Monthly Archives: April 2012

Jubilee bar and restaurant unveiled at award-winning hotel

Jubilee bar and restaurant unveiled at award-winning hotel


Category: Hotels

Written by Naida Ally

An award-winning hotel in Chester has recently completed a £400,000 refurbishment on a conceptual bar and restaurant, which aims to emulate the pomp and pageantry of the Queen’s Jubilee celebrations.

The new Jubilee Room and Bar at the Best Western Premier Queen Hotel is a marketing initiative created by managing director of the Feathers Hotel Group, Stuart Hunter, and Preston-based designer Nita Patel.

The creative and conceptual space features stately Union Jack-decorated thrones, a toy soldier-themed bar, a gallery of Queen’s head postage stamps throughout the years of her reign and quirky paintings reflecting the grandness of the royal household.

Since the bar’s official opening four weeks ago, the Queen Hotel has seen a substantial rise in the number of international visitors from America, Japan and all across Europe, as well as an increase in interest from existing mid-week corporate and leisure clients.

Stuart Hunter said: “Britain is an exciting place to be in 2012 and with the forthcoming Jubilee celebrations we thought it was appropriate to mark such a great event with a unique design approach.

“We’re thrilled to have created a unique, fun and engaging environment in which guests can celebrate British culture and heritage; it will undoubtedly reinforce goodwill with existing clients and create further demand through our marketing channels.”

To complement the Royal theme, the hotel’s award-winning head chef, Simon Davies, has created a Best of British menu which features favourite British dishes sourced from local produce and served up with a unique twist.

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ONYX Hospitality Group appoints two new management roles in Sales and Marketing

Thailand based hotel-management company, ONYX Hospitality Group, announced the appointment of two significant roles in the Sales and Marketing departments; Debrah Pascoe as Vice President of Sales and Hannah Filer as Director of Communications.

Debrah brings to the role over 14 years of experience in Marketing, Business Development and pre-opening in various renowned hospitality industries. Before joining ONYX, she held executive positions with Shangri-La Group for over 10 years in Singapore, Muscat and Kuala Lumpur.

She also brings strong Asia and Thailand experience, Debrah has held positions with Shangri-La Bangkok and Chiang Mai. She has a proven track record in achieving results through innovative marketing and management techniques and also has a high degree of analytical skills and sales strategy planning.

In her new role at ONYX, Debrah will oversee United Kingdom, European and Hong Kong Sales Team and activities. Additionally, she will provide support to properties under ONYX on their future strategic direction.

For Marketing, ONYX is pleased to welcome Hannah Filer, who will oversee international PR activity across the group’s four brands, Saffron, Amari, Shama and OZO.

Hannah has five years’ experience in hospitality and communications. Prior to her appointment at ONYX, she held roles with Jumeirah Hotel Resorts in the Maldives and London-based PR and representation consultancy, Hills Balfour, where she managed a number of accounts, including ONYX Hospitality Group.

In her new role, Hannah will superintend six PR offices around the world, whilst also formulating and implementing the groups PR strategy and direction.

Call for Entries: Construction Writers Association 2012 Marketing …

The Construction Writers Association (CWA) is now accepting
applications for its 2012 Marketing Communications Awards. These
awards recognize construction writers’ excellence in advertising,
corporate communications and public relations.

These awards now also include the Website Award, Electronic
Communications Award, and Webcast (or Blog) Award.

This competition showcases the best of the best in
construction-related communications and is a prestigious
acknowledgment that the work of these writers through their various
communication efforts has met a very high standard of excellence. The
competition, which is judged by seasoned business-to-business media
professionals, is open to any industry-related individual,
corporation, association or publication. Members and non-members are
encouraged to submit their best work for recognition by CWA.

The early-bird deadline is July 1. The early-bird entry fee for CWA
members is $125 plus $100 for each subsequent entry, and for
non-members the early-bird entry fee is $200 plus $125 for each
subsequent entry. After July 1, the entry fee for CWA members is $175
plus $150 for each subsequent entry and $250 plus $175 for each
subsequent entry for non-members. All entries must be postmarked by
July 21.

The Marketing Communications Awards will be presented on Oct. 23 at
the Grand Awards Reception and Dinner during CWA’s annual conference,
CONNECTED, Oct. 22-24 at the DoubleTree Hotel by Hilton in Crystal
City, Va., just minutes from downtown Washington, D.C.

For more information, visit the CWA Awards section on the CWA Web
site, ,
or contact CWA at 1(773) 687-8726 or

The Construction Writers Association (CWA), founded in 1958, is a
non-profit, non-partisan, international organization that provides a
forum for journalism, photography, marketing, and communications
professionals in all segments of the construction industry to connect
with other professionals and enhance skills through education. Visit
our website at .

Join us on LinkedIn at ,

Facebook at

and Twitter at #!/CWA_Tweets.

        For more information contact:
        Deborah Hodges
        Construction Writers Association
        1(773) 687-8726

SOURCE: Construction Writers Association

Copyright 2012 Marketwire, Inc., All rights reserved.

Exclusive Look Into “The Face-To-Face Book” With Authors Ed Keller and Brad …

The Word of Mouth Marketing Association (WOMMA) is proud to be the
first marketing association to premiere Ed Keller and Brad Fay’s new
publication, “The Face-To-Face Book,” at the upcoming WOMM-U event
May 7-9 in Chicago at the Radisson Blu Aqua Hotel. Authors Brad Fay
and Ed Keller of the Keller Fay Group will deliver a live keynote on
Tuesday, May 8 at 8:30 A.M. CDT. House Party, a highly specialized
word of mouth marketing company, will provide all WOMM-U attendees
with a free copy of this brand new publication, not yet available in

“All WOMM-U attendees will be receiving a copy of their new book and
have the amazing opportunity to hear Keller and Fay live,” WOMMA
President Suzanne Fanning said. “It’s an incredible honor to be the
first marketing association to distribute this insightful book from
two of our favorite renowned researchers. At WOMMA, our goal is to
provide our members with the latest and best information to help them
achieve unparalleled success and ‘The Face-To-Face Book’ absolutely

The new book, set to hit the shelves May 22, extols the power of the
hugely important social wave that is rolling across the world of
business today, but cautions against placing too much emphasis on the
new shiny toys of online social media. As part of their keynote
session on Tuesday May 8, “Total Social: Why Real Relationships Rule
in Digital Marketplace,” Keller and Fay will share concrete
strategies and case studies on how to create a “total social” brand,
tapping all the levers that unleash conversations to drive your
business success.

“We are thrilled and thankful that WOMMA is providing the venue for
this first release of our book, as we have been associated with the
organization since its founding, Ed having served as its first board
chairman, and myself as a board member today,” said co-author Brad
Fay, COO of Keller Fay Group, which he co-founded with Ed Keller in

WOMM-U, the premier word of mouth marketing spring event, is set to
host some of the most recognizable and influential brands in the
world today. Built around the idea that content is driving today’s
successful marketing strategies, WOMMA secured Paul Adams of
Facebook, Steve Knox from The Boston Consulting Group, Geno Church of
Brains on Fire and numerous other industry experts to speak at the
annual affair. Tickets are still available and can be reserved on the
WOMM-U website.


        --  More information about WOMM-U can be found here:            --  How to submit a request for press credentials:            --  In anticipation of their new book, Keller and Fay were recently
            published in the USA Today as part of an opinion editorial piece.

WOMMA, , is the leading trade association in
the marketing and advertising industries that focuses on word of
mouth, consumer-generated and social media platforms — or marketing
techniques that include buzz, viral, community, and influencer
marketing, as well as brand blogging. The organization is committed
to developing and maintaining appropriate ethical standards for
marketers and advertisers engaging in such marketing practices,
identifying meaningful measurement standards for such marketing
practices, and defining “best practices” for the industry.

Founded in 2004, WOMMA members include marketers and brands that use
word of mouth marketing to reinforce their core customers and to
reach out to new consumers, agencies that deliver word of mouth
services and technologies, researchers that track the word of mouth
experience and offline and online practitioners.

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Embedded Video Available:

        Todd Schorle

SOURCE: Word of Mouth Marketing Association


Copyright 2012 Marketwire, Inc., All rights reserved.

Expedia Shares Fly On Stronger Hotel Bookings

Image representing Expedia as depicted in Crun...

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Expedia beat analyst estimates by reporting an EPS of $0.26 excluding special items such as acquisition costs, depreciation, stock based compensation, interest expense, etc. However, the company posted losses of $3.3 million including special items. The quarterly revenues rose 12% to $816.5 million primarily through hotel business segment which witnessed global room nights growth of 24%.

These strong revenues offset the company’s heavy investments in new technology platforms, thereby improving the operating margins by 1.1 point to 5.9%. Going forward, the company is actively pursuing growth opportunities in international revenues. The announcement to acquire VIA travel is another step towards exploring growth prospects in Nordic region of Europe. Expedia competes with other leading online travel agencies such as Priceline, Orbitz and Travelocity.

See our complete analysis for Expedia

International Revenue Growth A Priority

Expedia has performed well on the international front, and it looks for continued growth through expansion into European and APAC (Asia Pacific) markets. The company’s corporate travel management arm Egencia reported a 25% rise in revenues accompanied by a 0.4% improvement in revenue margins. The company is willing to consume its international cash to be able to grow the Egencia brand, the acquisition of travel management company VIA Travel being one of them.

Online penetration in APAC region is estimated to be over 20% and has tremendous growth potential. Expedia’s APAC hotel business already outpaces other regions. As a result, the company wants to leverage this long term growth opportunity by diversifying into the APAC markets. Some of the initiatives by the company include joint venture with Air Asia, diversification of brands such as eLong,, Egencia, etc. The only concern being that ADR (Average Daily Rate) per hotel room is expected to decline due to lower revenues/room night in APAC region.

Airline Business Margins to Shrink

Expedia managed to improve the operating margins led by robust revenue growth from Hotel Business. However, the airline segment which constitutes 11% of the total revenues is expected to weigh on net operating margins. With the airline industry struggling from fuel price turbulence, most of the airlines have squeezed the volume based incentives for travel agencies. The current quarter saw a downside in revenue/ticket of 20%, and this is expected to go down further this year.

Since the company has capitalized its investments on technology and content, the technology expenditure is expected to maintain a 25% growth across the year due to depreciation and amortization costs. The selling and marketing expense is expected to go broadly in line with revenue.

We have a $33.19 price target on Expedia which represents a 5% upside to its current market price. We are currently revisiting our current price estimate to incorporate this quarter’s earnings and forward guidance.

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New statistics on hotel industry’s performance in 2011

Vice President and Prime Minister of the UAE and Ruler of Dubai His Highness Shaikh Mohammed bin Rashid Al Maktoum has viewed new statistics on the UAE’s hotels industry in 2011, on the sidelines of the current Arabian Travel Marketing week in Dubai.

The figures which were released by released by the National Council for Tourism and Archaeology show that hotel occupancy stood at over 14 million guests and that guestnights rose by 15% over the past few years to 40 million.

The occupancy rate went up to 70% taking revenues to AED 22 billion.

European guests topped the list of hotel guests followed by Asians, citizens of the GCC member countries while North Americans came in the fourth place.

Shaikh Mohammed hailed the achievement made by the governmental and private establishments who seek to promote tourism and attract more foreign investments and tourists.

He expressed confidence in the national material and human resources and underscored diversification of the sources of national income through a modern and diversified tourism industry.

The UAE, he noted, is now a favorite destination for foreign investors and tourists.

Innovations in Dairy: 10-12 July 2012 – Radisson Blu Hotel, Amsterdam

LONDON, April 30, 2012 /PRNewswire via COMTEX/ —

Today’s consumer expects a lot from dairy products. They want innovative products that give them added value, from indulgent flavours to nutritional and functional health benefits. However developing these products presents huge challenges to the dairy industry from overcoming the technical difficulties in taste, texture and shelf life to having to adhere to strict regulatory guidelines.

With the global dairy market forecast to reach EUR5bn by 2015*, food and beverage manufacturers are looking to develop added-value dairy products through reformulation and new ingredients that will drive growth across global markets. In response, Fi Conferences has launched Innovations in Dairy – a brand new two and a half day conference and workshop designed to offer answers to the key dairy challenges in the rapidly expanding global dairy market.

Innovations in Dairy will outline the huge growth potential for those dairy product manufacturers innovative enough to take advantage; from ways of meeting consumer demands, working around regulatory hurdles and overcoming technical challenges, to exploring growth categories and emerging market opportunities. Ingredient suppliers, consultants and research organisations will benefit from attending by having access to a wealth of insight into the sector as well as a host of networking opportunities with the leading dairy manufacturers.

To reflect the global nature of the event, the speaker panel features experts from all of the major global dairy regions including Asia, India and Europe. Speakers confirmed so far include TINE SA, Dairy UK, European Dairy Association, Meiji Co. Ltd, Tasty Dairy (India), Arla Foods, Parmalat, Danish Dairy Board, Food for Health Ireland and RSSL.

For full programme information and to register please go to .

About Fi Conferences:

Fi Conferences is an extension of Fi Europe Exhibitions, whose food ingredients event, which celebrated its 25th year in 2011, attracts over 20,000 visitors. Fi Conferences, which runs its modular conference alongside this annual exhibition, offers topic-led conferences and workshops that focus on the hottest issues facing ingredient suppliers and manufacturers in the food and beverage ingredients industry. Fi Conferences provide the information and insights needed by RD, product development, innovation and marketing professionals at both ingredient suppliers and food beverage manufacturers.

*Global Industry Analysts

For further information, please contact:

Programme Enquiries

Marie Simpson
Conference Manager
Fi Conferences

Sponsorship Enquiries

Nooshin Attarian
Business Development Manager
Fi Conferences

Press/Partnership Enquiries

Matthew Tremlett
Marketing Executive
Fi Conferences

SOURCE Fi Conferences

Copyright (C) 2012 PR Newswire. All rights reserved

iPerceptions and HSMAI Release ‘Online Satisfaction and Experience in the …

iPerceptions Inc., a leading provider of online Voice of Customer
(VoC) analytics derived from actual visitor feedback, and the
Hospitality Sales and Marketing Association International (HSMAI), a
thought leader and catalyst for hotel revenue growth, today announced
the release of their ‘Online Satisfaction and Experience in the
Hospitality Industry’ report for Q1 2012. The report shows that
online satisfaction increased among business travelers, suggesting
that hospitality brand websites are doing a better job at meeting the
needs of this important customer segment.

Business travelers represent almost a third of all hospitality
website visitors. The study found that in Q1 2012, online
satisfaction and task completion improved significantly among
business travelers, despite fewer repeat visitors and loyalty program
members. This finding could be a result of websites optimizing
content for the business traveler in an effort to better meet their
needs. Many brands have recognized in recent years that business and
leisure travelers look for different types of information, and have
addressed these needs by providing content specific to their context
of trip.

“In order to continue to increase satisfaction among business
travelers, hospitality brands will need to deliver information in the
most convenient way,” said Duff Anderson, Vice President of Research
at iPerceptions. “Mobile device use among business travelers is
almost universal. According to PhoCusWright, almost 80% of frequent
business travelers have used their mobile devices to find local
services. Thus, hospitality brands should invest in their mobile
sites to enable quick and intuitive booking, as this is clearly the
channel of the future.”

Important findings from the report include:

        --  29% of hospitality website visitors were business travelers in Q1
            2012; 60% were leisure travelers and 10% were an 'other' type of
        --  Online satisfaction for business travelers increased from 72 in Q4
            2011 to 74 in Q1 2012.
        --  Task completion for business travelers increased from 77% in Q4 2011
            to 79% in Q1 2012.
        --  Q1 2012 marks the first quarter since 2010 where loyalty program
            membership decreased versus the previous quarter.

The report is based on immediate post-experience feedback from nearly
100,000 visitors to 163 hospitality websites. The data represents
aggregated information obtained from iPerceptions’ webValidator and
4Q Suite surveys.

The report can be found on the iPerceptions website at .

The Hospitality Sales and Marketing Association
International (HSMAI) is committed to growing business for hotels and
their partners, and is the industry’s leading advocate for
intelligent, sustainable hotel revenue growth. The association
provides hotel professionals their partners with tools, insights,
and expertise to fuel sales, inspire marketing, and optimize revenue
through programs such as HSMAI’s MEET, Adrian Awards, and Revenue
Optimization Conference. HSMAI is an individual membership
organization comprising more than 7,000 members worldwide, with 40
chapters in the Americas Region. For more information, please visit .

About iPerceptions
iPerceptions is the leader in online Voice of
Customer analytics, using advanced intercept surveys to gather
feedback from representative samples of actual visitors. Its
webValidator Continuous Listening solution and 4Q Suite solution turn
millions of data points into easy-to-understand strategic and
tactical decision support, while its Web Analytics Solution Profiler
(WASP) provides superior web analytics quality assurance.
iPerceptions’ clients include such well-known brands as
InterContinental Hotels, Fairmont, Best Western, Choice Hotels
International and Wyndham Vacations. For more information, please
visit .

All trademarks and registered trademarks in this document are the
properties of their respective owners.

        Media Contact
        Barbara Reichert
        Reichert Communications, LLC
        Email Contact

SOURCE: iPerceptions            

Copyright 2012 Marketwire, Inc., All rights reserved.

DTCM soft-launches new Hotel Classification Checklists

DUBAI: Dubai’s Department of Tourism and Commerce Marketing (DTCM) has announced the soft launch of the new Hotel Classification Checklists for all categories as part of the new Classification Scheme.

The department said the New Classification Scheme highlights the quality of Guest Accommodation in the emirate, strives to satisfy all consumers and promote retention, diversified Guest Accommodation options develops new investment opportunities and opens new consumer markets, provides transparent and detailed requirements for Guest Accommodation, in line with international practices.

It encourages improved standards in Guest Accommodation portfolio. The designators allow the industry, and the destination, to conduct targeted marketing. The Accolades communicate the exceptional level of luxury Guest Accommodation available in the emirate, and identify and reward those 5-Star Hotels and Resorts, which consistently exceed expectations. It focuses on Special Needs and Environmental Initiatives and enables the consumer to conduct specific accommodation searches, and make informed choices.

The following are new features introduced in the new Scheme:

* Introduction of new categories of accommodation and grading levels to broaden the Guest Accommodation offering in the emirate and is

designed to ensure that each budget is catered to.

* Introduction and automation of new grading process to ensure that quality standards are consistently delivered, and fairly assessed.

* Introduction of overnight assessments for higher Gradings to evaluate service delivery.

* Introduction of the self assessment processes so that establishments may fully understand their compliance in advance of the official

Classification Assessment, and take any required action.

*Introduction of the Designator programme to highlight Guest Accommodation specialities, and facilitate targeted marketing.

* Introduction of the Accolade Programme to recognise and reward those hotels and resorts which consistently exceed expectations.

* New Customer Care Centre, including an Advisory Team to offer advice during all stages of the process, from new establishments to long existing establishments who may be undergoing refurbishments etc.

* Classification Software with an online portal for industry members, media and investors, with a range on e-services.

During the Arabian Travel Marketing (ATM) week, DTCM will be providing draft copies of the new Industry Manual and Criteria Checklists as well as conducting presentations highlighting the new classification scheme. Additionally, DTCM will be accepting pre-registration applications for accessing the new classification software once it goes live.

“Dubai has experienced phenomenal growth in tourism product supply and visitors volume in its journey to become a leading global destination. The resulting increase in visitors’ awareness and visitation has driven unprecedented development of Dubai’s accommodation portfolio,” Majid Al Marri, DTCM Director of Classification, said.

The Dubai Tourism Community as a whole has ambitions to substantially grow its visitors’ volume, and in doing so, requires the establishment of a range of supporting guest accommodations and price points to both attract and achieve this target, he added.

Dubai has further consolidated its position on the world tourism map with its hotels and hotel apartments posting impressive all-round performance in hotel guest numbers, cruise passengers, revenues, guestnights and average length of stay.

Dubai hosted an impressive 9.30 million hotel guests and cruise passengers in 2011, up by 10 per cent compared with the previous year. Guestnights rose by 23 per cent to 32,848,190 while the average length of stay went up by 12 per cent to 3.6 days last year.

Dubai’s 575 hotel establishments generated revenues of AED16 billion last year, an increase of 20 per cent. The year saw a five per cent increase in the number of hotel rooms and hotel apartment flats which stood at 53,828 rooms and 21,015 hotel flats.

Dubai hotels ranked number one on the global hotel occupancy list at 86.2 percent in January 2012, up from ninth place a year earlier, according to a report by the hotel industry research firm STR Global, higher than in Tokyo, Paris or New York. Occupancy rates and daily revenue per room have risen too.

Guiding its future growth ambitions, the DTCM has released the new hotel classification checklists and Classification Scheme to increase the emirate’s guest accommodation portfolio and encourage diversity in line with the international standards and the expectations of its current and future visitors.


DTCM’s objective has been to launch a new classification framework which is diverse in meeting all consumer needs and expectations, achieving uniformity and uniqueness and promotes a common understanding yet encourages individuality. This will be facilitating further marketing of the destination and establishments to specific target audiences.


A collaborative initiative, it has been jointly developed by the DTCM and the industry, through committees, workshops and benchmarking exercises.

It is designed to be sustainable, thereby promoting longevity and has a long-term framework which will last into the future.

The new scheme embraces and encourages developments in the industry in order to meet strategic targets, expandable in line with market developments and sets a high standard for the destination, yet is achievable.


The new scheme has been developed after thorough research and benchmarked against key destinations and organisations, both internationally and locally.


It has been customized and tailored to accommodate many types of guest accommodation provision locally and the specific target markets of the destination. It is fair in its scoring to accommodate all property types, to promote uniqueness whilst maintaining uniformity, and to recognize those properties which excel.

International Benchmarking

The official said in developing the new Framework a number of steps were undertaken, including extensive research with all major destinations to ascertain their practices for criteria, scoring, rating and recognition of exceptional establishments, Gap analysis of product available locally versus product required to sustain visitor expectations, software development planned as an automated and immediate system to support classification, with online access for the industry, and the criteria developed and individually written for each category and each rating.

The department said the Checklists have been developed as an extensive tool to assess the establishments against the criteria, which will be through mobile devices in the near future. Standard Operating Procedures have been developed which document all procedures for both the Classification team and the industry, in order to achieve clarity and a standard approach. The department conducted consultation workshops with industry members to review the core changes.

The Presentation agenda will include Review of new Industry Manual, Review of new Criteria Checklists, What’s New, Key differences, Scoring methodology, Assessments, Implementation plan and Demonstration of new classification software.

Latest Trends in CRM Software – hotel

Latest Trends in CRM Software

Keeping up with current trends in CRM software is vital to sustain competitiveness and ensure your business is one-step ahead of its rivals.

The importance of establishing and maintaining good customer relationship management (CRM) should be obvious to all hoteliers wanting to expand their business and increase revenue.

Luckily, CRM technology providers are brimming with ideas to align your CRM with mobile devices, cloud computing and 360 customer data.

Responsive Design: Libra OnDemand

One such advancement to hit the hotel sector comes from Libra OnDemand who has launched ‘Responsive Design’ email marketing for the hospitality industry, which offers customised displays on mobile and tablet devices. Libra OnDemand is a SaaS application that will allow hotels to communicate with guests through a number of popular social media networks.

More than 80 per cent of hospitality consumers now check their emails using Smartphones or tablet devices thanks to their surge in popularity over the last few years. Until now, a huge majority of marketing or transactional emails received on these mobile devices by hotel guests were not formatted properly for the screen size, resulting in a poor customer experience.

However, with the introduction of Libra OnDemand’s new ‘responsive design’ emails, marketing campaigns and transactional information will automatically be formatted to fit the screen of each device. Confirmations, pre-arrival communications, thank you and survey requests, which were often difficult to read on mobile devices, will now appear without the need for scrolling, squashing or pulling the text, which will please new and potential customers.

CRM and Financials: Aplicor

The use of Cloud based business software has been a very important development in hotel CRM software and is something that is constantly being expanded and improved upon. Aplicor has launched its Cloud Suite 7, which will allow hoteliers to control the cloud, modification and streamlining of business operations across the company to be able to challenge competitors with more information and resources. The Aplicor Cloud Suite 7 features comprehensive CRM and Financials in one solution, which will eliminate manual workings and help the business run more efficiently and keep the workforce mobile and evenly distributed.

Aplicor CEO, Scott Creighton said of the Aplicor Cloud Suite 7, “Small and medium sized companies are agile and social, they need a true cloud-based business software solution, one that reaches beyond traditional SaaS to drive business agility and provide a transformational individual user experience.”

Customer loyalty: GuestWare

Customer loyalty is what can drive a hotel’s revenue, especially during difficult financial times, so is an important factor to try to establish through good customer relationship management, consistent service quality and positive memorable experiences. GuestWare is a CRM System that uses technology to simplify processes that affect customer loyalty, service delivery and quality management, enabling front line staff to provide a successful one-to-one service.

GuestWare can link customer sales history with customer service information to get one comprehensive view of the customer and allows customer service agents to receive the information they need, whilst providing sales and marketing teams important data for targeted relationship marketing. The GuestWare strategy is to use technology at hotel level to create a more guest-centric, proactive business and align people and processes.

CRM is an ever-evolving mechanism so it is vital for hoteliers to keep with emerging trends and sustain their competitive edge.

By Phil Benson

See Also:

  1. Reservation System: Latest Trends in Reservation Systems
  2. Hotel Technology Trends 2012
  3. Latest Trends in Hotel Refurbishment
  4. Digital Marketing: Latest Trends in Digital Marketing
  5. Customer Experience: Latest Trends in Customer Experience

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