3 Easy-to-Manage Guest Services That Can Boost Revenue
Jos Schapp | July 26, 2021
By Jos Schaap Hotels have lost several months of revenue; the rebound is slower than initially expected and increasing the average daily rate (ADR) is a common challenge. So, there is heightened awareness in our industry on just how important it is to make the most of every booking. At ROOMDEX, we’ve been talking a lot about the revenue lift from automated room upgrade sales. But we don’t want you to leave any money on the table, so today we look at 3 guest services that can be offered and booked through automation and which will help support your revenue recovery efforts. Everyday guest services that can boost revenue Pandemic o...
As Demand Returns for Groups and Events, Let’s Not Slip Back Into “Order-Taking”
Doug Kennedy | July 20, 2021
By Doug Kennedy Based on the conversations I’m having with clients and contacts it seems that demand for groups and events is coming quicker than expected. At most hotels, salespeople have either been recalled from furlough or from helping to cover hotel operations. As they return to their old “chairs,” this is a great time for leaders to set new goals and/or for self-motivated sales supernovas to create new habits for themselves. Although the number of leads is significantly higher than it was a year ago, demand is still not where it once was, so this is a wonderful time to establish new sales habits. As my frequent readers know,...
Top 10 Global Spa Trends for 2021 Designed to Heal Mind, Body & Soul
Louis de Vilmorin | July 19, 2021
By Louis de Vilmorin, C.V.Wijeratne The wellness industry is transforming into a booming trillion dollar market with plenty of potential for new entrants in the sector, be it new products or services. EHL has compiled a list of the top 10 global spa trends for 2021. The spa experience is no longer simply about pampering; spas are now required to offer an extensive menu of healing therapies for the mind, body and soul. The COVID impact on the Wellness Industry and Spa Trends in 2021 Today, spas may answer most of the desires of an older generation expecting to be offered additional pampering services or a health &a...
Research Reveals Effective Social Media Crisis Communication Strategies During COVID-19 Pandemic
Linchi Kwok | July 15, 2021
By Linchi Kwok The COVID-19 pandemic is a once-in-a-generation crisis with lasting economic and societal consequences. Crises and disasters often bring unpredictable catastrophic changes to the market. Yet, effective management of a crisis can help businesses reduce the event's negative impacts and shorten the recovery time. As the global economy begins to recover, businesses are making changes to adapt to the post-pandemic world. For example, more companies now let employees work from home permanently. When people work remotely and classes are taught online, social media plays an even more critical role in crisis communicatio...
Customer Service Versus Customer Experience … What’s the Difference?
Shep Hyken | July 15, 2021
By Shep Hyken It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience. It offered games and puzzles on its website. The prize for winning the game or solving the puzzle was in the form of discounts. That’s a great – and even fun – experience, but there is much more to it tha...
Hospitality Financial Leadership: How to Prepare the Annual Budget in 1 Hour
David Lund | July 12, 2021
By David Lund Over the many years I have worked in hotels, I have had the pleasure of working with some exceptionally fine and talented individuals. This story is about one GM and his penchant for simplicity. When he suggested that I prepare the annual budget on one sheet of paper and have it ready to review for the next day I thought he was off his rocker. What I learned was the power of removing the seemingly complex and replacing it with a clear vision. It was late in the day and we had just finished our weekly executive committee meeting which was always an opportunity for some calamity and drama. But alas today i...
5 Tips to Outsmart Competition in the Post-COVID Hotel Market
Matthieu Mauguin | July 9, 2021
By Matthieu Mauguin As travel slowly begins to recover, a renewed hospitality market is emerging. Most notably, travellers’ behaviour has been drastically affected by the pandemic, which is bound to impact the way hotels envision their acquisition strategy for years to come. Properly handling this radical shift in the market is no small task and will require hotels to demonstrate both long-term foresight and impeccable execution to thrive. Moreover, we can expect the post-COVID hospitality industry to grow increasingly competitive. Indeed, the lengthy period of lockdown, during which hotels saw very little to no commercial activity, g...
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3 Easy-to-Manage Guest Services That Can Boost Revenue
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