Resources

Blog

Comparing Social Media Management Tools for Hotels

With so many social media monitoring tools available to businesses, it’s sometimes difficult to figure out what is going to suit your needs best. A practical way to understand the time required managing the broad social landscape is to break down the types of activities being conducted. Below we look at four key functions and the tools that focus on delivering in each area.

What Does Luxury Mean Today?

Ask five people what luxury means, and you’re bound to get five different answers, perhaps sharing some common themes. Part of the problem is that our notion of luxury is changing and your cultural background will influence how you perceive it – an additional challenge for brands trying to address a global market.

Interview with Peter Lee: Designing the Ideal Customer Experience

Last month, we had the opportunity to interview Peter Lee, Customer Experience Consultant at Cisco. Lee has previously led companies such as IBM, Walt Disney and PetSmart in creating innovative solutions that successfully deliver on business goals. His perspective provides valuable insight for any consumer facing business that is looking towards the future.

Insights

Guest Engagement Workflow template

Quickly create a clear and actionable plan for your team to respond to guests on social media. The template we’ve created will allow you to create efficiencies as well as provide a standard by which all staff can respond to guests.

Case Studies

Dusit Thani Maldives

Located within a UNESCO Biosphere Reserve, Dusit Thani Maldives is famed for its beauty and high level of hospitality. Recognising the increasing significance of personalisation in the luxury segment, the team sought a way to elevate the guest experience and feature the uniqueness of the guest experiences through user generated content.

Novotel Paris Centre Tour Eiffel

In an environment where hospitality is becoming increasingly commoditised, AccorHotels aims to deliver quality service to their guests that remains personal. Keeping a competitive edge and ensuring that their visitors receive the best possible service requires ongoing feedback and insight into the guest experience.

Virgin Hotel Chicago

Virgin Hotels Chicago is the first of Virgin’s boutique hotels. They recognised that their Food & Beverage offerings played a key part in driving traffic to their hotel, so they embarked on a strategy to promote their venues and gain insight into the guest experience.

Press

Monitoring Social Media

How do you keep up with what billions of people are saying on social media? Relax. Somebody is doing it for you. Local Measure, based in Sydney, Australia, calls itself “the leading customer intelligence platform in the tourism and hospitality sectors” and works with major companies like Accor, IHG, Virgin and Qantas.

How AccorHotels is building emotional connections with customers

Delivering great customer experiences onsite is a mandatory requirement for any successful hospitality business. But how do you do you create that connection once the customer has moved on – or before they have even arrived? This was the question posed by chief operating officer of AccorHotels in the Pacific region, Simon McGrath, as he strived to increase occupancy rates across more than 200 local properties.