By Doug Kennedy: Smart hotel marketers know it’s the customer’s choice of how they want to book.  They understand the interplay of voice, web and email and they make it easy for potential guests to use their preferred channel.  Some guests might prefer to call directly, such as those who have read negative online guest reviews, those with special lodging or dietary needs, or those who just do not believe the rate online is the lowest.  Some want to look online first and then call; others want to call first and then book online. Why make it challenging for potential guests to use their preferred method of communication?

by Marion Hughes-Roger: What are we (The Hospitality and Hotel Technology Industry) REALLY doing to grow future members?

By Doug Kennedy: Many hotels have implemented reservations and front desk sales training and mystery shopping or call monitoring programs. While these essential components, it is also important to implement a properly structured incentive program to help further motivate the associates.

By Max Starkov & Mariana Mechoso Safer: As we find ourselves in a new year full of possibilities, now is a good time to reflect on events that impacted our industry in 2012 and how you should plan your digital marketing efforts throughout 2013.

By Doug Kennedy: When eHotelier Editor in Chief Anne Edwards reached out to us regular writers about doing an article on the subject of Resiliency, I loved the idea right away. What a terrific word for our industry, as just about every “average” day working in a hotel requires some degree of resiliency at some point.