All prices exclude GST
November 27, 2019

Keep The Good Guests Coming Back

It’s called customer lifetime value — not how much a customer is worth today, but over years, over the course of their relationship with you.
October 9, 2019

Building A Better Hotel Website, Part 4: Website Conversions

Attracting attention to your property via the website is half the battle. The other half is getting people to use the site to book with you.
September 26, 2019

Building a Better Hotel Website, Part 2

Our previous post in this series of how to improve your business through improving your website dealt with the basics: Show your potential guests what they want to see on your site. Too many sites eliminate important content and feature irrelevant stuff that's not helping their business at all.
August 1, 2019

Improving Your Guests' Experience Part VI

Positive guest feedback is gold in the hospitality business. Maximizing its value for your property doesn’t require you to spend money, but it does take time. Here are some strategies that can work for you:
July 11, 2019

Improving Your Guests' Experience Part III

Placing what seems like undue emphasis on guests' arrivals and departures is actually smart business, hotelier Jeroen Quint tells customer service guru Micah Solomon: "It is proven when a guest has an initial good impression, it carries throughout his or her entire stay.”
July 4, 2019

Improving Your Guests Experience Part II

Setting correct expectations is winning at least half the game. Don't present as a five-star resort if you're offering a perfectly wonderful three-star experience. Your guests will be disappointed and will trash you mercilessly on TripAdvisor and badmouth you to friends and family, whereas if you had promised a perfectly wonderful three-start experience they would have reported good things about you.
June 26, 2019

Improving Your Guests Experience Part I

You've cleaned the rooms, spiffed up the landscaping, installed free Wi-Fi for guests and have upgraded and replaced beds, sheets, furnishings and room amenities, and you've trained your staff on how to properly interact with guests.
June 13, 2019

Spinning Guest Problems Into Gold by… Fixing

We're going step by step through the process of not just addressing guest problems, but doing so in a way that turns them into loyal return guests based on how you made them feel during the process.
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