How to use negative reviews to effect positive change in your hotel

Reviews on websites are more and more popular.

Hoteliers should now take into account this phenomenon very seriously.

As Hotel manager, we need to know exactly what people thaught and think about our service.

The article highlights how to take advantage with a negative review.

Link to the text!

Today 7% of hoteliers only give a response to a negative comment on the web.

To me each negative review is a chance to improve our service. 

As you could see during your past experiences, if a guest was complaining about a problem that he encountered, and if you managed to repare the problem, did the guest weren't more satisfied?

Indeed, a problem taken into account can give the best publicity to our Hotel.

We know that clients are sensitive to any resolution problem. And this action will be relayed to other customers. 

To me it's the opportunity to keep our clientele and to win a new one...

Comparison between 2 hotel Websites

Comparison between 2 hotels sites

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"Do OTA's Have a future?"

"Google’s acquisition of ITA Software will create a new, easier way for users to find better flight information online, which should encourage more users to make their flight purchases online."

To understand how it will impact the OTA's, you can see the video under this message.

The article deals with the future of distribution on Airlines, Operators, Hotels and Agencies. If Google succeeds with his new ideas, it will surely affects website like Kayak, Expedia...

During the round table organised by IBM and SAS, the managers of several brands were discussing about this challenge!

So, How can we fix this future problem?

By implying more closely suppliers and consumers on new technologies.
Today, the relation between consumers and suppliers needs to be founded on trust. Suppliers may give to consumers an excellent online user experience.
They also have to give surely the best price and the best product on the market. And the client has to be sure of that. If not, you can give him a huge feeling of frustration unforgivable.
It's also a business where you need to listen people.

I am sure that OTA's will have difficulties to challenge Google. Loyalty program, discounts... are not enough today to rich this goal.
They have to build brand trust. They don't have to sell only a product, but a service!
It will make the difference between all these competitors.

http://www.hotelmarketing.com/index.php/content/article/do_otas_have_a_future/

Google's Acquisition of ITA Software

Finding "Le Raphael" with Google

Find an hotel (digimarketing)

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Food and Beverage Manager

http://www.ihgplc.com/index.asp?jobfield=200000035&location=198160120548&keyword=Manager&pageid=430

Responsability:
- In charge of all the outlets of an hotel and their employees.

Skills:
- Very good knowledge on Food and Beverage products
- Good relationship with clients and employees
- 5 years experience in the F&B department
- Good knowledge on computer materials
- Good leader
- Good communicator

Mission:
- Must maintain standards procedures and create new standards
- Must respect food and bev cost
- Inspect all the outlets
- Take care of equipments
- Develop the F&B department regarding to the hotel direction

"Pricing for profit in the hotel industry"

http://www.hotelmarketing.com/index.php/content/article/pricing_for_profit_in_the_hotel_industry/

The article highlights the evolving role of the revenue manager of a hotel and his impact on the revenue.
Today, Hotels must be profitable.
Price and rate management rapidly change.
The emergence of internet gives to revenue managers a responsiveness regarding the "rate management".
Today, online distribution channel dominates the landscape. Now our customers have acces to rates information. This access will affect every decision of the revenue manager. A bad price management may loose customers.
He will need to be focused on competitors rates all the time.
A good rate management is the possibility to keep our client segmentation and our margins regarding to competitors.
Revenue manager appears 10 years ago, first in airlines companies. To me, this function is one of the most important in a hotel today. A revenue Manager will optimize our sales constantly. And with multiple analysis methods, he will give to the hotel the best optimization on rooms sales.
Internet gives to customers every information about rates and quality, but it can be used also by hoteliers to attract them with  a proper marketing strategy. It's a two way deal...