Browsing: Hospitality & Guest Experience

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

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…

What are the best hotel amenities to offer your guests? The answer will depend entirely on who your guests are. Because apart from room quality and cleanliness, which are absolute musts for all types of travelers, guest expectations and needs can vary greatly. To meet them, you’ll need to identify the traveler types you’re attracting. We can help with that. Your Visitors’ Profile in your PRO package account will tell you if your trivago traveler audience is made up of business travelers, vacation travelers, or weekend travelers. These insights will help you understand the type of traveler interested in booking…

In the pursuit to provide the ultimate unique experience to travelers, hotel design has become a powerful instrument of differentiation. Because for guests, choosing the ideal hotel now involves identifying the ideal hotel room. And a hotel room that stands out for its unique aesthetic appeal will have a far better chance of resonating with the guest, both when they view photos of the room online and when they see it in person. As a result, cookie-cutter hotel rooms are swiftly falling out of style and out of demand. In updating the nondescript, generic designs that had made their rooms…

Guest expectations are a moving target. To be able to meet them, let alone exceed them, hoteliers and all accommodation providers must always be innovating their offerings and updating their services. And yes, some hotel updates require months to complete and come at steep prices. But there are also always fast fixes that can take a hotel a long way on a tight budget. So even if you’re not currently able to redo all the bathrooms, for example, it’s still a good idea to do whatever you can now, today, to increase the perceived value of a stay at your property.…

“Luxury has to redefine itself to stay relevant. By 2022, two-thirds of luxury hospitality will be experience based.” This forward-looking statement, given by the president of the International Luxury Hotel Association (ILHA), Barak Hirschowitz, and published in ITB’s 2017/2018 trend report, speaks to a major transformation in what we know as luxury hospitality. Today’s affluent consumers, especially those belonging to the millennial generation, are “global, digital, and discerning,” says Hirschowitz. Instead of products, these hotel guests are looking for memorable moments, experiences that are, among other things, unique and exclusive. While this shift may pressure luxury brands to innovate their…

Is a loyal hotel guest more valuable than a first-time hotel guest? Tricky question. The inherent rules of hospitality would say no: All guests are equally valuable to the hotel. But what do the economics of loyalty say? The economics of loyalty Retaining existing customers costs less — and has higher profit margins — than attracting new customers. An article published in Harvard Business Review, while conceding variation across different industries, pointed out that “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” Research done by net-promoter-score inventor Frederick Reichheld of…