培训动态Understanding the path to booking for most traveler shoppers can be very complex especially when it comes to different devices. The path to booking will vary depending on the device a traveler is using and which search engines, OTA or meta search sites they are searching from. It is imperative that hoteliers be aware that consumer behavior shifts from one device to another and from one site to another.Hotel Experience Innovation with Selfie PackagesOnce the key cards are picked up and the concierge tells you what time breakfast is, the hotel check-in process is complete. But before going to find out how fluffy the pillows are or how big the pool is, guests can’t forget to take a selfie to document their arrival for friends and family back home. Hotels around the world now offer “selfie vacation” packages aimed at getting guests to snap as many photos of themselves as possible, and the hotels get free advertising for destinations in the process. In an effort to garner收藏，积累 free publicity from guests and to enhance their stays, some hotels now give official advice on where to take the best selfies and have contests enticing guests to post their best selfies and win a free stay. The Mandarin Oriental Paris offers the “Selfies in Paris” package, which includes a Mercedes Classe E with driver at the guests’ disposal for three hours, free Wi-Fi in the car and hotel room, and a list of the best selfie spots in Paris. Guests can also win a free one-night stay by tagging the hotel in selfies that they post to social media sites.Customer service is an internal and integral part of the processes of each hotel. If there's any place where customers are likely to be paying attention to the type of service they receive, it's within the hospitality industry. A job as a hospitality service provider is to maintain customer happiness and satisfaction. Keep your customers at the forefront of your operational plans to hold your hospitality business afloat.
2014-08-27Travel review sites and OTAs are proven reservation-generating resources and while you cannot risk breaking away completely from them, the art lies in using OTAs as one-time cost of acquiring customers and then getting repeat business via direct bookings.
2014-08-26Smartphones (and tablets) play a significant role during each stage of the guest experience. Guests use their phones to research and book their hotel rooms online, to navigate the neighborhood surrounding the hotel, and even to write and post online reviews about their stay.In today’s social-media driven climate of online reviews, guest expectation and online reputation management is fast becoming critical to getting more positive reviews.