Understanding Facebook Messenger and Its Importance in the Hospitality Industry

07 Nov 2018 in

It is amazing that a social networking site that was originally created for college students is now the most prominent social site used to connect and share with family and friends online. What’s more amazing is its broad use across generational lines. While young adults led the way as early social media adopters, usage by older adults has increased over time.

Keeping an Eye on Airbnb

12 Sep 2018 in

When I heard the recent announcement by Marriott International CEO Arne Sorenson regarding their PILOT in London with Tribute Portfolio Homes offering private accommodations as direct competition against Airbnb, my first thought was why? Why get involved with an “extended stay” product when Marriott already has strong brands such as Residence Inn, Towne

Challenges in the World of Dark Social

11 Sep 2018 in

As if calculating the ROI of digital marketing wasn’t complicated enough! Time and effort is spent crafting creative ideas to capture an audience and to convert that audience to loyal guests who then become impassioned cheerleaders. Now research shows that “Dark Social” can muddy up measurements and make it even more difficult to make appropriate decisions when allocating advertising dollars.

Who Owns Guest Feedback?

28 Aug 2018 in

It wasn’t very long after reviews became the ultimate influence in decision-making for shoppers of products or services that it became a part of our Hospitality industry.

Best Practices for Managing Your Online Hotel Reviews

13 Nov 2017 in

As you’re setting your goals for the upcoming year, an important element to consider is how you will manage your guest reviews and satisfaction surveys. A first step is to take an honest assessment of how your reviews are being managed now. Are you simply meeting your brand’s compliance or is there room for improvement when it comes to engaging with your guests online?

Be the Best in Your Competitive Set

How Guests Find Your Hotel and Other Consumer Insights

11 Sep 2017 in

Your guests have many paths to find your hotel. The growth of online visibility has created an entirely new avenue for guest service – online reputation management. And if you have not yet investigated how to manage your online reviews, we suggest you do so quickly because your guests are using them to make choices. Arm yourself with as much knowledge as possible and follow best practices as much as you can. 

It's budget planning time. How are your guest reviews being managed?

11 Sep 2017 in
It's that time again; business plans are upon us.  As you review your operational scorecard during your planning process, a key component to consider is how your guest reviews and satisfaction surveys are being managed. Are the responses to your guest feedback appropriate, authentic and timely, and within the parameters of brand standards? Will future guests have a positive perception of your hotel based on the responses to guest reviews they read online?