Many travelers with standing reservations haved endured horrible customer experiences as they tried to cancel for a full refund or get some form of credit due to the Coronavirus pandemic. Those sentiments might outlast the virus itself and will influence which channels customers select once travel resumes in earnest.
Hotel marketing crisis management: successes, do’s and don’ts
In the short term and mid-term your goal is to maintain customer relations, generate incremental cash flow where possible, cover fixed costs and keep as many people employed as possible. In the long term your goal is to recover and scale back up faster than the competitive set.
Temporary closure: a digital checklist for hotels
If you are in a circumstance where you need to temporarily close or suspend operations at the hotel, here is a checklist for hotels that lists the sites you can/should update with proper messaging.
Caring is the new currency: guest messaging for today
There is no better time than a crisis to stand up for what you believe in as a brand and show how much you value your regular guests, whether they are spending money or not.
Working from home and virtual interview tips
Filling your pipeline and being ready to pull the trigger will be crucial when the world returns to normal. Here are some steps to take to prepare, maximize the experience for the candidates and take away any employee anxiety of something new.
The Coronavirus pandemic: What should hoteliers do regarding marketing?
Focusing on the future and what we can do to prepare for recovery matters. Take a proactive approach and don’t allow your organization to turn a 2-month crisis into a 6- to 9-month business downturn because you laid low. Now is the time to invest in your company.
How can your hospitality business survive this pandemic?
Which companies and brands will thrive afterward and why? Learn how some are already stepping up and helping out by showing their altruistic side. How will you show yours?
How can hotels emerge stronger from the Coronavirus crisis using digital technologies?
To recover from a crisis like this and to make the most out of the catch-up effect afterwards, hoteliers should use this time to evaluate new tools that offer the most strategic benefit for their business.
COVID-19: Insights on travel impact
Hotel marketers will need to keep an eye on this travel industry information and use it to both inform their marketing strategies now and to be prepared for the recovery once the situation stabilizes.
Coronavirus as seen through hotel reviews: What are your guests saying?
With so many internal implications and struggles on the business end of this matter, it’s important not to lose sight of how customers perceive the crisis and what they’re going through in relation to hotels.
