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  • Guest Service / Customer Experience Mgmt
  • Mining Social Media is More Than a Marketing Activity

  • There is no denying that the explosion of social media has forever changed the hospitality industry. Guests are increasingly tweeting, posting, texting, emailing, communicating, and commenting on the hotel guest experience - both the good and not-so-good. In today’s online world, one bad guest experience can be shared easily and broadcast to thousands of prospective and existing customers, magnifying its effect in minutes. As Jeff Bezos is quoted as saying, “Make a customer unhappy in the real world, they might tell six friends. Make a customer unhappy on the Internet, they can each tell 6,000 friends.”

    With more travelers turning to the web for travel advice, it’s no wonder hotels are paying close attention to this channel. In a recent survey analyzing consumer behavior, Travelzoo found that 81% of travelers turned to hotel review sites to help with their decision making. Eighty-one percent! Half of those polled said online reviews from previous guests are the most influential. TripAdvisor puts that number a bit higher, stating recently that 87% of travelers read reviews when planning their next trip

    Rather than fearing the transparency inherent in social media, most hotels have come to understand the opportunities consumer generated content online ...

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Hotel Business Review Guest Service / Customer Experience Mgmt

John Ely
Steven Ferry
Roberta Nedry
Mark  Lomanno
Michael DiLeva
Connie Rheams
Roberta Nedry
Coming Up In The June Online Hotel Business Review


Feature Focus
New Trends in Hotel Architecture and Design
On any hotel design project, architects are generally serving at least three masters - the owner/developer, the hotel operator, and the general public who will utilize the hotel - and each have their own goals, objectives and demands. The owner/developer is concerned with brand standards, the target market and the hotel's locale, while the operator is concerned about achieving the highest possible revenue through efficient design. The public is demanding that architecture and design be fully integrated into the guest experience, based on prevailing tastes and preferences. The architect's role is to respond professionally and efficiently to meet the demands of all and to develop a unified solution. Though each project has its own prerequisites and obligations, there are some general design trends which seem to be prevalent across the industry. First, there is an increased emphasis on the importance of the lobby. The principle here is that first impressions matter and that a hotel has only a few minutes to convince a guest that they have made the right decision. Hotel lobbies are being completely re-imagined - from eliminating front desks altogether to turning lobbies into warm, intimate social spaces, replete with fireplaces and comfortable furniture. There is also an increasing use of ambient natural light, even in large spaces like ballrooms and meeting rooms. In addition, there is greater emphasis on incorporating the distinctive attributes of any given location into the hotel design, which guests are defining as central to their experiences. The June issue of the Hotel Business Review will report on all these exciting developments in the fields of architecture and design.
In this issue...
Experiential Design Across All Sectors
Challenges of Contemporary Design in Historic Buildings
Ideal Meeting Spaces Should Offer Flexibility, Flexibility and Then Some
The Hotel Lobby
PLUS: Keeping an Eye on the Return on Design; Check In To the Future; L'AND Vineyards Wine Resort; How to Preserve Architectural Detail; Catering to Women in Hotel Design; Sustainability Retrofits, and much more.