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How good training can revolutionise your business

How good training can revolutionise your business This week I am privileged to be one of the keynote speakers at DigitalDNA, an event focused on Tourism and taking place in Belfast. My topic is ‘The Future Belongs to Those who Hear it Coming’ and focuses mainly on how we can use data to get to […]

You don’t have to be a brand to ‘do’ loyalty

You don’t have to be a brand to ‘do’ loyalty Too often I hear the same very valid argument from independent hoteliers, that they can’t compete with the brands and their loyalty programmes. I am not going to admit that this is an easy battle to win but I do feel we can do something […]

When Revenue Managers Rule The World…

When Revenue Managers Rule The World… I am often asked what the ‘next big thing’ will be in hospitality and will speaking on that very topic at Digital DNA in November.  The answer are things that we already know… Data will be key – not big data but relevant data Understanding our guests and anticipating […]

The value of knowing your competition

The value of knowing your competition So we all have a competitive set don’t we?  We all review their rates every day and know their selling strategy inside out, don’t we?  Well if you don’t, you should. But where do you start assessing who your competitors actually are?  And is there an argument for adjusting […]

The Value of Segments…

The Value of Segments… Data is daunting and tracking it can be exhausting and sometimes over complicated, but honestly if you aren’t tracking your business you are potentially running blind.  And by that I mean, how on earth can  you possibly understand where your business is coming from; how much it is costing you and […]

Make your website count – Part 2

Make your website count – Part 2 Last week we looked at my Top Ten Tips for improving your website.  This week I thought we could dive a little deeper to look at how our websites could be improved to help our customers journey and hopefully improve our bottom line. We know by now that […]

Make your website count

Make your website count This week I have been asked by no fewer that 4 of the hotels that I work with, if I could give them advice on website design as they are about to go out to tender to develop and design new sites. So I felt this was a good opportunity to […]

Better Customer Satisfaction = Better Profitability

Better Customer Satisfaction = Better Profitability If I am honest, a year ago I was an un-believer.  I was a doubter.  I genuinely did not believe that what customers said about you on review sites could impact pricing.  I was wrong.  I felt that positive or negative reviews may slightly impact your brand image but […]

Sales Conversion Online – How to win the numbers game

Sales Conversion Online – How to win the numbers game For the last two weeks, we have looked at how to convert better when those precious calls come into your hotel.  But how do you measure the conversions online and what are the first steps you can make to increase those numbers and therefore your […]

How to deal with the Bargain Hunters

How to deal with the Bargain Hunters In last weeks Blog we looked at just how important telephone sales are to our business and this week I thought it would be appropriate to look at how we should train our Reservation Team to deal with the infuriating ‘Is that the best rate you have’ question… […]