Marketing & Guest Loyalty

Find out what the leading the hotel tech providers & advisors have to say about marketing tactics & tools for commercial success.


The Three N’s of Employee Fulfillment

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation, which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service.

3 Ways to Drive Your Hotel’s Recovery in 2022 with TravelAds Sponsored Listings

20 months after the world first shut down due to COVID-19, the hospitality industry is looking for ways to continue their path to recovery. Traveler behavior has been unpredictable and hotel occupancy rates have fluctuated: emerging variants, changing government regulations, and inconsistent vaccine availability have all had their impact. But there is hope on the horizon. While we’ve yet to see 2019 levels, Expedia Group’s first-party data suggests that travelers are willing and eager to travel – whether it’s to see loved ones, business colleagues, or to simply satisfy their wanderlust.

The Digital Transformation of Hospitality: Why the Right Technology is the Bedrock of Great Guest Service

What is the bedrock of great service? This is a question that any service provider should be well equipped to answer, but there is, perhaps, no industry more deeply rooted in the art of service than hospitality. Hotel and travel brands are, after all, in the business of experience; specifically, experience as a service, and today’s guest expects best-in-class service at every turn. So, let me ask you again, hoteliers: what is the bedrock of great guest service? The answer, if you ask me, is quite simple: technology.

Feedback Bribery

To what extent will a company go to try to get customer feedback? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results?

An Introduction to Hotel Benchmarking

Perhaps you’ve heard about hotel benchmarking but are not quite sure where to start. How do you define a compset? What kind of metrics can you compare? How should you go about interpreting the results? We’re going to dig a little deeper into all of these points but first, let’s think about why benchmarking your hotel’s performance makes a lot of sense.

Q3 Travel Recovery Trend Report: The Highlights Analyzed

Expedia Group Media Solutions recently published the Travel Recovery Trend Report for Q3, which details many of the latest insights on the industry’s continued rebound from the pandemic, as identified in Expedia Group’s exclusive first-party data. Here, Richard Kocher, who leads Media Solutions’s data insights and planning team, gives his expert take on these latest findings and looks ahead into Q4 and beyond.

How Technology can support Changes in Hotel Guest Expectations

Guest expectations have evolved in recent years especially during the pandemic. The right technology – specifically, a Central Data Management (CDM) system built around a centralized guest profile – can enable hotels to meet these.

5 Common Problems in the Hotel Industry that Frustrate Guests

Guests need to be informed of hotel measures and procedures well before their arrival. They should be given this information without having to seek it out themselves, and via the channel that suits them best.

GHA DISCOVERY launches DISCOVERY Dollars

The countdown has begun as we approach our big relaunch of GHA DISCOVERY in early December! Though there is a multitude of changes across the programme, the most considerable enhancement is our new reward offering – DISCOVERY Dollars (D$) – the first of its kind digital rewards currency, which is accepted as a payment method for pretty much everything across our hotels.

End-Of-Year Hotel Bookings Spike As Holiday Plans Take Shape

A further easing of restrictions over the past month has allowed confidence to build, as travellers prepare for a holiday season away from home. Currently, the World Hotel Index shows us that an average of more than 1-in-5 existing hotel bookings globally are for the three weeks leading up to year’s end, while an average of almost 10% of booked stays are due for arrival in the week around New Year’s Eve.

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