By Larry Mogelonsky: Here’s an insight into the expectations of Chinese outbound travelers and what hotels can do to better accommodate members of this group.
Insights from the GM of the World’s Best Boutique Hotel 2014
Saffire Freycinet recently won the World Boutique Hotel Awards highest accolade – the “World’s Best Boutique Hotel”, to add to the list of awards the hotel has amassed since it opened on 1 June 2010.
Ten pet peeves of hotel fitness centers
By Larry Mogelonsky: It’s easy to spot where some hotels are excelling in fitness centre amenities over others.
Can your guests find your local emergency phone numbers?
By Stefan Vito Hiller: Emergency numbers differ from country to country, but guests need them at their fingertips to make calls directly if the need arises.
Harnessing the new word of mouth – online advocacy
Transforming advocacy into promotion at numerous points in the customer journey becomes a continuation of your customer delight and a new form of “word of mouth”!
Cornerstones of outstanding customer service
By Nick Bocock: CORE Service Principles identify the fundamental cornerstones of customer service delivery and provide customer service actions essential to the delivery of outstanding customer service.
How to get your guests to write reviews
More reviews are better! The number of online reviews a hotel collects impact its revenue, as they affect both conversion rates and pricing.
Elevated guest safety in hotel lifts
By Stefan Vito Hiller: Overall, hotel lifts are very safe, but you must train staff how to manage lift rescues for those who get trapped in power outages and emergency situations.
Photos impact bookings more than reviews
By Frederic Gonzalo: Photos have a more powerful influence than reviews, not only in terms of generating traveler engagement, but more importantly in generating booking inquiries.
Use video to enhance your hotel’s website
The shift in travellers watching videos to plan trips presents a unique opportunity for hotels to attract more direct bookings.
