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5 Easy Ways To Reduce Turnover At The Front Desk
How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls?
Founded in 1975, Bartell Hotels is one of San Diego's oldest and largest independent hotel companies with eight hotels, including six that are branded (from 4 different national brands) and two independents. Bartell Hotels ...
Model, mentor and measure: How to inspire employees
(Hospitality News Now, 2017-10-04)
To have a hotel staff that creates great guest experiences every day, managers and department heads need to understand it all starts with them. Most hospitality leaders I meet these days are well aware of the importance ...
A Perfect Front Desk Welcome!
(Hotel Online, 2017-11)
Is an ‘up’ market leading to mediocrity in hotel sales?
(Hospitality News Now, 2018-01)
As a hotel sales trainer, I often conduct pre-training sales assessments during which I dig deeper into the client’s hotel sales tracking processes and look for a) response times and b) personalization. More often than ...
Making the most of direct voice channels for booking
(Hospitality News Now, 2017-12-13)
Boosting direct bookings via voice channels can be as simple as encouraging more people to call, and as complicated as using the proper metrics for measuring results. Like most hotels, chances are your lodging operation ...
Sales leaders: Go beyond responding quickly to RFPs
Seems like every time I read conference rewinds and articles on Hotel News Now, the discussion turns to what is different about hotel sales these days and what leaders should be doing to adapt. It is good that most executive ...
“Heart Failure”: The Leading Cause Of Bad Reviews
When you read a cross-section of negative comments from online reviews and guest surveys, it's easy to recognize a common theme across all lodging operations: "Heart failure." More specifically, I am referring to the failure ...
The difference between rate maximization and upselling
(Hotel News Now, 2018-06-13)
Revenue managers should know the difference between maximizing rate and upselling, and be able to better explain it to owners.
How Much Does It Cost To Generate A Voice Reservations Inquiry? How Much Are You Investing In Properly Following-Up?
(Hospitality Net, 2018-03-06)
Despite that there is more information for guests to view online than ever before in the history of the lodging industry, the phones continue to ring in reservations offices and at the front desk. Simultaneously, hoteliers ...