guest

The act of responding and connecting with guests online is defined as “social listening.” We can see how social listening is used by the hotel in each case

It was my friend’s birthday yesterday. To give him a surprise, I ordered a choco lava cake from a newly opened bakery in our vicinity. NB: This is an article […]

Managing a hotel requires visibility and insight into your operations from every angle. Understanding hotel metrics, and how to measure them, is key

By instilling a ‘never again’ mentality and starting from scratch, management can ensure that their reviews start heading in the right direction

Sentiment analysis applies natural language processing (NLP) and machine learning to detect, extract, and study customers’ perceptions about a service.

Different travel personas help hoteliers understand guests better, using this information to build better marketing strategies and improve the experience

Today, when hoteliers are doing more with fewer staff members and less resources, responding to reviews might seem like a nice-to-do versus a must-do task

Content which is engaging, interesting, and relevant to their values will resonate far more than generic marketing or sales messages

Creating, or updating, guest personas for your hotel may seem a daunting task. However, as with all successful strategies the devil is in the detail

Contrary to the prevailing thinking, guests are happy to pay for early check-in and late check-out. When done right, it is a great way to boost revenue