How do you communicate with your guests once they've made a booking? Before answering this, think for a minute about all the different ways a guest could book a reservation with your hotel – direct, OTA or travel agent to name a few.
Typically, the marketing department plays the lead role in CRM, acting as the primary user and key operator of CRM software and managing guest communications and data.As the guardian of the hotel's brand, the marketing manager ensures that all guest communications are on brand and on message.
The Asia-Pacific region, not including South Asia, already boasts over two billion mobile users, with China accounting for just under half of that. These countries have an average mobile phone penetration rate of 62 percent, with that number expected to climb to 69 percent in the next few years.
Who is staying in your hotel? Why are they staying at your hotel? What led them to book your hotel over the one down the road?It's a hotel marketer's job to know the answers to all of these questions, and now's the right time to be asking yourself them.
In previous research conducted, we've seen that the Net Promoter Score has a positive correlation to a hotel's TripAdvisor rating. Of course that makes sense, a positive review would hopefully tie in with someone willing to recommend your hotel to a friend or colleague but following from that, we decided to delve a bit further – what exactly is driving your guests to be promoters or detractors? Our analytics team looked into a huge number of responses and analysed their outcome to find some fascinating conclusions.