• Social Media & Relationship Marketing
  • How to Involve and Incentivize Your Team To Improve Online Guest Satisfaction

  • A recurring theme we see in hotels that are most popular in online guest reviews is that they make guest satisfaction a team effort. Continuously improving quality is coordinated between all departments by sharing online feedback and a plan for action. We see that the degree to which hotel executives take insights from reviews and turn this into measurable action steps for their staff is directly connected to how popular that hotel will be on the social web.

    The Roger Smith Hotel in New York - widely recognized in the industry as one of the most advanced users of social technologies - understands the team effort required. Everything they do online - from creating content for publishing to selecting amenities to providing service - is coordinated among their entire staff based on guest feedback. For example, the inaugural edition of their online newspaper, The Jolly Roger, included advice on things to do in New York from the restaurant manager, director of sales, general manager, and an intern. Publishing this provides service to their customers and online audience. When it comes to online reputation management, review reporting is scheduled for key people throughout their hotel, providing a reminder to continually deliver remarkable ...


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Hotel Business Review Social Media & Relationship Marketing

Stephanie Hilger
Doug Luciani
Janet Gerhard
Michael DiLeva
Jennifer Dunphy
Adria Levtchenko
Scott Nadel
Dee Dee Dochen
Coming up in August 2019...

Food & Beverage: Millennial Chefs Lead the Way

Led by Millennial chefs, hotels continue to foster sustainability, sourcing and wellness within their dining rooms and banquet spaces, and by all measures, this is responsible for an increase in their revenues. In many hotels, the food & beverage division contributes 50 per cent or more to hotel sales and they are currently experiencing double-digit growth. As a result, hotel owners are allocating an increasing amount of square footage for F&B operations. The biggest area of investment is in catering, which is thriving due to weddings, social events and business conferences. Hotels are also investing in on-site market or convenience stores that offer fresh/refrigerated foods, and buffet concepts also continue to expand. Other popular food trends include a rise of fermented offerings such as kombucha, kimchi, sauerkraut, tempeh, kefir and pickles - all to produce the least processed food possible, and to boost probiotics to improve the immune system. Tea is also enjoying something of a renaissance. More people are thinking of tea with the same reverence as coffee due to its many varieties, applications and benefits. Craft tea blending, nitro tea on tap and even tea cocktails are beginning to appear on some hotel menus. Another trend concerns creating a unique, individualized and memorable experience for guests. This could be a small consumable item that is specific to a property or event, such as house-made snack mixes, gourmet popcorn, macaroons, or jars of house-made jams, chutneys, and mustards -all produced and customized in house. One staple that is in decline is the in-room minibar which seems to have fallen out of favor. The August issue of the Hotel Business Review will document the trends and challenges in the food and beverage sector, and report on what some leading hotels are doing to enhance this area of their business.