Browsing: Hospitality & Guest Experience

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

Know your guests How well do you know your guests? What about the travelers who could potentially become your guests? To optimise your hotel profile so it gets more visitors and drives more bookings, you need to know your audience—where they come from, why they’re traveling, how many nights they typically book. Because in the hotel industry, metasearch marketing is like fishing: you have to use the right bait. The Visitors’ Profile feature on the PRO package can tell you exactly what types of travelers are looking at your profile—so you know exactly what content will attract them most. If…

A surprise and delight approach to guest experience often has a bigger impact on reputation management than any other tactic. Why? Because it prompts others to speak on your behalf through glowing reviews. And, as we all know, word-of-mouth is the best form of advertising. In this article, I’ll explain what this really means and tell you how you can prompt guests to start talking about your hotel online because of it. Surprise and Delight defined   This is a term associated with going above and beyond the guest’s expectations. Its success lies in employing simple, yet heartfelt gestures that show how you, as a brand, truly…

A couple of weeks ago, I left office life behind for a few days to make the most of a long weekend. While in the land of pumpkin jam and port wine, I had the pleasure of staying at a breathtaking B&B—for the second time around. Nestled in the hillsides of Portugal’s renowned Douro Valley, the oldest commercial wine region in the world, this B&B is something to behold. The view, the wine, the architecture. It’s all very striking.  But there’s something even more notable about this hotel: the hospitality. Perhaps that’s just the effect Portugal and its people have on you.…

Think back to the last major purchase you made. Perhaps it was a camera or new mobile. Maybe even a new car. Whatever it was, you probably didn’t buy it without seeing what it looks like first, from every angle. Chances are also pretty good that the product promoted with the best images held your attention the longest, perhaps right into the final stages of the buying process. So why should it be any different when it comes to travelers searching for their next hotel stay? It isn’t. In fact, after location and price, photos play the largest role in…