Category: Guest Engagement

What is Google Q&A and how can hotels use it?

What is Google Q&A and how can hotels use it?

A few weeks ago Google started rolling a new feature within Google Maps that allows users to ask questions to a business directly from the search results page. The feature, labelled as Google Q&A, looks to have big impacts for local businesses, including hotels. The following article will examine how hotels can use this new feature for promotions, including how to enable it, how to manage it, issues surrounding it,…

How hotels can mitigate the digital impact of natural disasters

How hotels can mitigate the digital impact of natural disasters

With this year’s Atlantic hurricane season being one of the 10 most active hurricane seasons on record (14 named storms and 8 hurricanes), combined with the devastating earthquakes in Mexico, the hotel industry in these affected areas have taken a serious hit—both physically through damage to their properties and financially through the loss of bookings. The Miami Herald reported that hotels in Miami-Dade were only 42 percent full between Sep…

Could video chat become a new customer service trend in hospitality?

Could video chat become a new customer service trend in hospitality?

In August, Delta Air Lines introduced video chat as part of a customer service test at Ronald Reagan Washington National Airport. Five kiosks with “interactive screens” and phone receivers have been arranged to allow a two-way conversation with Delta representatives about anything from changing flight reservations to providing feedback. This latest move represents Delta’s innovative approach to customer service. The company already has a multi-digital service strategy that includes Twitter,…

Beyond TripAdvisor: the online review sites every hotel needs on their radar

Beyond TripAdvisor: the online review sites every hotel needs on their radar

In the digital age, online reviews have become an important digital currency for hotels—the more you have, the stronger your online position. Savvy online travelers frequently make their decisions based on the recommendations of others, and 95% of people say they read reviews before making a booking. Of all the review sites out there, TripAdvisor is still widely regarded as number one. But things are changing. A number of review…

[INFOGRAPHIC] 7 tips for encouraging online hotel reviews

[INFOGRAPHIC] 7 tips for encouraging online hotel reviews

Online reviews serve an important role in helping hotels get more visibility across distribution and marketing channels. The more reviews you have, the more you can boost your search or list ranking across various sites. Here we outline 7 ways you can encourage your guests to leave you reviews across TripAdvisor, Yelp, Google, Facebook, and more. Click to download a PDF or read our original article on how to encourage…

[SLIDESHARE] How hotels can respond to online reviews

[SLIDESHARE] How hotels can respond to online reviews

Does your hotel have a proper strategy in place to address online reviews? Here are some tips on how to respond effectively to both negative and positive reviews. Read our original article: How to respond to negative (and positive) hotel reviews

Takeaways from our webinar, “Fresh perspectives on guest loyalty for independent hotels”

Takeaways from our webinar, “Fresh perspectives on guest loyalty for independent hotels”

Just recently, Travel Tripper hosted a webinar about the evolving nature of guest loyalty and the ways independent hotels can win over guests. During an in-depth discussion, we spoke with three experts from Stay Wanderful, Revinate, and Travel Tripper about a range of topics, including the shift from points-based loyalty to instant rewards and using guest data to personalize loyalty. Click below to listen to a full recording of the…

Redefining hotel guest loyalty with instant gratification

Redefining hotel guest loyalty with instant gratification

Guest loyalty programs, originally crafted to reward valuable guests with upgrades or special treatment, have now devolved into a pricing game. It started with OTAs offering discounted rates to loyalty members and creating programs for hotels to offer special and sometimes expensive value-adds to be attractive to OTA loyalty members, thereby driving customer loyalty to the OTAs rather than hotel direct. Then big brands like Hilton and Marriott fought back,…

Hotel loyalty programs becoming a core focus of 2017

Hotel loyalty programs becoming a core focus of 2017

Moving into 2017, loyalty is becoming a core focus in the hospitality sector. An uncertain economic outlook and intense industry competition has led numerous hotels to evolve their loyalty programs to offer greater flexibility and personalization. The very definition of the word is also dividing opinion. While some hotels are focusing on instant rewards and discounts as an incentive, others believe that guest “loyalty” should instead be built upon offering…

[INFOGRAPHIC] 7 tips for fostering guest loyalty

[INFOGRAPHIC] 7 tips for fostering guest loyalty

The cost of acquiring a new hotel guest is arguably more expensive than getting repeat business from guests who have already visited. So when it comes to costly OTA guests, hotels should do everything in their power to earn these guests’ future loyalty. Here are 7 guest retention tips to help incentivize those repeat bookings. Click to download a PDF or read our original article on guest retention and loyalty tips.

by Nancy Huang February 21, 2017 Comments Guest Engagement

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