In this article, we share a hotel customer journey map of 8 stages, detailing every point of contact that impacts the guest experience The hotel guest experience journey covers every point of contact that a guest has with your business.  From hearing or reading about your accommodation, to staying at your property, to checking-out and […]

Key hotel direct booking strategies and tactics In this guide, we focus on expert insights and practical strategies to increase direct hotel bookings. The less you pay to acquire new customers, the better the profit margin for your hotel. Let’s get started. Gone are the days when the only way to book a hotel room […]

YES, phones still matter! If service and sales still matter, then the phones still matter too. After all, ours is the business of hospitality. And the definition of hospitality is generous and friendly treatment of visitors and guests, and a hospitable welcome… and in my opinion that starts at the first point of contact in […]

From strategy, to software, to start-up costs: everything a new hotel owner needs to know In this guide, we deep dive into how to start a hotel business with step-by-step instructions and actionable tips. Whether you’re new to the hotel game or looking to grow your existing premises – here’s how to run a successful […]

Preparing your property to sell, & handing it over in a seamless, stress-free process Deciding to sell a hotel can be a daunting task. The process holds a lot of weight, because not only will you be closing a chapter in your career, and saying goodbye to a business you worked hard to grow – […]

Did you know that your positioning on Google determines your consumer reach? Think back to the last time you searched something in Google – how far did you scroll? It’s almost certain that you didn’t make it past the first page of results.  In fact, you might’ve only made it half way down the page. […]

TripAdvisor reviews have the power to make or break a guests decision to stay with you For years, TripAdvisor has held significant weight in the tourism and hospitality industries. Almost every hotel and tourism operator in the world is listed on TripAdvisor (and if they’re not, they should be). But how did TripAdvisor become so […]

Why hotel spreadsheets are an inefficient way to run your accommodation business 50 years ago, handwritten reservations and bookkeeping was the most efficient way to run an accommodation business.  Soon after came the hotel spreadsheet. While it became significantly more efficient in saving paper and having the option to store data electronically – hotel spreadsheets […]

The holiday season is upon us! It’s time to light the Christmas tree and bring out the tinsel, because your guests will be arriving soon,  and you want your hotel to be extra special. The festive period is a time for giving, spending quality time with loved ones and creating unforgettable memories. When it comes […]

Traditional and electronic word of mouth in hospitality and tourism management WOM refers to ‘word of mouth’ – a classic, yet impactful element in your marketing mix What is it? The things your customers say about you (good and bad). Why is it important? Because customers trust other customers. The customer voice is a powerful […]

How to price hotel rooms with fresh, innovative strategies As a hotelier, you have a number of goals and tasks running through your mind on a daily basis – hotel revenue, occupancy rates, guest satisfaction – the list goes on. Running a hotel entails a comprehensive set of strategies and tasks, needed to: Where do […]

Long ago were the days that we hand wrote guest arrival dates and details – even the excel sheet is slowly becoming obsolete for hoteliers. It’s the year 2020…and how many films have you seen exploring the notion of automation? We may not be driving hover cars, or own hologram computers (though they’re in the […]