Archive for December, 2015

Find a cure for the summertime TripAdvisor blues.

If you pay close attention the ebb-and-flow of rankings on TripAdvisor and other guest commentary sites, you may have noticed a phenomenon I like to call “summertime TripAdvisor blues.” In addition to my role at Travel Outlook, I own a management company which manages the Old Santa Fe Inn, a boutique property near the historic […]

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Keeping guests on hold on the reservations line plays right into the hands of Expedia and Priceline.

Please continue to hold…and don’t hang up and book with Expedia! I often think that when hotels keep guests holding on the reservations line, it might as well be part of the marketing strategy of the OTAs. Who has time to hear the phone ring endlessly – or to wait on hold – when making […]

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Create the perfect fill by instilling the killer sales instinct at the front desk

We all know that taking care of in-house guests with warmth and genuine hospitality is the most important thing a front desk staff does. This has the single most important impact on guest ratings on sites like TripAdvisor, which are critical to hotel revenues. But we should also acknowledge that the front desk staff is […]

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Hidden Benefits of a Strong Voice Reservations Team

In addition to being the second-most profitable revenue channel, there are several hidden benefits to voice reservations. It is the golden opportunity to make the right first impression, and to create the best experience for your guest. Foremost, a voice reservation allows your property to maintain the best, closest contact with a guest. Feedback is […]

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300 Words on the Downhill Path to Hotel Revenue

Doesn’t it make sense to say “yes, please” when someone wants to give you money? Some hoteliers have either forgotten or given up on the idea that clients will actually call their property to make a reservation.  They seem to assume that almost everyone books online, and that OTA commissions are a foregone conclusion.  One […]

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