From Pricing Complaints to Personal Attacks: How to Respond to Challenging Guest Reviews | By Daniel Edward Craig

Imprimir
Edward Craig
hospitalitynet.org
21/8/2012


Responding to online reviews has become routine for many hoteliers, and yet every once in a while a real zinger comes along that makes you catch your breath and clench your fists. How should you respond? Or should you respond at all?

Leer más...

What Guests Don’t Like About Loyalty Programs

Imprimir
ehotelier.com
By Tom Costello | CEO iGroupAdvisors
26/7/2012

According to a study released by The Chief Marketing Officer Council, “The Leaders in Loyalty: Feeling the Love from the Loyalty Club“, 54 percent of the consumers surveyed let it be known that thanks to the barrage of irrelevant messages, low value rewards, and impersonal engagements, they aren’t feeling the love.  In fact, they are thinking of asking for a divorce.

Leer más...

The Bloody Battlefield | OTAs VS The Hotels in the Fight for the Perfect Rate

Imprimir
By Eye for Travel
29/6/2012

Interview: Giving your customers the right room at the right price and time while managing multiple distribution channels, among other things, is a time-consuming job.

Leer más...

Sales Clinic: Hotel Salespeople Talk Too Much

Imprimir
By Howard Feiertag
Hotel & Motel Management

Quite often, when we run into folks who have small children who do a lot of talking, we hear someone make the comment: “Oh, they are going to grow up to be a salesperson.” There is the common notion that salespeople are “good talkers,” when in reality, the most successful salespeople are those who talk very little.

Leer más...

View From Europe: The American Are Coming! | CBRE Hotels

Imprimir
hotelsmag.com
By Derek Gammage | managing director | EMEA | CBRE Hotels Ltd.
15/5/2012

It is really hard to envisage the sea change we have seen here in Europe over the past two or three months. It would be no exaggeration to say that a phone call (and by phone call I mean a properly coordinated conference call with a cast of many) is now taking place almost daily.

Leer más...