"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.
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