In the current economy, it's more important than ever to conserve resources and cut costs. One of the best ways to streamline operations is to automate inventory and procurement. Hotels that do so typically report savings in the range of 5 percent to 15 percent - through efficiencies as well as direct cost savings. The operational benefits of e-procurement are numerous, including reduced inventory levels, improved auditing and financial control, elimination of paperwork, enhanced staff efficiency and shortened delivery time. Today's systems take inventory and procurement to an entirely new level with automated e-mail bids, the ability to route purchase requisitions for approval via e-mail or PDA, electronic invoicing, budget tracking, business intelligence functionality and more. In this article, I outline five top reasons to automate your hotel's inventory and procurement system. READ MORE

Social media has certainly given power to the people. But social has also given hotel executives the power to derive actionable strategies based on feedback from its most important data source: their own customers. Integrating social media feedback into a hotel's customer relationship management is more than simply hanging out with your customers online. It's about using the real-time, voice-of-customer intelligence inherent in your guests' online conversations to understand not only what your guests are saying, but also why they are saying it and how it impacts your business strategy - and using that intelligence to deliver a superior guest experience. READ MORE

How often do you think your hotel guests, upon pulling up the covers after a hectic day of travel, say to themselves, “Boy, this hotel chain really understands me.” In fact, most hotel chains do have the wherewithal to really understand their customers. It's simply a matter of how we gather their information and deploy it across the organization that will distinguish those of us who truly know our guests. Through the responsible and sophisticated use of data, hotels can deliver experiences that are relevant, which in turn will lead to customer intimacy and, ultimately, emotional loyalty with your brand. READ MORE

Complaints have been a part of our industry since the beginning. But in our technology driven age, these complaints are now out there for the whole world to see - literally! And to top it off, they may or may not be written by actual guests. Whether real or imagined, fair or unfair, these reviews need to be handled. But how they are handled can make or break the hotel. Do not miss the opportunity these reviews present to create new relationships and solidify old ones. READ MORE

Customer satisfaction is a vital component to any business, but in the hotel service industry, creating, maintaining and growing a loyal customer base is an essential element of success. From understanding your customer's needs and training your staff to customizing your services and creating memorable moments of engagement, there are many tips to help manage and maintain a positive customer experience. READ MORE