Tag Archives: Hotel News Now

by | July 30, 2014 · 8:38 am

Hospitality Industry Management Update: “8 Ways to Improve Guest Satisfaction”

“…The days are gone, Craig said, when travelers respond to “fantasy photos and fairy-tale descriptions on a website.Happy travelers If you don’t deliver on your promises, guests will be disappointed and that leads to backlash…it doesn’t matter whether operating a 2-star, 3-star or 5-star star hotel, it’s important to strive to exceed expectations. He said all guests arrive with expectations, so operators have a choice…”

An organized and diligent approach to the management of social media and online reputation is a sure way to improve a hotel’s guest satisfaction scores, speakers said Tuesday during a webinar.

“We have very discerning guests with high expectations, so online reputation management is very important in the luxury hotel segment in which we operate,” said Anna Kavelmann, corporate coordinator of digital strategy for Geneva-based Kempinski Hotels, during a webinar titled “Guest satisfaction: 8 best practices,” hosted by ReviewPro.

For more: http://bit.ly/1AyPphH

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by | June 25, 2014 · 9:21 am

Hospitality Industry Management Update: “Should You Use Internal or External PR Staff?”

“…But in certain situations, outside agencies can bring their own set of attributes, including: a fresh, “out-of-the-box” perspective;Meeting specialized expertise on such issues as brand/property marketing or positioning, big events, labor relations, financial communications and crisis work; digital/social media; specific media contacts; and arms-and-legs support for internal staff. Additionally, from a cost standpoint, you can turn the faucet on and off as needed…”

When tackling a public relations issue (positive or negative), be it at the property or at a corporate level, the factor to be weighed most carefully and objectively is the understanding as to what resources are at your disposal and how they should be utilized.

Generally speaking, the most important decision is whether to use internal PR staff (to the extent it exists) or an outside PR firm. There is no one right answer, but this large and potentially expensive decision does require several factors to be carefully considered.

For more: http://bit.ly/1lTAd9H

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by | June 12, 2014 · 8:24 am

Hospitality Industry Risk Update: “Hospitality’s Fight Against Human Trafficking”

“…While the $32-billion human trafficking industry is on the rise, now the hospitality industry must take steps.gavel (1) With leaders like Nelson, the hospitality industry is just starting to push back, which means traffickers are going to hit obstacles never seen before. We cannot just rely on the strength of victims and the federal government to fight alone. All of us have a responsibility to stop the epidemic in our country…”

The hospitality businesses, especially hotels and restaurants, have become a harbor for human trafficking in the United States. Human trafficking comes in two forms: commercial sex trafficking and forced labor trafficking. Victims can be domestic or international. Whether it is commercial sex trafficking victims being moved through motels, or subcontracted foreign labor utilized in restaurants or hotels, traffickers have identified the hospitality industry as a vehicle for modern-day slavery.

For more: http://bit.ly/1hMzfem

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by | April 15, 2014 · 8:34 am

Hospitality Industry Technology Update: “Tiered Wi-Fi Emerges as New Industry Model”

“…major hotel companies that have offered free Wi-Fi for several years at limited- and select-service brands have recognized that free basic Wi-Fi is indeed now a consumer expectation. Wifi In response, they have begun developing tiered offerings that satisfy customer demands while also leaving open the possibility of revenue for premium service….” 

After seeing complimentary Wi-Fi service become ubiquitous at limited- and select-service hotels, owner-operators of full-service properties are now facing growing pressures from consumers and brands to provide a tiered program that features free, property-wide basic service while charging for premium broadband access.

 “What we’re seeing now is more brands responding to consumer demand, because there has been a clear indication from consumers that basic connectivity is something they now expect us to provide (at no cost),” said Bill DeForrest, president and CEO of Chicago-based Spire Hospitality, which manages 22 properties including two full-service hotels under the Hilton Hotels & Resorts brand.

For more: https://www.hotelnewsnow.com/Article/13509/Tiered-Wi-Fi-emerges-as-new-industry-model

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by | March 27, 2014 · 9:11 am

Hospitality Industry Technology Update: “Managing by Text: Using Tech in Back of House”

“…For many hotels, it starts on the guest services side. For example, guests who need assistance can send a text that will be routed directly to the appropriate department, such as engineering or roomservice.Image This simple interaction already removes a traditional element of hotel operations—the front desk—from the equation. From there is a progression for hoteliers to use similar methods to communicate internally among staffers…”

Hoteliers are increasingly using electronic formats such as text, email and FaceTime for back-of-house communications, and are finding the strategy is both highly effective and cost-efficient. Just like in the front of the house, where guests increasingly rely on phones and handhelds while traveling, mobile devices are now becoming critical for back-of-house operations, according to sources.

With cellphones essentially ubiquitous and younger staffers particularly reliant on them, many hoteliers are smartly tapping into this technology base to replace outdated procedures, reshaping everything from staff meetings to service calls.

For more: https://www.hotelnewsnow.com/Article/13408/Managing-by-text-Using-tech-in-back-of-house

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by | March 19, 2014 · 8:45 am

Hospitality Industry Social Media Update: “10 Social Media Strategies For 2014”

“…Marketers can’t simply create a Google+ account and be done with it, however, she said. Similar to Facebook or Twitter, the platform needs a constant stream of fresh contentImage…Online marketing should be as transparent as possible, Gutman said. Better to be honest and upfront than to fool guests at point of purchase and have them tweet their discontent when they arrive on property…”

GLOBAL REPORT—With the new year comes new strategies, and the evolving arena of social media is no different.

 The ultimate goals of those strategies, however, remains the same, said Daniel Edward Craig, founder of online reputation management firm Reknown and moderator of the webinar “Top social media strategies for 2014,” hosted by ReviewPro.

The first of those objectives is to increase brand awareness. The second is to enhance guest satisfaction. Last but not least is to drive revenue.

To help hoteliers reach them, Craig and his panel shared 10 social media strategies to adopt in 2014.

For more: http://www.hotelnewsnow.com/Article/12811/10-social-media-strategies-for-2014

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