First Impressions Just like any business, first impressions are a very big deal in hospitality. Hotels invest in their lobbies, because guests often draw conclusions about how their rooms will look based on the appearance of the lobby. But arguably …
HOTELS AND RESORT FEES Clear Communication Is The Key To Happier Guests Travelers are extremely savvy at shopping for hotel deals. As a result, some hotels advertise their lowest possible rates and charge for added extras — including the mandatory …
HIDDEN VOICE CHANNEL BENEFITS Hidden Benefits of Having the Right Voice Team A recent article stressed “the importance of call center improvisation.”* – a strong concept we support. Here’s a simpler way to think about this. In addition to being …
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 …
It’s Essential Your CRO Sends Guest Requests and Sales Leads to the Right Place, In Real Time. If your hotel uses a remote Central Reservations Office (CRO) to answer reservations calls, it’s critical to ensure that there is a system …
Exactly What Is Your Reservations Department’s Conversion Percentage? Measuring your hotel’s reservations conversion percentage is an art, not a science. What is a good conversion ratio? Doug Kennedy of the Kennedy Training Network explains how making a concise determination can …
Why Your Reservations Team Should Work From Home. Lively debate surrounds the subject of whether reservations agents should work in an office or work from home. The real question is, is the person answering calls for your property engaged, cheerful, …
Fragile First Impressions: How to Instantly Improve TripAdvisor Scores. Let’s get it out in the open – most guests who book your hotel first look at TripAdvisor (or a similar site). You probably do it yourself when you travel. So, …
Cornell: Higher ADR = Higher RevPar, Regardless of Occupancy We just do not find support for a reactive pricing approach. “A ten-year study of pricing and revenues in over 4,000 European hotels revealed that regardless of the economic situation of …