8 Ways to Improve Guest Satisfaction and Your Online Reputation
With endless travel booking options, enticing social media posts, and countless online reviews, guests have the pick of the litter and, therefore, increasingly high expectations of lodging providers. Focusing on offering next-level service and boosting your property’s online reputation is your key to standing out from your competitors and maintaining customer loyalty. 1. Gather and […]
The CLV Golden Ticket: Identify, Attract & Retain Your Most Valuable Guests
Digital ads, social media, website, email campaigns…hoteliers do (and spend) a lot to attract guests. Add in OTA commissions, transaction fees, and even your marketing personnel and your Customer Acquisition Costs (CAC) could go through the roof. The importance of enticing guests to return cannot be overstated, given that customer retention costs less than acquisition—in […]
7 Common Guest Anxieties and How to Address Them
Booking a hotel can make guests anxious. It’s a risk, and they want to be sure that your property is the best choice. There are a myriad of nagging doubts to worry them, from getting lost to forgetting something. Here’s how to resolve those doubts and reassure your guests that you have everything in hand. […]
Hotel Customer Service Tips to Boost Loyalty and Revenue
Customer service is crucial to the guest experience and your bottom line. But it isn’t only about what happens at the front desk. Customer service is about how quickly and effectively any requests or issues are resolved, whether they are expressed in person, by phone, or online. It’s about anticipating your customers’ needs throughout the […]
6 Tips for Doing Social Customer Service Right
Great customer service has always been (and always will be) synonymous with the hospitality industry. But the approach to delivering customer service is evolving; great customer service has become synonymous with social customer service—providing customer care through your social media channels. Online reputation and social media are now inextricably tied to attracting new guests and […]
Data Power! How to Use Your PMS to Drive Bookings
Marketing efforts are usually front of mind when it comes to boosting bookings, but what’s behind a good marketing strategy? In more ways than one, your property management system (PMS) is at the heart of driving reservations—not just managing them. We’re not only talking about decreasing rates when occupancy is low; the secret to generating […]
How to Create a Digital Guide for Your Hotel Guests
One way to appeal to modern travelers and give your property an edge over the competition is to offer a digital guide for your hotel guests. Digital guides can be created within guest apps provided by guest engagement platforms like Operto, Duve, and Akia, curated to present house manuals, amenities, local recommendations, and more to […]
5 Tips to Perfect the Guest Experience at Your Hotel
***Guest post from Duve, a WebRezPro partner*** When it comes to running a successful hotel, providing an exceptional guest experience should always be a top priority. Happy guests are more likely to return and recommend your establishment to others, which can significantly boost your business. To help you achieve this goal, we’ve compiled five valuable tips […]
How to Create a Niche Luxury Hotel Experience
Even with post-pandemic uncertainty, plenty of people look to experience the high life when they travel…and they’re willing to pay for it. The luxury travel market is expected to more than double from $638.2 billion in 2021 to $1650.5 billion in 2031. From Rodin-inspired pastries to 24-karat gold facial masks, here’s how to attract these […]
How to Compose the Perfect Hotel Booking Confirmation Email
Your booking confirmation email lets guests know you’ve received their booking, have all their details correct, and that there will be a place for them when they arrive. It’s that little bit of reassurance they need that everything went smoothly. But booking confirmation emails do more than simply confirm a guest’s booking. It’s your first […]
Travel Trends and Guest Expectations by Generation
It’s a tall order to find common ground in a group of people born between 1946 and 2012. Spanning four generations, Baby Boomers, Gen X, Gen Y/Millennials, and Gen Z play influential roles in shaping the travel industry for different reasons. Much of what you do to target a specific generation will invariably appeal to […]
9 Great Guest Activities Any Hotel Can Offer
One of the best ways to boost your hotel’s bottom line is to offer activity packages and add-ons. Not only do they provide an opportunity to increase your TRevPar, they give guests more of an experience at your hotel. People have returned to travel in droves, but today’s guests don’t just want a place to […]
Service Recovery Tips for Independent Hoteliers
“You can’t win an argument. If you lose it, you lose it; and if you win it, you lose it.” – Dale Carnegie Have you ever encountered an unsatisfied guest? Let’s not dwell on that question because, the truth is, virtually every hotel has received complaints at some point. However, adopting a defeatist or a […]
Happy Employees = Happy Guests: How to Increase Staff Engagement
While the pandemic may be winding down, and people no longer swarm the toilet paper aisle, labor shortage is still a significant challenge for lodging operations. According to the American Hotel & Lodging Association (AHLA), 85 percent of its member hotels remain understaffed. And without staff, there is no hotel. Technology can increase efficiency so […]
9 Ways to Keep Guests Safe at Your Hotel
Safety issues are a surefire way to bring in bad reviews, and if you’re really unlucky, end up on the news. If you endanger a guest, that supersedes everything else about the stay experience. No one cares how delicious your steak tartare is if it gives them food poisoning. They will care about the two […]
How to Help Your Hotel Guests Be Good Guests!
Every hotel has guests you remember with a wince, whether it’s because they called reception 15 times, hurled their keys at your head, or dumped their toddler at the front desk for free babysitting. Both the guest and staff experience depend on happy, satisfied guests. While some may be beyond help (you can offer a […]
An Independent Hotelier’s Guide to Reducing Waste
Travelers are increasingly conscious of their impact on both the destination they travel to and the planet as a whole. Moving to Mars isn’t an option (yet)! The impact of any given trip is significantly influenced by the accommodation chosen. According to a 2022 report, 46 percent of travelers chose to stay at a sustainable […]
How Hotels Use AI to Serve Guests Better
If you had mentioned Artificial Intelligence in relation to the hotel industry a few years ago, robots behind the front desk would likely come to mind. While 2020 saw the novelty of robot butlers, AI today is quite different—and astounding! Let’s define what AI is for hotels and explore how hotels can leverage it for […]
Boutique Hotel Trends to Watch
With travel demand, labor shortages, and operating expenses increasing simultaneously, it’s a challenge for independent hoteliers to uphold service standards while working harder than ever. Watching and implementing current hotel trends enables hoteliers to find new ways to streamline operations, even as they elevate guest experience and maximize profit. Read on for important boutique hotel […]
Big Advantages of Running a Small Hotel
Running a small operation amidst large chain hotels may seem daunting, but there are many advantages that set independent properties apart from the competition and appeal to today’s consumers. With greater flexibility to innovate and create and define their image, small and boutique hotels are an ideal traveler choice for excellent service and unique, memorable […]
The In-room Experience Guests Want
Gone are the days of pay-per-view movies and calling the front desk to adjust the thermostat (an annoying proposition even back in the 2000s). Modern guests look for a technologically advanced in-room experience that enables them to access additional amenities, make requests efficiently, and control more features of the room itself. Wi-Fi Who wants Wi-Fi? […]
How to Implement Guest Messaging at Your Hotel
There’s been a lot of chatter about guest messaging in the hotel industry lately. Everyone’s adopting mobile communication channels to better engage guests. It’s been happening since the pandemic forced us to avoid interacting with other people face to face. Momentum really picked up from there as hoteliers saw how quickly guests embraced text messaging […]
Getting to Know Your Guests: How to Gather Guest Data
In our digitally connected world, consumers expect increasingly personalized service from the businesses they choose to deal with—especially from those in the hospitality industry. To stand out in such a competitive market, hotels need to provide individually relevant (and therefore memorable) guest experiences, the key to which lies in guest data. Guest data has long […]
An Independent Hotelier’s Guide to Sleep Tourism
“I need a vacation from my vacation.” Hours of driving, flying, ferrying, and waiting in line. Days packed with exciting yet exhausting back-to-back activities. Sumptuous meals, drinks, and extended bedtimes. Sound familiar? In the past, going on holiday typically meant making the most of your time by participating in as many experiences as possible. Going […]
