Browsing: Hospitality & Guest Experience

Get all the latest tips, tricks, and techniques for honing your hospitality and providing an exceptional guest experience.

Whether through story or song, print or digital, words in language have the power to trigger human emotion. In fact, there are 27 distinct categories, according to a report published in the Proceedings of the National Academy of Sciences. So, if the words in your trivago description (and on your hotel website) spark interest and excitement in travelers who share your native language, why not stir those same emotions in international travelers, too? After all, they’re essential to your business, as well. As a leading global hotel metasearch, trivago is the starting point for millions of travelers to find their…

All great guest experiences start with a great first impression. The Wall Street Journal, while talking about hotels’ efforts to make a good first impression, remarks, “hotels want to dazzle guests during the first, crucial 15 minutes of their stay.” However, it isn’t always easy to engage, let alone dazzle the digital generation of today as soon as they interact with a brand physically or virtually. Tech-savvy travelers expect seamless and personalized digital guest experiences nowadays. After all, 93 percent of travelers prefer travel brands with technology that simplifies travel. But this isn’t enough. Their digital experiences should be seamlessly…

Although millennials aren’t the core customer group of airlines, hotels, and travel companies today, it’s going to change very soon. BCG in its study, Traveling with Millennials, claims that millennials or Gen Y will be the core customer group for hotels in coming years, when they enter their peak earning, spending, and traveling years. One of the major reasons fueling this trend is Fear Of Missing Out (FOMO) in today’s digital age. According to CNBC, “A lot of millennials’ motivation (for travel) has to do with distributing photos of themselves on social media.” Therefore, traveling these days isn’t a luxury…

Personalization is a hot topic in today’s hospitality world and professionals around the globe agree that it isn’t a perk anymore; it’s an imperative. Therefore, hoteliers need to fine-tune their customer experience strategies to ensure an unforgettable and customized hotel experience for their guests. Highlighting the benefit of personalization in the hotel industry, IBM, in its report, Hotel 2020: The personalization paradox, concludes, “Gaining a better understanding of customer needs and preferences – or guest intimacy – can enable the delivery of personalized services that will help increase customer satisfaction, lower service costs, and improve guest loyalty. Ultimately, personalization can…

In today’s digital world, your online presence and reputation decide the success of your business. And this is why maintaining a strong online reputation is a constant endeavor for every business. This is especially true for businesses in the customer-facing hospitality industry. In this post, we tell you why online reviews are important and why you should answer to each one of the online reviews, whether positive or negative. We also show you how to deal with sensitive issues in order to turn a negative review into a positive opportunity. Why online reviews are important Reviews are an important source…

With the advent of technology and ever-rising competition in the hotel industry, the next-generation hotel guests demand frictionless stays, wherein their needs and requirements are anticipated and taken care of automatically by the hotels. Thus, as a hotelier or an accommodation provider, it is imperative for you to fine-tune your digital strategies to deliver a hyper-personalized and seamless experience to your guests. This will not only help you drive loyalty but will also ensure escalation of repeat business. The Boston Consulting Group(1) notes, “Personalization is not a perk – it is an imperative. Brands that create personalized experiences by integrating advanced…

If your property is typically vacant Monday to Friday, you may want to seriously consider catering to the accommodation needs of today’s business travelers. This guest segment makes up a significant chunk of the hospitality industry’s valuation — exclusive data from trivago has revealed that 43% of travelers are booking hotel stays for trips that occur during the workweek. What’s more, the business of hosting business travelers is becoming increasingly lucrative. According to The 2018 Skift Global Business Traveller Report, the sector is estimated to reach $1.6 trillion by 2020. To win their business, let business travelers know you have…

The wedding industry is big business — worth a staggering $72 billion in the US alone, according to IBISWorld. There, couples spend on average between $12,343 and $14,006 on just their venue (in many cases, a hotel). And then there’s the revenue coming from guests staying at the hotel, which, even with discounted room blocks, represents a profit to the property. What is especially exciting about this lucrative niche market is that it’s no longer an exclusive one; even the smaller, independent properties now have a chance to break into the wedding hospitality industry. Interested? Here are five ways to…

Enhancing the guest experience and increasing revenue: two top priorities for many hotels and other accommodation providers. The good news is that they don’t necessarily have to be mutually exclusive activities. In fact, hoteliers don’t necessarily even have to choose which to focus on first. Because one of the most effective revenue boosters for properties today is also a significant guest-experience enhancer — and it doesn’t require a great deal of extra time or effort to pull off. We’re talking about selling local experiences to guests. Here’s a look at why it works and how it’s done. Why selling local…

There are now vast volumes of personal data shared online. E-commerce and social media are fueling the personalization of technology and customer service. As a result, customer privacy, transparency, and data protection have become critical topics in industries across the board — including hospitality. What do hotels and other accommodation providers need to know about privacy data protection? What do two new pieces of related legislation, namely the GDPR and CCPA, mean to their businesses? And what practical steps can properties take to improve their data and privacy protection — and improve their brand reputation in the process? Read on…

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