a movement that is continuing to gain momentum, more families than ever before are hitting the road indefinitely, opting to take advantage of long-term accommodation options to allow for longer, more in-depth travel experiences with their loved ones. Oaks Hotels & Resorts commented on this growing trend after noticing an incline in long-stay occupancy at a selection of its …

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Broome-time accommodation joins Golden Chain motels

Broome-Time Accommodation and Art Gallery has a goal of becoming the best budget accommodation in Broome and joining Golden Chain Motels is part of its plan. Broome-Time Accommodation is a 58-room motel with all rooms having kitchenette facilities and room types ranging for the Budget traveler to King Suites for the corporate guest and family rooms for up to 6 …

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Marriott International caps 2016 with global expansion

The hotel company has announced that 2016 represented the strongest year of rooms growth in its history. Marriott opened a record 55,000 rooms in 2016, excluding the 381,000 rooms gained with the Starwood acquisition. The combined company signed 880 new hotel deals, representing nearly 136,000 rooms, under long-term management and franchise agreements, and opened over 400 hotels with more than 68,000 …

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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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