As customer relationship management software (CRM) is moved to the forefront of technological requirements for hoteliers in 2019, hoteliers are in search of a CRM solution that can accurately measure guest desires, collect guest data, and analyze guest experiences. Plus, the solution must hit all the communication touch points throughout the guest journey. The truth… (more)
Posts Tagged ‘crm’
How These Three Technologies Can Enhance Your Guest Experience
There aren’t a lot of businesses these days that don’t have some form of automation; from airline ticket counters, to self-checkouts at the grocery store, automation can be considered a blessing and a curse. However, while full automation may reduce operational and staffing costs, in the hotel industry it also eliminates the ability to utilize… (more)
The Power of the Survey: How to Use Surveys to Keep Guests Coming Back
In today’s world hoteliers must be ready for anything; that means guest feedback too. Gone are the days of old where guests would leave handwritten notes on a guestbook in a hotel room outlining their delightful stay. No, today there are so many forums in which guests can leave positive or negative feedback that hoteliers… (more)
To CRM or not to CRM
How many times has your front desk staff checked in the Jones family from Idaho? The Jones’ have visited your property for the past five years, their children have grown up on the ski slopes, and yet your staff (who have been at the property since it opened in 2014) don’t call them by their… (more)
Tips to Increase Guest Engagement Before, During and After the Stay
“There is extraordinary chemistry that exists in long-term relationships.” ~ Conrad Levinson Hoteliers are in the business to make their guests happy, right? Therefore, it goes without saying that hoteliers don’t want their guests to be unhappy when visiting their property. Consequently, this means that a hotelier spends a great deal of time focusing on their… (more)
Five Strategies to Increase Direct Bookings
Direct Bookings…all hoteliers know that driving them has become a key objective for properties of all sizes, and they are one of the best revenue management strategies. You may still believe that OTAs are going to provide you with the most bookings, but by taking back your reservations from the OTAs you can increase repeat… (more)
Getting to know your guests: the basics of guest profiling
If there’s one thing the OTAs know how to do well, it’s guest profiling. In fact, there’s a high chance they’ve obtained more data about your guests than you have… and you’re the one providing the service! The good news is this can be fixed, because as the hotelier, you have access to just as… (more)
Good Reviews Provide Much More Than Just Rave Reviews
When you successfully take control of your online reputation, your property will reap the rewards. From increased rankings on Google and review sites to improved operations, your guests will feel the impact too. Stay ahead of the competition and turn your guests into online advocates for your hotel.