"How to use negative reviews to effect positive change in your hotel"
This articles is more an article about advising people how to make positive changes into their hotel. Throughout the article the author is giving tips on how to take criticism and on how to improve your hotel and yourself.
In a first phase, the author talks about giving a chance to the customers to express themselves. The is the first step towards improvement.
In a second phase, the author advises to take negative criticism as a way to improve your qualities as a manager but also to improve your hotel ad the services that go with it.
A third point that is dicussed in the article is the leadership. In fact a good way to improve as a manager is to support your staff and to motivate them because service will only be good if employees are well taken care off and passionated about the hotel.
A last point that is very interesting about this article is that feedback from the clients will persuade in the board of directions of the hotel or the Head Quarters of the chain to invest in training, labor, communication,....
To conclude this article, I would say that the most important point of all is to communicate because a hotel where managers communicate with staff and vice versa is a hotel that a big chance on success.
Comments
I find this article very interesting especially because of the advisory face of the article. It is a fact that in today's world, competition is growing day by day and hotels try to find a way on how to attract new customers and fidelize customers.
For that specific reason I choose to comment this article. It explains and show how a hotel can improve itself, its services, staff and management. It explains also that we should show the customers that we care because customers are involved with emotions and happy customers are loyal customers.
It is my opinion that the ones who read this article and applies it in their daily occupation, will be successful in any means.
Sunday, December 12, 2010
Wednesday, December 8, 2010
Wednesday, December 1, 2010
Weekly Reading (for the class of December 8th, 2010)
Resume of the article
In the article,"Expedia on how to grow ADR without impacting occupancy", we talk about several strategies that can be used in order to increase the rates at which the rooms are sold. It is a fact that over the years the way clients act has changed in a huge way. Following this artcile, the autor enumerates the strategies that are used to higher the Average Daily Rate:
1. Adjust the segmentation that are yieldable. By targeting the OTA's, a hotel can higher its rates by letting them compete between each other. That is because the rates for OTA's fluctuate whether as the rates of local contracts are a more fixed rate so you can not increase or decrease them.
2.Implementing a need strategy. With todays tendency, it is more and more common to have a revenue management department that can see and forecast when will be peak and low seasons. In the same way the can forcast the black out dates for the coming years as well. By doing that they are anticipating and already making sur that several weeks before an event hotels are fully booked and so the rates increase until a top level.
3. Add values to the rates. This comes to the point when hotels decide to give promotions like for instance give a specific higher rate but offer a breakfast with the rates or an other service
4. Do not give away like that upgraded rooms. A problems is often that when there is a fault in reservation or something, the reception upgrade the room of the client in order to create loyalty. The problem is that this way of doing is a bit overused and that then when there is an upgrade needed there is no possibility anymore
5.Analyse high and low season in order to increase the rates in high season because at that moment everyone wants a room and decrease it when it is calmer.
Personal Comment
This article shows that the world is changing today and that the methods that were used in the past are not relevant anymore. We hear more and more talks about revenue management and the importance of it and I think that it is an interesting point because it gets more and more difficult to fidelize clients. People search the best deal especially in times of crisis and sothere are not loyal to the brand anymore but to the price. For this I think that revenue management plays a huge role in making sure a four or five star hotel still gets there money because without revenue a business is not possible.
In the article,"Expedia on how to grow ADR without impacting occupancy", we talk about several strategies that can be used in order to increase the rates at which the rooms are sold. It is a fact that over the years the way clients act has changed in a huge way. Following this artcile, the autor enumerates the strategies that are used to higher the Average Daily Rate:
1. Adjust the segmentation that are yieldable. By targeting the OTA's, a hotel can higher its rates by letting them compete between each other. That is because the rates for OTA's fluctuate whether as the rates of local contracts are a more fixed rate so you can not increase or decrease them.
2.Implementing a need strategy. With todays tendency, it is more and more common to have a revenue management department that can see and forecast when will be peak and low seasons. In the same way the can forcast the black out dates for the coming years as well. By doing that they are anticipating and already making sur that several weeks before an event hotels are fully booked and so the rates increase until a top level.
3. Add values to the rates. This comes to the point when hotels decide to give promotions like for instance give a specific higher rate but offer a breakfast with the rates or an other service
4. Do not give away like that upgraded rooms. A problems is often that when there is a fault in reservation or something, the reception upgrade the room of the client in order to create loyalty. The problem is that this way of doing is a bit overused and that then when there is an upgrade needed there is no possibility anymore
5.Analyse high and low season in order to increase the rates in high season because at that moment everyone wants a room and decrease it when it is calmer.
Personal Comment
This article shows that the world is changing today and that the methods that were used in the past are not relevant anymore. We hear more and more talks about revenue management and the importance of it and I think that it is an interesting point because it gets more and more difficult to fidelize clients. People search the best deal especially in times of crisis and sothere are not loyal to the brand anymore but to the price. For this I think that revenue management plays a huge role in making sure a four or five star hotel still gets there money because without revenue a business is not possible.
Monday, November 29, 2010
Jobs Online
Criteria:
- Organisation et diplomatie : organiser efficacement le travail des équipes et se faire obéir;
- Sens des responsabilités, du service client et de la perfection
- Dévouement à son métier : c'est un métier exigent, à tâches multiples qui nécessite un sens aïgu des responsabilités et une implication personnelle importante
- Sens des responsabilités, du service client et de la perfection
- Dévouement à son métier : c'est un métier exigent, à tâches multiples qui nécessite un sens aïgu des responsabilités et une implication personnelle importante
Criteria :
- Expérience de min 1,5 ans à un poste similaire en hôtellerie.
- Bachelor en gestion hôtelière est un atout.
- Très bonnes connaissances du marché hôtelier bruxellois.
- Connaissance orale et écrite du néerlandais, anglais, français.
- Sens commercial.
- Orienté résultat.
- Flexible.
- Motivé.
- Bonne présentation.
- Bachelor en gestion hôtelière est un atout.
- Très bonnes connaissances du marché hôtelier bruxellois.
- Connaissance orale et écrite du néerlandais, anglais, français.
- Sens commercial.
- Orienté résultat.
- Flexible.
- Motivé.
- Bonne présentation.
Criteria
- vous êtes polyvalent, dynamique et organisé - vous savez diriger une équipe et mener à bien un service - vous anticipez les changements éventuels - vous avez des connaissances en néerlandais et en anglais (allemand est un plus) - vous êtes flexible - vous possédez une expérience équivalente
Criteria :
-Maintain and create websites using content management system
-Create and edit copy for online publications (e.g. Website, Newsletter, …)
-Assist the coordination of online banner campaigns
-Analyse results/report of online campaigns (Google Adwords/Analytics)
-Insure presence on social networking sites as appropriate
-Support the Product Manager in order to maximize revenue from sales and secondary spend activities and to enhance the Club brand
Criteria:
- University degree or equivalent professional experience
- Knowledge of competitive web marketing analysis. Experience managing enterprise level implementation of web site analytics tools.
- Results oriented, ability to handle multiple tasks and work on precise timelines.
- Excellent oral and written communications skills. Is able to write and succinctly in a variety of communication settings and styles.
- Proven experience in online marketing experience.
- High level of computer literacy
- Languages: English, French and Dutch
- Team player attitude
- A flexible approach to work
- Good listening skills
Criteria:
Le sens de l’accueil, la convivialité, la création d’une ambiance, l’animation d’une équipe de 12 à 25 personnes, l’entretien et l’embellissement d’un château de 40 à 80 chambres qui deviendra votre maisons.
Sunday, November 28, 2010
Article "11 customer loyalty trends for 2011"
11 customer loyalty trends for 2011
Resume of the article
This article is about the new trends for 2011 to engage customers to our companies. With all this competition around us it's beginning to be more and more challeging to fidelize customers to our companies especially with the several demands and expectation we have to apply to. This article talks about 11 trends of customer engagement for next year:
First of all, loyalty is not just a program to companies have to create. It is a strategy in order to obtain a goal : building long-term relationships
Second, loyalty is more effective when focussing on emotions rather than rational events.
There is a huge correlation between customers and employees engagement. When employees are engaged towards the company and the work they do, guests (customers) will become loyal to that certain hotel.
Creating loyalty is about getting closer to the customers, understand what they want and what they need in order to answer to their expectations.
Customers want to be unique. The tendency is to serve the client more personally and make them feel important. Marketeers will have to look at the right moment to do their promotion in order to fidelize a maximum.
Engaging customers will be the most important task of 2011
The green tendency will be dominating. Customers will tend to choose hotels that are engaged in the environment
At last, next year there will be a huge tendency with facebook. Attract clients through facebook is the new generation.
Comments:
This article is most interesting especially when analysing the new tendencies for next year. When I look at the different hotels I worked for during the last few months, I have to say that creating customer loyalty is an important matter within a hotel.
The hotel industry has to find new ways to attract clients due to the high competition within the hotel chains. It is becoming more and more difficult as the market is little by little saturating. There is a huge amount of hotels that can be choosen and that is why it is challenging to make sure that your clients keep coming by being satisfied on service, quality and price level.
Seeing this article, everything is focussed on loyalty. Answer to the expectations of each clients is a full time job and if the employees are not working with passion and devotion there is no way that clients will stay loyal to our hotel.
Resume of the article
This article is about the new trends for 2011 to engage customers to our companies. With all this competition around us it's beginning to be more and more challeging to fidelize customers to our companies especially with the several demands and expectation we have to apply to. This article talks about 11 trends of customer engagement for next year:
First of all, loyalty is not just a program to companies have to create. It is a strategy in order to obtain a goal : building long-term relationships
Second, loyalty is more effective when focussing on emotions rather than rational events.
There is a huge correlation between customers and employees engagement. When employees are engaged towards the company and the work they do, guests (customers) will become loyal to that certain hotel.
Creating loyalty is about getting closer to the customers, understand what they want and what they need in order to answer to their expectations.
Customers want to be unique. The tendency is to serve the client more personally and make them feel important. Marketeers will have to look at the right moment to do their promotion in order to fidelize a maximum.
Engaging customers will be the most important task of 2011
The green tendency will be dominating. Customers will tend to choose hotels that are engaged in the environment
At last, next year there will be a huge tendency with facebook. Attract clients through facebook is the new generation.
Comments:
This article is most interesting especially when analysing the new tendencies for next year. When I look at the different hotels I worked for during the last few months, I have to say that creating customer loyalty is an important matter within a hotel.
The hotel industry has to find new ways to attract clients due to the high competition within the hotel chains. It is becoming more and more difficult as the market is little by little saturating. There is a huge amount of hotels that can be choosen and that is why it is challenging to make sure that your clients keep coming by being satisfied on service, quality and price level.
Seeing this article, everything is focussed on loyalty. Answer to the expectations of each clients is a full time job and if the employees are not working with passion and devotion there is no way that clients will stay loyal to our hotel.
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