Bio
Featured articles
6 ways to encourage guests to book direct
Right now, there is a guest imagining their future stay at your hotel. They’ve scrolled your socials, browsed your website, and checked reviews. But when they are ready to pull the trigger, will they use an OTA or your booking engine? Something special happens when guests book directly with your hotel instead of an OTA. Yes, you get a bigger slice of the revenue pie — essential guest data that gives you a competitive advantage [...]
8 essential hotel call center metrics
It’s time for performance reviews, and all eyes are on your call center. The team is about to find out if your reservation agents exceeded revenue goals and maximized direct bookings, or fell short. Wouldn’t it be helpful to explain your call center’s performance with consistent, reliable, and strategically collected data? Your call center agents work hard to secure bookings, so don’t let that hard work go to waste. Define and consistently track hotel call [...]
Why hotels can’t afford to ignore voice as a service (VaaS)
Your hotel call center isn’t performing the way you want it to. Sometimes the call quality isn’t great, and your agents miss out on potential bookings because of dropped or abandoned calls. Your current system doesn’t integrate with your CRM or PMS. So, your hotel call center team struggles to offer the relevant upsells and personalized communication that today’s travelers expect. To top it off, you’re spending a decent chunk of your limited budget to [...]
The link between revenue management and the guest experience
The Hotel Moment podcast — episode 62 In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Heidi Cosio, Senior Vice President of Revenue Effectiveness at Aimbridge Hospitality, explore how hoteliers can analyze trends in their revenue performance to craft an effective selling strategy. They also examine how to encourage guest loyalty by deploying personalized upsells and making stay improvements based on guest reviews. Tune in to [...]
Leveraging AI to make data-driven decisions
Revination Leveraging AI to make data-driven decisions Hospitality is experiencing a digital transformation, with data management as a priority. How hoteliers collect, analyze, synthesize, and activate that data determines their success in the industry. Revinate’s Chief Revenue Officer, Karen Stephens, was featured on The Sunny Side Up Podcast by Demandbase, “Exploring the Role of AI and First-Party Data in the Hospitality Industry,” where she stressed the importance [...]
Level up your digital marketing and diversify your guest acquisition strategy
The Hotel Moment podcast — episode 61 In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Ross McAlpine, Director, CRM at EOS Hospitality, tackle digital marketing and discuss ways hoteliers can vary their approach to attract guests. McAlpine offers a refreshing perspective on the role of user-generated content, and how to use that content to garner trust and facilitate guest loyalty. Tune in and find out [...]