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Editorial Team

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  • 4 min

The Keys to Successfully Positioning Your Hotel Brand

🏨 A 2018 Cornell University study highlights that a hotel's brand significantly impacts its reputation more than star classification or chain scale. Consistency in guest experience is key to building brand trust and loyalty, with positive reviews on platforms like TripAdvisor boosting a hotel's market share. Negative feedback, when managed well using Reputation Management Software, can turn into improved service. The Library Hotel Collection exemplifies success through top TripAdvisor rankings, achieved by prioritizing guest happiness and encouraging online sharing of positive experiences. Hotels that prompt guests to review their stay see a 4-6% higher rating than unprompted reviews. Brand strength, closely tied to guest satisfaction, is essential for long-term profitability and competitiveness.
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  • 4 min

Guidelines for Managing Guest Conflict and Preventing Negative Online Reviews

📌 Service industry employees face the challenge of guest conflict which can escalate into damaging online reviews. Six guidelines to prevent negative reviews and manage conflict include: managing expectations, being aware of triggers such as visual, verbal, and vocal cues, maintaining a positive attitude, understanding guests' desires (empathetic listening, sincere apologies, quick solutions, follow-up), supporting, training, and empowering staff to resolve issues, and performing temperature checks during the guest's stay for proactive engagement. Using Reputation Management Systems for real-time feedback can mitigate post-checkout negative reviews and turn dissatisfied guests into loyal advocates.
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  • 4 min

Post-Olympics Hospitality Insights: Pricing, Trends, and Guest Satisfaction from Paris 2024

🏆 In the lead-up to the Paris 2024 Olympics, mid-tier hotels overestimated demand, causing prices to drop from 530 euros to 274 euros. Short-term rentals doubled to nearly 170,000 units in Paris, impacting hotel pricing and increasing review volume by 90% from August 2023 to 2024. Despite high guest satisfaction, value for money was criticized in three- and four-star hotels due to inflated rates, and luxury hotels were admonished for hidden fees. Key takeaways for hoteliers include adopting a flexible, transparent pricing strategy and utilizing data-driven insights.
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  • 3 min

The RFP Process

📄 A Request for Proposal (RFP) is a key instrument for hotels to acquire services like Property Management Systems (PMS), functioning as both a document and a structured multi-step process for collecting and evaluating vendor information. It ensures a fair assessment by detailing the hotel's needs, comparing products, services, implementation, support, and pricing from different vendors. RFP formats vary, with text-style answers considered most informative for in-depth analysis. Standard RFP structure includes business details, functionality requirements, and future expectations. Supporting templates, such as an RFP Guide (PDF), Scorecard (Excel), and Template (Word) are available for download.
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