How do Michelin Keys ratings stack up against guest reviews?

Michelin, a name synonymous with culinary excellence and a beacon for food enthusiasts around the globe, has recently ventured into a new domain with the launch of its hotel rating system, the Michelin Key. This move marks a significant expansion of...

Bruno Saragat

Product Specialist at Shiji ReviewPro

Shiji

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Food & Beverage

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Culinary Arts

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Reputation Management

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Guest Experience

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Opinion

Legacy PMS is Negatively Impacting Guest Intelligence and a Barrier to Innovation

As the former COO of Shiji ReviewPro, my team and I have worked with many clients over the years across the globe to optimise the process of the collection of quality of the guest data that they are collecting from their guests during the reservatio...

Neil James

Chief Operating Officer (COO) of Shiji Guest Solutions

Shiji

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Information Technology

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Property Technology

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Reputation Management

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Guest Experience

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Opinion

The Double-Edged Sword of Instant Feedback in Our Hyper-Connected World

An analysis of the effects of frequent and detailed feedback regarding customer satisfaction produced an unexpected outcome for a Spain-based firm. The firm created a bonus program that rewarded its contractors for favorable customer-satisfaction sc...

Pablo Casas-Arce

Associate Professor at Arizona State University

Cornell

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Reputation Management

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Cornell | Nolan School of Hotel Administration

Opinion

Hotel call center 101: Elevate the guest experience and drive direct bookings

Imagine a guest calling your hotel, resort, or casino. They desire instant connections, quick responses to their queries, and reservation information. To achieve this, you need a skilled team poised to promptly fulfill those needs.

Karen Stephens

Chief Revenue Officer at Revinate

Revinate, Inc.

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Sales & Marketing

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Revenue Management

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Reputation Management

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Lodging Industry

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Opinion

The blueprint for a top-tier hotel reservation team

While the spotlight often shines on the front-facing aspects of hospitality, there’s an unsung hero that can play a pivotal role in your hotel’s success: the hotel reservation team. An effective hotel reservation team is a nexus, bringing together a...

Karen Stephens

Chief Revenue Officer at Revinate

Revinate, Inc.

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Revenue Management

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Reputation Management

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Lodging Industry

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Guest Experience

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Opinion

How your TripAdvisor ranking is calculated - and how to improve it

With 490 million monthly users reading 1 billion Tripadvisor reviews and traveller opinions, Tripadvisor has more than earned its place in the hospitality industry. You can’t afford to not show up on your guest’s next search, but how do the Tripadvi...

Lisa Came

Digital Marketing Specialist at GuestRevu

GuestRevu

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Sales & Marketing

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Reputation Management

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Online Travel Agencies (OTA)

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Opinion

Voice channel success: 3 must-haves for your hotel call center

It isn’t news that customer service is a top priority for hotels. However, what customer service looks like is shifting.

Karen Stephens

Chief Revenue Officer at Revinate

Revinate, Inc.

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Revenue Management

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Reputation Management

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Lodging Industry

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Guest Experience

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Opinion

Why hotels can’t afford to ignore voice as a service (VaaS)

Your hotel call center isn’t performing the way you want it to.

Karen Stephens

Chief Revenue Officer at Revinate

Revinate, Inc.

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Revenue Management

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Reputation Management

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Lodging Industry

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Opinion

Revenue Management Is More Than Technology and Analysis… It Also Requires Good Judgment

Some hoteliers silo revenue management in the “revenue management” department. Instead of recognizing the revenue impact everyone has…including front desk staff. Take early check-ins and late checkouts.

Massimiliano Terzulli

Revenue Management Strategist & International Business Developer for Revenue Team by Franco Grasso

Revenue Team by Franco Grasso

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Revenue Management

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Reputation Management

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Online Travel Agencies (OTA)

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Guest Experience

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Opinion

How Great Survey Design Impacts Hotel Operations and Long-Term Hotel Value

As consultants who are often brought on by hotel owners to represent their interests as asset managers, one of the first tasks we undertake to familiarize ourselves with the brand or property is to peruse the reviews and other feedback data. And we ...

Adam Mogelonsky

Partner at Hotel Mogel Consulting Ltd.

Hotel Mogel Consulting Limited

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Information Technology

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Reputation Management

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