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5 Hotel Online Reputation Mistakes You Might Be Making
The importance of online reputation management is no longer disputable. It's also easy to make mistakes, as many hoteliers have found, as the wrong response can get a lot of bad press. Here are some of the common mistakes we see in the hospitality industry when it comes to online reputation management.1. Choosing the wrong person to respondMany hotels, especially independent hotels, struggle with who should have the responsibility to respond to reviews. Many properties [...]
Hospitality industry pain points: Strategies for hoteliers by hoteliers
We always enjoy getting our customers together to discuss their experiences as hoteliers in a rapidly-evolving history. Not only do we get to learn about their pain points, but they get to discuss with one another and brainstorm for future success. Earlier this month, we hosted an executive roundtable event with customers from the Boston/Cape Cod area. Participants hailed mostly from independent properties, including the Charles Hotel in Cambridge and the Lenox Hotel in Boston, [...]
Hotel Distribution, OTAs, and the Future of Hotel Technology
An interview with David Chestler at SiteMinderThe hospitality landscape is rapidly changing. With new distribution channels opening up, hotel management has become more complex for hotels. To get the latest on recent developments, we had the pleasure of speaking with David Chestler from SiteMinder. David is a hospitality industry veteran who has previously worked at companies like Pegasus Solutions and RateGain and he has been on the front lines of the industry’s evolution.David, you’ve been [...]
Personalization of the Guest Journey
The first step for hotels is to capture their guest data to start building profiles of each guest. The second step is to create automated and personalized communications at different touch-points throughout the “guest journey”. The third step is for each staff member to have access to all available information about their guests at their disposal. There are at least six types of guest data that a hotel can use to improve the guest experience: [...]
Google SEO: Why Hotels Should Have a Mobile-Friendly Website
The travel industry is changing. The lower costs of travel combined with the ease of booking online has created more business for the industry than ever. In 2014, Google conducted a study of leisure and business travelers that provided great insight into how potential guests conduct their travel planning online. A website that works well and ranks high in search engines is no longer optional. With new players in the industry like Airbnb competing for [...]
Are hotel surveys really helping to serve guests?
Recently, I stayed at a hotel and following my stay they requested that I complete a guest satisfaction survey. I’m always happy to help businesses learn and improve. The problem? This survey was 56 screens. I kid you not.That length was a bit much, and I began to think about hotels and their surveys. What are hotels truly learning from all those answers? Are they getting to know their guests? Or just their own hotel?After [...]