|By: Neil Salerno – January 2006
For many independent hotels, electronically generated sales are the only viable means to compete in today’s hotel business environment. Yet, there are still many independent hoteliers who think that volume electronic sales are out of reach, too costly or too complicated to implement.
Perhaps the most frequently asked question I hear is “I know about electronic sales, but where do I start?” Start with a commitment to do more than simply hire someone to design a web site. There are several elements involved to create and maintain a successful electronic sales program. The primary three are the Global Distribution System, the Internet, and third-party aggregators.
Hotel Web Site Basics Revisited
In the last few years, hotel web site design has matured tremendously. Gone are the days of web sites designed by the office techie, ad agency, or by some company picked out of the yellow pages. Knowledge of hotel marketing has become a necessary ingredient in the process.
We’ve learned that there are several important factors involved in the design of an effective and productive web site; knowledge of how search engines function; utilization of hotel marketing techniques in the overall design; the great importance of text content; and that flashy design may be pretty, but seldom works well on hotel sites.
In the past few years, we’ve learned that search engine optimization is worthless unless a site’s design has first been optimized. Please do not believe that hiring someone to perform search engine optimization, without first maximizing the functionality of your site, will do anything to help productivity. More people may find your site, but the primary goal is for them to make a reservation; not simply visit. Web site content is king.
Web site design optimization requires knowledge of how and why people choose hotels on the Internet; how visitors read and evaluate site data; the technical requirements necessary for search engines to find your web site; and ways to improve your chances of success against your competition set.
It’s not rocket science, but it does take some technical and marketing knowledge. Many owners and managers still judge their hotel’s web site by its aesthetic values instead of how well it functions. For those who are content with simply having an on-line brochure, instead of an online sales engine, sit-back, relax, stop reading, you won’t read anything helpful here.
Online Booking Engines
With the sophistication and affordability of today’s online booking engines, there is absolutely no excuse for not having one on your web site. Simply trying to impose your will on visitors to phone or email their reservation requests will not cause them to do so. The majority of online visitors want the gratification of making an online “real-time” reservation with an instant confirmation to complete the transaction.
I’ve heard all the typical excuses such as “we want to give people personalized service by making them call us” is hogwash. People who believe this simply don’t understand the online traveler. Will some visitors see your site and then call to make a reservation, sure, but how about the many visitors won’t?
Most people today don’t want to deal with busy phone lines, being placed immediately on hold or the dreaded unanswered call. Sending an emailed information sheet into never, never net-land has too much uncertainty for most people.
For those of you who are concerned about the expense, booking engines are very affordable. With most, the return-on-investment is only one or two reservations a month. Shop around for the best booking engine for your hotel. Some are better than others in function and use; some are better for International feeder markets than others.
Finally, take a lesson for the big-boy franchises, they all have booking engines.
Electronic marketing has evolved from a novelty, just a few years ago, into a necessity since the early days of the 90’s; especially for independent hotels. Its affordability and effectiveness compared to the marketing days of old make electronic marketing the best value of our time.
Franchised hotels have taken the GDS for granted, ever since most franchises began to deliver GDS production automatically through their reservation systems. Although production from GDS travel agents has been negatively impacted by the Internet, their potential production could help to supplement any hotel’s top-line.
The GDS is available through official GDS providers. You can find them on the Internet. Independent hotels need to take advantage of the Global Distribution System also for exposure to third-party business. Being online with the GDS automatically gets your hotel listed with third-party giants like Expedia, Travelocity, and Orbitz; powerful room producers.
First, put aside all those horrible stories you may have heard during the franchise-brand/third-party war of a couple of years ago. Those days are in the past. Third-party aggregators can produce valuable room nights and unprecedented world-wide exposure you could never obtain on your own.
Choose a partner among the top third-party aggregators and form a relationship. Some of them have special partner programs designed to pump needed business to your hotel. By managing rates and inventory, these marketers can provide your hotel with a base of business, which can enable you to leverage sales and increase your revenue-per-available room.
If no one on your staff knows how it works, get them educated by an expert. The return-on-your-investment can be huge. There are many knowledgeable hotel consultants who can coach your team in this invaluable market.
Hotel Revenue management has many faces. No matter how you apply it to your hotel, revenue management can reap great rewards, if done properly. The basic principle of revenue management is that your occupancy will consist of several layers or types of business. Creating the maximum or optimal mix of business for your hotel is the key to profitability.
We know that each type of business will produce varying levels of rates. Rack rate business, corporate travelers, motor coach business, leisure travelers, and others all have different levels of rate tolerance. Revenue management can maximize occupancy and average rate.
Creating a base of lower rated business will allow you to appropriately close lower rates as room supply diminishes and higher rates kick-in. Remember, average rate is not what you sell some rooms for; it’s what you sell all your rooms for. The goal is not 100% occupancy; the goal is to sell as many rooms as possible, at the highest rates possible.
The relationship between revenue management and electronic sales is obvious. Utilizing all forms of electronic sales can create that base of business which will allow you to get better rates from call-ins and walk-ins. Reach-out and take advantage of opportunity.
|Also See:||Some Hoteliers Still Don’t Recognize the Benefits Derived from Third-party Listings; Shame, Shame, Shame on You! / Neil Salerno / January 2006|
|Online Hotel Rating Sites Driving Anxiety into the Hearts of Many Hotel Managers / Neil Salerno / December 2005|
|Hotel Web Site Priorities –Some Do’s, Don’ts; Why the Heck Did You Do That? / Neil Salerno / November 2005|
|The Best Hotel Sales Director I Ever Met; What Do The Good Ones Have in Common? / Neil Salerno / November 2005|
|The Best Hotel General Manager I Ever Met / Neil Salerno / October 2005|
|What’s your eMarketing Proficiency? Using Electronic Marketing Tools / Neil Salerno / October 2005|
|When Times Get Tough…Get Tougher! Sell Harder Before You Cave-in on Rates / Neil Salerno / September 2005|
|The Web Site Conundrum…Are You Winning the Electronic Marketing Game? / Neil Salerno / August 2005|
|Lions and Tigers and Bears…Oh My; The Hotel Yellow Brick Road is Less Scary than It Used to Be / Neil Salerno / August 2005|
|Running Dry on Good Hotel Ideas? It’s not What You Know - It’s Who You Know / Neil Salerno / July 2005|
|Revenue Grabbing Tips for Independent Hotels; Start Thinking Like the Chains / Neil Salerno / July 2005|
|Hotel Web Basics That Really Work…Content is King / Neil Salerno / July 2005|
|Hotel Supplier Sites versus Online Travel Agents; The War Chronicles / Neil Salerno / June 2005|
|New Hotel Technology Surround Us; Yet Face-to-face Selling is Still Most Productive / Neil Salerno / June 2005|
|The Internet…The Great Equalizer For Independent Hotels / Neil Salerno / June 2005|
|Third-Party Booking Sites Still Dominate Internet Sales; Why Do So Many Consider this Bad? / Neil Salerno / April 2005|
|Now That Online Hotel Booking Is Here to Stay, New Challenges Emerge / Neil Salerno / April 2005|
|Independent Boutique Hotels Can Compete With their Big Box Neighbors / Neil Salerno / April 2005|
|Who Are Your Most Important Guests? We’ve Come a Long Way, Baby! / Neil Salerno / March 2005|
|New Consumer Hotel Booking Preferences - They Love the Internet…Now What? / Neil Salerno / March 2005|
|Who Would Have Thought - Today's Hotel Marketing Necessity Is Also its Best Value / March 2005|
|Time For a Hotel Web Site “Make-Over”? Methods for Building a Successful Web Site Change / Neil Salerno / March 2005|
|Create Impact by Developing a Link Strategy For Your Hotel Web Site / Neil Salerno / February 2005|
|Steps to Develop Your Hotel's Presence on the Web / Neil Salerno / February 2005|
|Five Hotel Internet Marketing Myths - Busted!/ Neil Salerno / January 2005|
|How Does Your Hotel Web Site Measure-Up? 2005 Will Be the Internet’s Most Productive Year so Far / Neil Salerno / January 2005|
|Are You Being Out-Hustled By Your Competition? How to Dominate Your Hotel's Market Set / Neil Salerno / December 2004|
|Why Are Some Hotel Companies Plagued By Management Turnover? Is This Systematic of Poor Performance? / Neil Salerno / December 2004|
|Basic Components of a Hotel Website: Current Weather, Flash Animation, and Virtual Tours?? Plain Talk About Internet Sales / Neil Salerno / February 2004|
|Don’t Compromise Your Goals In 2004; Five New Year’s Resolutions You Will Want To Keep / Neil Salerno / January 2004|
|No More Whining About Third-Party Suppliers; You Control Your Own Fate On The Net / Neil Salerno / December 2003|
|Six 'Maxi’s' Guaranteed To Boost Hotel Sales / Neil Salerno / November 2003|
|It’s Time To Take Back Control Of Rates & Rooms - But Is The Enemy...Us? / Neil Salerno / November 2003|
|Booking Engines Are Like A Box of Chocolates...You Never Know What You’re Gonna Get! / Neil Salerno / October 2003|
|Hotel Web Site & Search Engine Optimization; Always A Work In Progress / Neil L. Salerno / October 2003|
|Hotel Budgets and Marketing Plans; Oh No, Is It That Time Again? / Neil L. Salerno / September 2003|
|Increasing Hotel Internet Sales Is Not Rocket Science...And It Doesn’t Have To Be Costly Either / Neil L. Salerno / September 2003|
|Are You Treating Third Party eWholesalers As Competititon Or a Valuable Marketing Partner? / Neil L. Salerno / August 2003|
|How Often Have You Heard, 'I could have gotten a better rate but the client saw our rates on the Internet' ? It’s Time To Get Back To Selling Location, Facilities, and Services / Neil L. Salerno / August 2003|
|Before You Begin that Marketing Plan Challenge Your Sales Team; Expect More and Get More / Neil L. Salerno / July 2003|
|Jump Up and Shout Yes - Delivering Best Online Customer Experience, Nice Job Vividence! / Neil L. Salerno / July 2003|
|Is The Internet Delivering On Its Promise? Well, It Depends on How you Look at It / Neil L. Salerno / June 2003|
|Coaching and Mentoring, Sometimes A New Paradigm Can Go A Long Way / Neil L. Salerno / June 2003|
|Sales Training Works Well, But Sales Mentoring Makes It More Effective; Mentoring Lasts a Lifetime / Neil L. Salerno / May 2003|
|Is It Time For A Sales Tune-up? How Healthy Was Your Last Forecast? / Neil L. Salerno / May 2003|
|Hotel Web Sites; Want it Creative or Effective? / Neil L. Salerno / May 2003|
|If You Always Do What You Have Always Done.... You’ll Always Get What You Always Got! Hotelier’s Mantra... Thinking Outside The Box / Neil L. Salerno / April 2003|
|Good Sales Planning - The Basics Still Work / Neil L. Salerno / April 2003|