The excellence of hotel service is the best promotional material

first_imgHotel management is more and more obsessed with numbers, calculations, determining the best sales channels, and maximizing overall ROI. If something is not guaranteed, they are hard to separate from the money for communication activities. In the fight for profit, one often forgets to take into account hospitality and the guest experience in general. However, hotel management often turns its head in front of negative criticism of guests on forums and social networks, believing that they cannot learn too much from it. And so often one of the most important factors in the hotel industry – service, often becomes “out of service”.PROVIDE THE GUEST WITH AN ADDITIONAL EXPERIENCE, NOT JUST THE PROMISED SERVICES The end result of the hotel experience is impossible to put into calculations, but this does not mean that its quality does not play a significant role in the final results. While all parts of the hotel story are important and one should be smart with technical innovations and modern standards, one must by no means forget the feeling, experience and added value for the guest. Because one thing is for sure, when a traveler visits any hotel, he is not an inspector and does not ask for all the technical specifications and services listed on the website or in the reservation systems.What that same traveler expects is that these services will be found no matter what. Instead, he expects a whole host of positive feelings; he expects to be appreciated, pampered, expects to be pampered by all his senses and to ultimately experience everything he does not have the opportunity to experience in everyday life.KINDNESS AND DEDICATION SHOULD BE THE MAIN WORD IN THE HOSPITALITYAs a hotelier, you must not forget that just one nice gesture, just one small extra service or some nice sentence will be the best promotional material for your hotel. Often you yourself are not even aware of how easy it is to get a new hotel ambassador, and how much the positive atmosphere in the hotel contributes to better reviews.Today, when social media and travel forums are a powerful tool in deciding on the choice of hotel, it is especially important to focus on the communication activities of the hotel, from the stage of imagination of the guest to the stage of staying in the hotel. The power of a recommendation, whether online or oral, is extremely important and can easily bring you positive publicity, but also one bad move can easily turn the whole 360-degree business story into a negative. The arrogant way of doing business has not brought great results to anyone in the hotel industry, because guests really care how they feel about returning from a trip.Photo: Unsplash.comAS A HOTEL HOTEL, ASK YOURSELF EVERY DAY A FEW QUESTIONS:Do you pay enough attention to the guest experience?Eg. Have you introduced any “gastro travel” in your catering offer? Does your mini club work inspiringly and does it really help parents? Have you thought about organizing some theme clubs at the hotel? Namely, today people often travel because of hobbies and the desire to socialize with like-minded people… Is your wellness really as extraordinary and unique as it is written in your brochures? Are your receptionists sufficiently educated to tell guests the story of the destination itself and share useful recommendations and advice? Are you fast and efficient and do you provide service 24 hours a day? Does your food and beverage manager have enough authority to cheer up a dissatisfied guest with some free catering surprise during their stay? Do you care in general about how your staff treats dissatisfied guests? And finally, how helpful is your staff to the guest and how common is it for them to laugh when they pass by the guest?What story are you telling the world? What’s your story? Does your hotel have any special features that you are proud of? Did you include stories from the destination in the stories about your hotel? Maybe just the history and tradition of the place or the people associated with the hotel could be a great story? Maybe gastronomic specialties and your catering offer in general are something you should talk more about? Or do you have a unique hotel design, designer furniture or your own brand within the hotel from which you could make an interesting story? Great stories also arise from the style of the hotel, whether you go in the direction of lifestyle, holistic approach, fun, family vacation, honeymoon. Each model provides material for many new stories.No matter what characterizes you best, be sure to make a story about it! Be authentic and honest! And finally, be determined to achieve publicity on a topic that suits you, and that is of course possible if you have a good PR plan. It is important to be inspiring in continuity and always awaken the imagination of a potential guest!How do you connect with your potential guests who are in the process of planning and dreaming about their ideal destination?Do you develop the image of your hotel on a “storytelling model”, ie do you tell stories about your specific services and experiences of the area in which you are located? Do you have great photos and videos that show the experience during your stay at your hotel?Do you connect with your guests through social media? Do you answer questions on travel forums? Do you answer questions with some splint or tailor made approach? Do you have a loyalty program for your guests? Do you inform your old guests regularly about your current offer? Do you remember your guest during the year with a nice gesture such as a birthday card, holidays…?Remember, in the hotel industry, the personalization of the guest is extremely important. Hotel staff should be constantly educated on this issue and find solutions that offer a caring, yet not intrusive approach to the guest. Because every guest wants to feel honored and special, and this is possible even with a small gesture of addressing the guest by direct email or a nice response on social networks.Photo: Unsplash.comDo you listen to what guests say about the hotel experience in reviews on travel forums? Guest comments are important because they speak to their experience of your content. They often provide great guidance for the next steps on how to improve your business in a variety of ways. If you read the reviews carefully, you can reach business priorities, which you should implement as soon as possible.Databases are the key to excellent user experience management. They help detect many at first invisible patterns of behavior and definitely open up new opportunities to improve the service. Sometimes customer reviews and responses will easily help you develop a new effective hotel service.Do you have a clear PR strategy?Remember, PR strategy and activity plan not only serve to attract guests to the hotel, they also serve to better understand the real needs of guests and extraordinary work in the facility when the guest came to enjoy the experience.Without a clear PR strategy, the image of a hotel can very easily weaken and in the long run it will not be clear who you really are and what values ​​you represent. It is probably of little importance to any hotel to be just one of the options in the reservation systems, and in order not to stay that way, it is important to constantly tell stories about your hotel. Stories that will set it apart from others on the market.Are internal and external communication in the hotel equally important to you?When talking about the PR strategy of a hotel, it is important to remember that no PR plan will be implemented with a result if there is no excellent communication between the hotel staff.In other words, if your public relations department does not communicate with other departments, starting from the household, reception and bartender to the sales team, and if everyone does not understand their share of story and responsibility, the effectiveness of PR activities is greatly reduced. It is disappointing that some of the hotels do not have any PR strategy at all, let alone a clear plan. The sales department is often expected to plan and carry out marketing and PR activities and to take all necessary actions for the best promotion of the hotel. And while it’s extremely important that the marketing and PR departments work great with the sales department, these are completely different roles. Three in one can hardly have a long-term positive effect on hotel image and figures.Photo: Unsplash.comMAKE YOUR GUEST FEEL SPECIALKindness, dedication and individual and professional attitude towards each guest should be the foundation of quality hotel business. A fresh dose of positive every day will always delight your guest again and again. Therefore, make sure that your staff is friendly, smiling and ready to offer and refer to additional facilities of your hotel and the area in which you are. The guest always wants to feel special and experience everything that everyday life does not provide.You must never forget how important mutual communication is in all hotel departments. Without understanding and solving problems on one side of the hotel, the other side cannot be expected to function properly. Lastly, remember that word of mouth is still a powerful promotional tool, and social media is a place where good or bad news about your service spreads quickly. Therefore, always pay attention to the excellence of your service because their value will overshadow any promotional material.Author: Marijana Brdovnik, – Travel PR & Travel Branding agencylast_img read more


Who will Man Utd face in play-off?

first_img Domestic finish: Second in Belgian league Best performance in Champions League: Runner-up 1977/78 Route to play-off: Beat Panathinaikos 4-2 on aggregate in third qualifying round Manager: Michel Preud’homme Danger man: Obbi Oulare – 19-year-old striker reportedly scouted by United last season. Scored final goal in this week’s 3-0 win over Pana. Verdict: Probably the most favourable draw for United even though the aggregate win over Panathinaikos should not be sniffed at. Team: CSKA Moscow (Russia) Domestic finish: Runners-up in Russian league Here, Press Association Sport looks at the five opponents United could face. Team: Club Brugge (Belgium) Manchester United will learn who they will take on in the Champions League play-off round on Friday. Best performance in Champions League: Quarter-finals 2009/10) Route to play-off: Beat Sparta Prague 5-4 on aggregate in third qualifying round Manager: Leonid Slutsky Danger man: Alan Dzagoev – a dangerous midfielder who has put the horrors of a massacre in his hometown of Beslan behind him to go on and become a star in Russia. Verdict: Not the most dangerous of opponents, but United will be looking to avoid a long flight to Russia. Team: Lazio (Italy) Domestic finish: Third in Italian league Best performance in Champions League: Quarter-finals 99/00 Route to play-off: Direct entry Manager: Stefano Pioli Danger man: Ravel Morrison – the former Manchester United youth product scored four goals in his first two games for Lazio in pre-season, but he is a doubt with an ankle problem. Verdict: Another one United will be looking to avoid. Lazio may not be the force they once were, but the club – and their passionate fans – will be desperate to make the group stages after an eight-year absence from the competition. Team: Monaco (France) Domestic finish: Third in French league Best performance in Champions League: Runners-up 2003/04 Route to play-off: Beat Young Boys 7-1 on aggregate in third qualifying round Manager: Leonardo Jardim Danger man: Stephan El Shaarawy – Swapped AC Milan for Monaco this summer. Scored a stunning solo effort on his home debut in the 4-0 win over Young Boys. Verdict: Probably the most dangerous opponents in the draw. Monaco knocked Arsenal out last year en route to the quarter-finals and have an array of talent among their ranks. Team: Rapid Vienna (Austria) Domestic finish: Second in Austrian league Best performance in Champions League: Semi-finalists 1960/61 Route to play-off: Beat Ajax 5-4 on aggregate in third qualifying round Manager: Zoran Barisic Danger man: Louis Schaub – 20-year-old attacking midfielder who scored twice in the shock 3-2 win over Ajax. Verdict: Definitely the team United will be hoping to draw. Squad lacks experience and depth. Press Associationlast_img read more


Cricket News Dinesh Karthik little better than Rishabh Pant who is liability in field, says Sanjay Manjrekar

first_img“He has done well in the opportunities he has got, but he has been around for a long time and the selectors are thinking just like me – World Cup, big stage, big match, 50-overs cricket, Dinesh Karthik. Ambati Rayudu by playing that innings in New Zealand when he put India on the track of recovery and got the team to get a big score. Dinesh Karthik hasn’t played that kind of an innings. He has mostly played the role of a finisher. So this is where the numbers are disregarded by the selectors, the captain, the management and they are thinking temperamentally so far what we have seen of Karthik, is he someone who will excite us a 50-overs cricket at World Cup and they have said no and I don’t grudge them for that,” Manjrekar explained. Sanjay Manjrekar also compared Rishabh Pant and Dinesh Karthik, and eventually went on saying that Karthik is little better than Pant as Pant is a liability in the field.”Both have got distinct weaknesses in the field with Dhoni keeping wickets. Karthik is actually little better than Pant who is a liability in the field. But because of Pant’s recent exploits, he has given a sort of hope. But I am not a big supporter of Pant as a batsman because he still hasn’t set the stage on fire in 50-overs cricket and so you play him no matter what,” Manjrekar concluded. For all the Latest Sports News News, Cricket News News, Download News Nation Android and iOS Mobile Apps. Dinesh Karthik has seen a T20 specialist believes Manjrekar.Dinesh Karthik is little better than Rishabh Pant. India will be up against Australia for a limited-overs series starting on 24th February. New Delhi: After the series Down Under, Australia will be up against India in their own backyard. In the meantime, BCCI has named a few interesting names and dropped a few surprising ones. While the likes of KL Rahul and Rishabh Pant have been called back into the squad, the wicket-keeper batsman Dinesh Karthik didn’t make it to the fifty overs team. Karthik’s exclusion from the ODI squad came as a big shock for the cricket fraternity as they eventually raised their voices. Karthik, from the time he is back in the colored jersey, has done extensively well and played a few heroics. One of them is still in the fresh memory – the last ball six in the Nidahas Trophy final.After the announcement, the cricket pundits opined their thoughts and one of them turned out to be former Indian cricketer and flamboyant commentator Sanjay Manjrekar. Speaking to Espncricinfo, Manjrekar went on saying that exclusion of Karthik is probably the end of the road for him in the 50-over format. He believes that the decision by the Board of Control for Cricket in India (BCCI) has made one thing clear that the team management is looking at him as a T20 specialist only.”His fans will feel sorry because with the opportunity he has got, he has done as well as he could but I feel with this selection or non-selection of Karthik, India have told everyone that we look at Karthik as a T20 batsman and his 50-over future is over as far as we are concerned.”Manjrekar feels that despite some match-winning knocks he has not played an innings like Ambati Rayudu, who scored a match-defining 90 to revive India’s innings. And with most of his knocks coming as a finisher, the numbers have been overlooked.  highlightslast_img read more


MBB : Olivero: SU needs to fix zone deficiencies after being exposed in 2 losses

first_imgSandwiched inside a random Carrier Dome locker Saturday, Mike Hopkins looked defeated. Slouching between the grated orange metal following Syracuse’s 83-72 loss to Villanova, the SU assistant coach Hopkins was in the same position as Arinze Onuaku 10 months earlier.Ten months ago, the former SU center Onuaku cried behind a towel while stowing away, finding solace in a single EnergySolutions Arena locker. At the Sweet 16 in Salt Lake City, Onuaku’s career came to an abrupt end. The No. 1 seed Orange had failed. As his teammates fielded questions about the upset loss to Butler, Onuaku tried to block everything out.Saturday, though, there was no hiding behind a towel for Hopkins. The loss wasn’t of the same magnitude. Syracuse’s season isn’t over. But still, the assistant coach sat there for a moment, scanning the locker room and thinking. For a team at a crossroads, it was perhaps the most telling image of reflection.That crossroads comes from the Orange’s inefficiencies in what was a vaunted 2-3 zone.‘In the first half, we were not good defensively,’ SU head coach Jim Boeheim said. ‘We let them into the lane and let them get open 3s.’AdvertisementThis is placeholder textThe failure of the 2-3 zone was the prime reason Syracuse lost to Pittsburgh Monday, as the Orange went down 19-0 in the game’s first eight minutes. It was the prime reason Syracuse lost to Villanova, as eight Wildcat 3-pointers helped Villanova to 40 first-half points.Five days prior to Saturday’s Villanova game, Hopkins could sense that this exact dilemma was on the brink of arriving. The Panthers exposed the Orange’s 2-3 zone for the first time all year. It explicitly showed all future SU opponents an efficient way to get ahead of Syracuse.‘What a lot of teams do,’ Hopkins said in Pittsburgh, ‘is they watch the tape, and they do it the same way. We are going to have to do a better job keeping those guards out of the lane because Villanova is a pretty good team.’Saturday, with a season-high 11 3-pointers, Villanova’s guards rarely got in the lane. The Wildcats pounced. But they didn’t do it in the same way as Pittsburgh. Rather, the opposite.And when watching the film, opponents can couple it with the grim reality of statistics. Pittsburgh and Villanova were polar opposites for this SU 2-3 zone. Against the Panthers, Nasir Robinson and company bullied SU for 32 points in the paint. Against Villanova, the Wildcats registered only two points in the paint at halftime, as 18 of their first 24 points came from behind the arc.Syracuse’s suffocating zone failed against two different approaches, and Hopkins’ worst nightmare came to fruition. Until the deficiencies in the zone are quelled, the Orange won’t be the top-five team it should be.In five days, SU’s zone defense was gutted. Now, instead of just watching the tape of the Pittsburgh loss, Seton Hall and the rest of SU’s 10 regular-season opponents will have two games to watch. Two different classes and lessons to be learned on how to attack the zone.That is a real cause for concern. That is the main cloud above Syracuse’s collective heads, as well as the heads of Boeheim and Hopkins.With Hopkins in the locker like Onuaku 10 months ago, the scene after Saturday’s Villanova game bore a resemblance to postgame Butler for SU’s coaches and players.Villanova lit up the Orange to hand SU its second consecutive loss. An 18-0 start to the season was forgotten, replaced instead by a losing streak. Questions remain to be answered.The paramount answer this team is searching for now is one that was on full display in front of 33,736 at the Dome Saturday and one that had Hopkins and others sitting coldly next to and in lockers.Will SU’s zone rehabilitate?If it does, this Syracuse team is one talented enough to prevent a repeat of Onuaku’s scene, not in January but March. And despite the frustrating loss Saturday, Boeheim still has hope.‘We can get there, but right now we’re not good enough to beat a top-five team,’ Boeheim said. ‘I think we can get better, but we still have a lot of work ahead of us.’Tony Olivero is the development editor at The Daily Orange, where his column appears occasionally. He can be reached at Comments Published on January 23, 2011 at 12:00 pmcenter_img Facebook Twitter Google+last_img read more