Attack Fixed Costs & Keep the Money from Your Heist with Danny Ocean! In the film Ocean’s Twelve, Danny Ocean (George Clooney) asks Rusty Ryan (Brad Pitt) how he could have spent ALL of his share of the $150,000,000 heist …
It’s Really Not Acceptable to Miss a Single Reservations Call For hotels to be successful in keeping OTA bookings to a reasonable level, they have to start with a few simple goals. Among these goals would be this basic concept: …
Your Reservations Department Can Help Your Sales Department Succeed Hotel sales leads arrive from different channels, unexpectedly and often unintentionally disguised. A call to your reservations department that might sound like a simple request for information about one of your …
Take Time to Choose the Right Call Center The same hotel manager who would carefully sample several brands to find just the right in-room amenities, taste several brews to find the perfect coffee, or painstakingly interview front desk staff to …
As OTAs Lose Market Share, Use 6 Simple, Essential Steps to Maximize Voice Revenue. At the 2015 Boutique and Lifestyle Hotel Summit, panelists agreed that the OTAs shaped hotel profit-and-loss for the past few years, but that won’t necessarily be …
Finding 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 …
Instill a Front Desk Killer Sales Instinct to Create a Perfect Fill. 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 …
Spring into Action to Address or Reverse a Poor Tripadvisor Review. As hoteliers, we have all had that sinking feeling when we receive a poor TripAdvisor review. It’s not fun. But keep your spirits up and take immediate, firm action. …
Check-in Technology The role of the front desk in hotel operations has gone through something of a transformation in recent years. Guests can now skip check-in formalities with mobile devices, and roving hotel staff with tablets quickly process arrivals and …