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Opinion

Reviews on TripAdvisor: What Matter to the Different Generations

Among the various forms of electronic word-of-mouth, online reviews are often labelled as the most prominent and successful in influencing consumers’ purchase decision. In February 2024, Statista reported that the number of reviews on TripAdvisor ha...

Lee Keng Ng
Lee Keng Ng
Associate Professor at Singapore Institute of Technology (SIT)
Singapore Institute of Technology (SIT)
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Reputation Management
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Consumer Trends
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Market Segments
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Lee Keng Ng
by Lee Keng Ng
29 April 2024Singapore Institute of Technology (SIT)Reputation Management
Singapore Institute of Technology (SIT)
How do Michelin Keys ratings stack up against guest reviews?
Opinion

How do Michelin Keys ratings stack up against guest reviews?

Michelin, a name synonymous with culinary excellence and a beacon for food enthusiasts around the globe, has recently ventured into a new domain with the launch of its hotel rating system, the Michelin Key. This move marks a significant expansion of...

Bruno Saragat
Bruno Saragat
Product Specialist at Shiji ReviewPro
Shiji
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Food & Beverage
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Culinary Arts
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Reputation Management
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Guest Experience
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Bruno Saragat
by Bruno Saragat
19 April 2024ShijiReputation Management
How do Michelin Keys ratings stack up against guest reviews?
Opinion

Legacy PMS is Negatively Impacting Guest Intelligence and a Barrier to Innovation

As the former COO of Shiji ReviewPro, my team and I have worked with many clients over the years across the globe to optimise the process of the collection of quality of the guest data that they are collecting from their guests during the reservatio...

Neil James
Neil James
Chief Operating Officer (COO) of Shiji Guest Solutions
Shiji
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Information Technology
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Property Technology
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Reputation Management
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Guest Experience
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Neil James
by Neil James
19 March 2024ShijiReputation Management
Shiji Group
Press Release

Should Revenue Management be involved in Reputation Management?

We know that reputation management is important, but how involved should revenue managers be in that process? I brought this topic to the leaders of the HSMAI Revenue Optimization Advisory Board to discuss our role in reputation management. Below ar...

The Hospitality Sales and Marketing Association International (HSMAI)
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Revenue Management
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Reputation Management
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Should Revenue Management be involved in Reputation Management?15 March 2024HSMAIReputation Management
Should Revenue Management be involved in Reputation Management?
Opinion

The Double-Edged Sword of Instant Feedback in Our Hyper-Connected World

An analysis of the effects of frequent and detailed feedback regarding customer satisfaction produced an unexpected outcome for a Spain-based firm. The firm created a bonus program that rewarded its contractors for favorable customer-satisfaction sc...

Pablo Casas-Arce
Pablo Casas-Arce
Associate Professor at Arizona State University
Cornell
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Reputation Management
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Pablo Casas-Arce
by Pablo Casas-Arce, Asís Martínez-Jerez and Sofia Lourenço
7 March 2024CornellReputation Management
Cornell | Nolan School of Hotel Administration
Podcast

Are Sub-Optimal Reviews Sabotaging Your Hotel Marketing ROI?

Adele Gutman and Stephanie Smith on Get Great Reviews podcast discuss how your hotel reviews can either work to improve your ROI or sabotage it. Stephanie introduces a 30-point checklist audit to assess a hotel’s total online presence, where reviews...

Cogwheel Marketing
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Sales & Marketing
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Reputation Management
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Digital Marketing
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Are Sub-Optimal Reviews Sabotaging Your Hotel Marketing ROI?
by Stephanie Sparks Smith and Adele Gutman Milne
14 February 2024Cogwheel MarketingReputation Management
Are Sub-Optimal Reviews Sabotaging Your Hotel Marketing ROI?
Hotel call center 101: Elevate the guest experience and drive direct bookings
Opinion

Hotel call center 101: Elevate the guest experience and drive direct bookings

Imagine a guest calling your hotel, resort, or casino. They desire instant connections, quick responses to their queries, and reservation information. To achieve this, you need a skilled team poised to promptly fulfill those needs.

Karen Stephens
Karen Stephens
Chief Revenue Officer at Revinate
Revinate, Inc.
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Sales & Marketing
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Revenue Management
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Reputation Management
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Lodging Industry
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Karen Stephens
by Karen Stephens
13 February 2024Revinate, Inc.Reputation Management
Hotel call center 101: Elevate the guest experience and drive direct bookings
Booking.com Reveals the Year’s Most Welcoming Destinations and the Traveller Review Awards 2024 Recipients
Press Release

Booking.com Reveals the Year’s Most Welcoming Destinations and the Traveller Review Awards 2024 Recipients

Booking.com, global leader in connecting travelers with the widest choice of incredible places to stay, great things to do, and transport options, such as flights, car rentals and taxis, is announcing the recipients of its 12th annual Traveller Revi...

Booking.com
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Awards and Accolades
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Reputation Management
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Online Travel Agencies (OTA)
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Destination Marketing
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Booking.com Reveals the Year’s Most Welcoming Destinations and the Traveller Review Awards 2024 Recipients26 January 2024Booking.comReputation Management
Booking.com Reveals the Year’s Most Welcoming Destinations and the Traveller Review Awards 2024 Recipients