THE "BIG BOYS"
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This document discusses the advantages and disadvantages of hotels working with major online travel agencies (OTAs) like Expedia, Booking.com, and Lastminute.com. While OTAs provide increased occupancy and brand exposure, they charge high commissions that reduce hotel revenue. Additionally, hotels have no access to OTA customer profiles and cannot control the rates on the OTA sites. The document recommends that hotels use OTAs for distribution but also develop their own website, digital marketing, and social media to attract customers directly and build loyalty.
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Big boys
The document discusses the advantages and disadvantages of hotels working with large online travel agencies (OTAs) like Expedia and Booking.com. The advantages are that OTAs have an existing customer base that can increase hotel occupancy. They also help make hotels better known. However, the disadvantages are that OTAs charge high commissions that cut into hotel revenue. Customers booked through OTAs may not become loyal to the hotel. Hotels also lose control over rates and can't access customer profiles. The document recommends that hotels use OTAs for their large customer base but try to convert those customers into direct bookers by making them loyal to the hotel through good service. It suggests not relying too heavily on OTAs and instead developing the hotel
Reputation Scorecards
The document discusses reputation scorecards and their comparison to TripAdvisor certificates of excellence. Reputation scorecards track customer satisfaction across over 100 travel sites, while TripAdvisor certificates recognize hotels that consistently demonstrate hospitality excellence based on their own feedback. The document analyzes which is more important for hotels and finds TripAdvisor to be more linked to customer trends and popular. It then examines quality scores and response to reviews for 5 Barcelona hotels on their websites, Booking.com and TripAdvisor.
Orm
The document compares the services offered by Olery and Trust You for reputation management. Both services allow hotels to monitor customer feedback, comments and reviews online in order to manage their reputation. They provide reports and data to help hotels identify trends, respond to customer complaints and improve areas of weakness. The document suggests Trust You would be the preferred service since it has partnerships with major hotel chains and influences over 50 million travelers in their booking decisions. It also discusses how reputation management is important for return on investment and how social media can impact a hotel's online reputation, both positively and negatively. Lastly, it proposes ways a hotel could use reputation management tools on their website and social media to engage customers, promote the business and maximize user generated content
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This document discusses reputation scorecards and how they compare to TripAdvisor certificates of excellence for tracking hotel performance. It analyzes how five Sydney hotels manage their online reputations on sites like Expedia and TripAdvisor. Specifically, it finds that the Langham responds most to negative reviews on TripAdvisor while Park Hyatt and Radisson Blu Plaza show little interest in customer feedback. Overall, reputation scorecards provide a more comprehensive view of a hotel's reputation than TripAdvisor certificates alone.
ORM
The document compares ORM services Olery and Trust You. Both services allow hotels to monitor reviews, feedback, trends and competition. They provide reports and tools to help hotels identify issues, respond to complaints, and improve their reputation. The document suggests Trust You would be the preferred service since it works with major hotel chains. It also notes that ORM is important for ROI because it helps hotels improve quality, service and reputation to attract more customers. ORM must be used carefully with social media since comments cannot always be controlled, but it can still help hotels engage with clients and maximize positive user generated content.
ORM session 3
This document discusses reputation scorecards and how they compare to TripAdvisor certificates of excellence for tracking hotel performance. It analyzes several hotels in Sydney, Australia in terms of how well they manage their online reputations on sites like Expedia and TripAdvisor. A reputation scorecard gathers reviews from over 100 online sources, while a TripAdvisor certificate only uses TripAdvisor reviews. The document concludes that reputation scorecards provide hotels with better visibility and a greater number of guest reviews to improve their online image.
Tablet hotels power point
Tablet Hotels sells rooms in luxury boutique and chain hotels around the world. They list hotels ranging in price from less than $100 to over $200 per night. The company evaluates hotels on high standards before listing them and aims to provide ease, romance, and glamour in travel. They target global nomads and have a large online presence, including on Facebook, Twitter, and YouTube to share information, promotions, and build customer loyalty.
Orm
The document compares the services offered by Olery and Trust You for online reputation management. Both services allow hotels to monitor customer feedback, comments and reviews across various platforms. They provide reporting and analytics to help hotels track key metrics, identify trends, benchmark competition and improve based on customer feedback. The document suggests Trust You would be the preferred service since it works with major hotel chains and influences traveler booking decisions. It also discusses how ORM relates to social media, where comments can impact reputation, and how hotels should actively engage on platforms and maximize user-generated content to manage their online presence and reputation.
Recommended
Big boys
The document discusses the advantages and disadvantages of hotels working with large online travel agencies (OTAs) like Expedia and Booking.com. The advantages are that OTAs have an existing customer base that can increase hotel occupancy. They also help make hotels better known. However, the disadvantages are that OTAs charge high commissions that cut into hotel revenue. Customers booked through OTAs may not become loyal to the hotel. Hotels also lose control over rates and can't access customer profiles. The document recommends that hotels use OTAs for their large customer base but try to convert those customers into direct bookers by making them loyal to the hotel through good service. It suggests not relying too heavily on OTAs and instead developing the hotel
Reputation Scorecards
The document discusses reputation scorecards and their comparison to TripAdvisor certificates of excellence. Reputation scorecards track customer satisfaction across over 100 travel sites, while TripAdvisor certificates recognize hotels that consistently demonstrate hospitality excellence based on their own feedback. The document analyzes which is more important for hotels and finds TripAdvisor to be more linked to customer trends and popular. It then examines quality scores and response to reviews for 5 Barcelona hotels on their websites, Booking.com and TripAdvisor.
Orm
The document compares the services offered by Olery and Trust You for reputation management. Both services allow hotels to monitor customer feedback, comments and reviews online in order to manage their reputation. They provide reports and data to help hotels identify trends, respond to customer complaints and improve areas of weakness. The document suggests Trust You would be the preferred service since it has partnerships with major hotel chains and influences over 50 million travelers in their booking decisions. It also discusses how reputation management is important for return on investment and how social media can impact a hotel's online reputation, both positively and negatively. Lastly, it proposes ways a hotel could use reputation management tools on their website and social media to engage customers, promote the business and maximize user generated content
ORM session 3
This document discusses reputation scorecards and how they compare to TripAdvisor certificates of excellence for tracking hotel performance. It analyzes how five Sydney hotels manage their online reputations on sites like Expedia and TripAdvisor. Specifically, it finds that the Langham responds most to negative reviews on TripAdvisor while Park Hyatt and Radisson Blu Plaza show little interest in customer feedback. Overall, reputation scorecards provide a more comprehensive view of a hotel's reputation than TripAdvisor certificates alone.
ORM
The document compares ORM services Olery and Trust You. Both services allow hotels to monitor reviews, feedback, trends and competition. They provide reports and tools to help hotels identify issues, respond to complaints, and improve their reputation. The document suggests Trust You would be the preferred service since it works with major hotel chains. It also notes that ORM is important for ROI because it helps hotels improve quality, service and reputation to attract more customers. ORM must be used carefully with social media since comments cannot always be controlled, but it can still help hotels engage with clients and maximize positive user generated content.
ORM session 3
This document discusses reputation scorecards and how they compare to TripAdvisor certificates of excellence for tracking hotel performance. It analyzes several hotels in Sydney, Australia in terms of how well they manage their online reputations on sites like Expedia and TripAdvisor. A reputation scorecard gathers reviews from over 100 online sources, while a TripAdvisor certificate only uses TripAdvisor reviews. The document concludes that reputation scorecards provide hotels with better visibility and a greater number of guest reviews to improve their online image.
Tablet hotels power point
Tablet Hotels sells rooms in luxury boutique and chain hotels around the world. They list hotels ranging in price from less than $100 to over $200 per night. The company evaluates hotels on high standards before listing them and aims to provide ease, romance, and glamour in travel. They target global nomads and have a large online presence, including on Facebook, Twitter, and YouTube to share information, promotions, and build customer loyalty.
Orm
The document compares the services offered by Olery and Trust You for online reputation management. Both services allow hotels to monitor customer feedback, comments and reviews across various platforms. They provide reporting and analytics to help hotels track key metrics, identify trends, benchmark competition and improve based on customer feedback. The document suggests Trust You would be the preferred service since it works with major hotel chains and influences traveler booking decisions. It also discusses how ORM relates to social media, where comments can impact reputation, and how hotels should actively engage on platforms and maximize user-generated content to manage their online presence and reputation.
Session 3
Online travel agencies (OTAs) provide hotels an important marketing channel for selling rooms but take a commission of 10-25% per booking. While OTAs help drive customers, hotels do not own the customer relationships and data. Direct bookings through a hotel's website are 15% more profitable than OTA bookings. To gain more control, hotels should invest in optimizing their websites and online marketing through search engine optimization, pay-per-click ads, email campaigns, and social media engagement on platforms like Facebook. Social media is a key way for hotels to directly interact with customers and build loyalty.
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2011 Guide for Hotels Using Social Media
Hotels are increasingly using social media to market to and engage with customers. The document discusses how hotels can use platforms like Facebook, Twitter, YouTube, and blogs to provide travel information, offer discounts and promotions, run contests and giveaways, and respond to customer reviews to both attract new customers and build loyalty. It also provides examples of how major hotel brands like Marriott, Kimpton, InterContinental, and Wyndham are leveraging social media through tactics like video postcards, hashtag contests, and rewards for followers.
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The document outlines eight major challenges faced by employers in the hotel industry. These include high competition due to the large number of firms operating in the sector; difficulties with effective energy management as prices rise; improper marketing tactics as most hotels still use outdated strategies; lack of skilled chefs and managers, especially in budget hotels; poor customer satisfaction if service or food quality is low; high service rates that can drive customers to competitors; and security issues like crime, theft, and cybercrime. New technologies are helping address some challenges, such as smartphone apps that allow guests full remote control of their hotel room services and amenities, virtual pre-views of hotel rooms and facilities, and beacon technology for navigation, notifications, and customer data insights.
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The consumer has evolved over the past 10 years and is now more value-focused due to decreased incomes during the economic crisis. Hotels face increasing competition and a need to maximize occupancy rates and loyalty. Various online booking options exist, including hotel websites, OTAs like Expedia, and auction sites like Priceline. For independent hotels with less marketing budgets, mobile apps, auction sites, and social media are better options than OTAs or direct websites.
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Flip.to marketing campaigns have significantly higher guest engagement rates than traditional hotel campaigns, ranging from 15-25% versus 3%. This increased engagement helps turn guests into strong brand advocates who spread positive word-of-mouth advertising and encourage future bookings. Hotels can further incentivize guests to act as brand advocates on social media and convert these interactions into new business.
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Flip.to marketing campaigns have significantly higher guest engagement rates than traditional hotel campaigns, ranging from 15-25% versus 3%. This increased engagement helps turn guests into strong brand advocates who spread positive word-of-mouth advertising and encourage future bookings. Hotels can further build brand loyalty by using tools like Flip.to to anticipate guest needs, provide timely updates, and respond to feedback.
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The relationship between hotels and online travel agencies (OTAs) is complex. While OTAs can help drive bookings and revenues, they also charge high commissions of over 20% and make it difficult for hotels to control pricing and availability. Additionally, the large number of hotel options on OTA sites can overwhelm customers. While bigger hotel chains may have more leverage, smaller independent hotels are more at risk of being "bullied" by OTA tactics. Proper management of OTA relationships is important for hotels to maximize benefits and minimize negatives.
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Social media platforms like Facebook allow hotels to engage potential customers and drive reservations through social commerce (f-commerce). Social Booker is a reservation platform specifically for hotels on Facebook that helps maximize sales, build brand loyalty, lower costs, improve service, and reach more customers through a hotel's friends and contacts. While OTAs can increase demand by exposing more people to a property, they can also negatively impact hotels by taking a commission from bookings and compromising rate integrity. Hotels need distribution channels that are cost-effective, generate the most bookings, protect prices, and target the right customers.
Présentation1
Social media platforms like Facebook allow hotels to engage potential customers and drive reservations through social commerce (f-commerce). Specifically, Social Booker is a social media reservation platform for hotels on Facebook that helps maximize sales, build brand loyalty, lower distribution costs, improve customer service, and reach more customers through a hotel's friends and contacts. While online travel agencies (OTAs) can increase demand by exposing more people to hotel listings, they can also be bad for hotels by taking a commission from bookings and reducing revenue. Hotels need to focus on cost-effective distribution channels that generate the most bookings while protecting prices.
Online reputation management
The document discusses two online reputation management services: Review Pro and EbuzzConnect. It recommends choosing Review Pro over EbuzzConnect because Review Pro allows hotels to optimize rates, occupancy, and revenue while ensuring guest satisfaction. It also has strong references from hotels worldwide and positive testimonials from industry leaders. The document also discusses how online reviews now impact reputation and revenue, and how hotels can use online reputation management on their websites to improve surveys, reviews, rankings and ultimately profits.
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This document discusses the rise of Web 2.0 and social media and its impact on marketing. It provides examples of how companies can engage customers through online reviews, videos, and social/professional networking sites. The key is for companies to identify where their customers spend time online and best engage with them through two-way conversations rather than one-way push messaging. It also provides examples of hotel chains like Starwood utilizing multiple social media platforms like Facebook, Twitter, and iPhone apps to connect with customers.
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The document discusses factors that influence customer satisfaction in hotels. It begins by introducing the hotel industry and its importance in India. It then discusses various marketing strategies hotels use, including digital presence on platforms like Facebook and TripAdvisor, as well as the use of offers and vouchers. The marketing mix of product, price, place, promotion, people and physical evidence is also examined. Top hotel brands in India and challenges faced by the industry are outlined before the document concludes on the growth prospects of the hotel sector in India.
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The document discusses factors that influence customer satisfaction in hotels. It begins by introducing the hotel industry and its importance in India. It then discusses various marketing strategies hotels use, including digital presence on platforms like Facebook and TripAdvisor, as well as the use of offers and vouchers. The marketing mix of product, price, place, promotion, people and physical evidence is also examined. Top hotel brands in India and challenges faced by the industry are outlined before the document concludes on the growth prospects of the hotel sector in India.
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Online travel agencies (OTAs) provide hotels an important marketing channel for selling rooms but take a commission of 10-25% per booking. While OTAs help drive customers, hotels do not own the customer relationships and data. Direct bookings through a hotel's website are 15% more profitable than OTA bookings. To gain more control, hotels should invest in optimizing their websites and online marketing through search engine optimization, pay-per-click ads, email campaigns, and social media engagement on platforms like Facebook. Social media is a key way for hotels to directly interact with customers and build loyalty.
Session 1 / bsinoquet / bponchaut
This document discusses several digital marketing platforms and strategies for hotels, including Flip.To for boosting brand awareness, CheckMate for mobile check-in and feedback, and AirBnB for collaborative tourism. It also provides tips for how hotels can use social media to improve the guest experience through crowdsourcing feedback, offering rewards for sharing experiences, and building communities. Finally, it addresses both the benefits and potential issues regarding hotels' use of guest information from social media.
2011 Guide for Hotels Using Social Media
Hotels are increasingly using social media to market to and engage with customers. The document discusses how hotels can use platforms like Facebook, Twitter, YouTube, and blogs to provide travel information, offer discounts and promotions, run contests and giveaways, and respond to customer reviews to both attract new customers and build loyalty. It also provides examples of how major hotel brands like Marriott, Kimpton, InterContinental, and Wyndham are leveraging social media through tactics like video postcards, hashtag contests, and rewards for followers.
Ailyn MINAHAL eme.pptx
The document outlines eight major challenges faced by employers in the hotel industry. These include high competition due to the large number of firms operating in the sector; difficulties with effective energy management as prices rise; improper marketing tactics as most hotels still use outdated strategies; lack of skilled chefs and managers, especially in budget hotels; poor customer satisfaction if service or food quality is low; high service rates that can drive customers to competitors; and security issues like crime, theft, and cybercrime. New technologies are helping address some challenges, such as smartphone apps that allow guests full remote control of their hotel room services and amenities, virtual pre-views of hotel rooms and facilities, and beacon technology for navigation, notifications, and customer data insights.
Hotel Booking Opportunities
The consumer has evolved over the past 10 years and is now more value-focused due to decreased incomes during the economic crisis. Hotels face increasing competition and a need to maximize occupancy rates and loyalty. Various online booking options exist, including hotel websites, OTAs like Expedia, and auction sites like Priceline. For independent hotels with less marketing budgets, mobile apps, auction sites, and social media are better options than OTAs or direct websites.
Social Medias and Hospitality Industry
Flip.to marketing campaigns have significantly higher guest engagement rates than traditional hotel campaigns, ranging from 15-25% versus 3%. This increased engagement helps turn guests into strong brand advocates who spread positive word-of-mouth advertising and encourage future bookings. Hotels can further incentivize guests to act as brand advocates on social media and convert these interactions into new business.
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Flip.to marketing campaigns have significantly higher guest engagement rates than traditional hotel campaigns, ranging from 15-25% versus 3%. This increased engagement helps turn guests into strong brand advocates who spread positive word-of-mouth advertising and encourage future bookings. Hotels can further build brand loyalty by using tools like Flip.to to anticipate guest needs, provide timely updates, and respond to feedback.
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The relationship between hotels and online travel agencies (OTAs) is complex. While OTAs can help drive bookings and revenues, they also charge high commissions of over 20% and make it difficult for hotels to control pricing and availability. Additionally, the large number of hotel options on OTA sites can overwhelm customers. While bigger hotel chains may have more leverage, smaller independent hotels are more at risk of being "bullied" by OTA tactics. Proper management of OTA relationships is important for hotels to maximize benefits and minimize negatives.
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Dream Hotels_Presentation
Dream Hotel is looking to enhance customer relationships through a comprehensive CRM program. Their strategy includes increasing brand awareness on social media and through influencer marketing. They will acquire new customers through partnerships with Uber, Enterprise rentals, and Go City cards that offer discounts. Existing customers will be retained through loyalty programs like room upgrades and credits for use in hotels. Success will be evaluated based on metrics like social media engagement, coupon redemptions, email signups, and customer retention rates and feedback.
F commerce, OTA
Social media platforms like Facebook allow hotels to engage potential customers and drive reservations through social commerce (f-commerce). Social Booker is a reservation platform specifically for hotels on Facebook that helps maximize sales, build brand loyalty, lower costs, improve service, and reach more customers through a hotel's friends and contacts. While OTAs can increase demand by exposing more people to a property, they can also negatively impact hotels by taking a commission from bookings and compromising rate integrity. Hotels need distribution channels that are cost-effective, generate the most bookings, protect prices, and target the right customers.
Présentation1
Social media platforms like Facebook allow hotels to engage potential customers and drive reservations through social commerce (f-commerce). Specifically, Social Booker is a social media reservation platform for hotels on Facebook that helps maximize sales, build brand loyalty, lower distribution costs, improve customer service, and reach more customers through a hotel's friends and contacts. While online travel agencies (OTAs) can increase demand by exposing more people to hotel listings, they can also be bad for hotels by taking a commission from bookings and reducing revenue. Hotels need to focus on cost-effective distribution channels that generate the most bookings while protecting prices.
Online reputation management
The document discusses two online reputation management services: Review Pro and EbuzzConnect. It recommends choosing Review Pro over EbuzzConnect because Review Pro allows hotels to optimize rates, occupancy, and revenue while ensuring guest satisfaction. It also has strong references from hotels worldwide and positive testimonials from industry leaders. The document also discusses how online reviews now impact reputation and revenue, and how hotels can use online reputation management on their websites to improve surveys, reviews, rankings and ultimately profits.
'Creating the Buzz'
This document discusses the rise of Web 2.0 and social media and its impact on marketing. It provides examples of how companies can engage customers through online reviews, videos, and social/professional networking sites. The key is for companies to identify where their customers spend time online and best engage with them through two-way conversations rather than one-way push messaging. It also provides examples of hotel chains like Starwood utilizing multiple social media platforms like Facebook, Twitter, and iPhone apps to connect with customers.
Hotel marketing
The document discusses factors that influence customer satisfaction in hotels. It begins by introducing the hotel industry and its importance in India. It then discusses various marketing strategies hotels use, including digital presence on platforms like Facebook and TripAdvisor, as well as the use of offers and vouchers. The marketing mix of product, price, place, promotion, people and physical evidence is also examined. Top hotel brands in India and challenges faced by the industry are outlined before the document concludes on the growth prospects of the hotel sector in India.
Hotel marketing
The document discusses factors that influence customer satisfaction in hotels. It begins by introducing the hotel industry and its importance in India. It then discusses various marketing strategies hotels use, including digital presence on platforms like Facebook and TripAdvisor, as well as the use of offers and vouchers. The marketing mix of product, price, place, promotion, people and physical evidence is also examined. Top hotel brands in India and challenges faced by the industry are outlined before the document concludes on the growth prospects of the hotel sector in India.
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This document provides a comprehensive guide to online marketing for hotels, resorts, and restaurants in 2020. It discusses the importance of digital marketing and having an online presence. It also outlines some key challenges independent hotel owners face, such as lack of resources, awareness of technology, budget constraints, and unwillingness to embrace technology. Additionally, it covers current market trends, developing a digital marketing strategy, types of travelers to target, areas of focus for hotel digital marketing including social media, content, email, messenger, and visual marketing.
Hotel Mystery Shop
Hospitality sector is a billion dollar industry. It is one of the biggest gainer of the boom in the tourism sector.
Digital Marketing Strategies for Hotels in 2023
The presentation outlines digital marketing strategies for hotels in 2023, identifying problems hotels currently face and how they can boost bookings. It recommends capitalizing on customer desires during the dreaming stage, highlighting unique selling propositions during planning, and using limited offers and reviews to persuade booking. Integrated search engine optimization tactics like blogs, link building, and influencer marketing can attract customers. Partnering with online travel agencies provides promotions, insights, and secure bookings. Engaging on social media allows showcasing brands, connecting with customers, and achieving direct bookings.
Hotels724 presentation
Hotels724 is real time booking platform for hotel sub-facilities like SPA, Restaurants and Meeting Halls. In hotels724, hotel profile is divided into facility specific sub-profiles which provides access to photos, description, terms of use, service portfolio, service prices, availability and user reviews and reservation of that sub-facility.
Currently hotel SPA facilities are accepted to create and manage their profiles. Hotels724's business model depends on commision fees charged from facilities for each booking done.
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- 1. Should your hotel work with « Big Boys » such as Expedia, Booking.com, Lastminute.com, etc…? Julia CIUPE Miriam CALEGARI Sanjarbek KHODJAEV Frédéric NGUYEN EICHHOLZER
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