guest

Do you know what hotel customer service KPIs (key performance indicators) you should focus on to sell more rooms while providing service excellence?

Hoteliers are busy and reviews can pile up. Letting reviews go unanswered is not a good look and can impact your ability to attract new guests

Tracking your competitors’ reviews gives you more leverage. You can use your competitors’ reviews to see where your hotel you should be marketing more

When Genius members look for a property that is a Genius partner, that property will stand out, increasing the chances of the property getting booked

This scenario illustrates the difference between a traditional, points-based loyalty system and a rewards-based, instant gratification model

Add-on options are only found on your own website and once discovered you’ll find your guests want to book direct for this extra personalised service

Using guest data and creating a personalised journey for these guests, you can provide great customer service and improve overall impression of your hotel

As the digital evolution continues, lines between sales, marketing, and distribution blur. Technology plays a larger role in hotel distribution in China

Both new and returning guests are important to any hotel but what is the real difference? What values does each bring to your table?

Not every hotel marketing tactic or package will tickle your guests’ fancy, so you need to look at your guests’ online and direct feedback data