Noted Harvard Business professor Theodore Levitt once said that "People don't want a quarter-inch drill. They want quarter-inch holes." This expression gets to the heart of marketing and the desire not just to sell but to gain and foster a customer.
While brand hotels receive more sales than independent properties, the gap is shrinking; according to a study at UCLA Anderson School of Management, revenue chains generate over independent hotels has shrunk from 32% in 2000 to 19% in 2015.
There's no replacing the personal touch in hospitality, in an age when chatbots and messaging platforms are speeding up communication, the importance of slowing down to talk with guests is more important than ever.
For many people, going on vacation has become about far more than finding a hotel with the best facilities, rooms and amenities. Increasingly, travelers are prioritizing authentic experiences and local encounters in the destination they visit.
If you have 60 seconds, I have 300 words that might help at the NOI line. In the battle to convert guest loyalty and guest data ownership from an OTA to your hotel, there are two important contact points that must be monitored and measured.