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Guest Booking Path Phase III: Booking

The Booking: at once the Holy Grail, the Great White Whale, and the Great Pyramid of the modern travel world. Though at times evasive, the booking is the pinnacle of achievement. After visiting an average of 38 websites and threatening abandonment for a better rate here or a better review there, a traveler has decided …

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The Achilles Heel of Growing Hospitality Companies: Multi-Channel Lead Management

“The NAVIS tracking and lead management system has been very beneficial for our business… We are able to pull data very easily and follow up with potential guests that didn’t book on first (or second) contact… I couldn’t imagine managing a sales team without it.”1 Katrina George, Revenue Manager Emerald Isle Realty Right now globally …

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The Question Isn’t Whether to Outsource Calls, It Is How Much

Most people have heard about the extremes that Zappos.com will go to for customers, sometimes even sending them to competitors if it means the customer is better served. In fact, the company’s mission is to provide the very best customer experience in the online retail world. As a result, Zappos staffs its call center 24 …

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Profitability Strategy #5: 5 Must-Have Tactics to Beat the Competition

There is no denying that traveler demand has grown—in fact, it is anticipated to double in the next 20 years alongside population growth (Forbes). However, the increased volume of travelers only accounts for a portion of the vacation rental boom of the past few years. The growth of the vacation rental industry has been equally …

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Profitability Strategy #1: Maximize the Value of Vacation Rental Leads

French writer Émile Zola once said, “If I cannot overwhelm with my quality, I will overwhelm with my quantity.” So often in hospitality this is the case—the desire for more leads rather than a higher quality of them—and it is a trend to which vacation rentals are especially prone. Both quantity and quality must be …

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5 Strategies to Increase Vacation Rental Profitability in 2016

From 2013 to 2014, vacation home sales rose 57.4% and almost 90% of those are on their way to the rental market right now (Washington Post, HomeAway). As vacation rental management companies (VRMC’s) embark on strategies and budgets for the coming year, consideration must be given to the increasingly demanding expectations of owners and guests. …

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The Most Valuable High Touch Guest Service Channels in the High Tech Digital Age

These days, the guest journey has grown more complex. On a typical day in 2015, millions of people worldwide will book lodging accommodations. The exponential growth of the internet and the use of mobile devices by travelers who shop, plan, and book online shines a light on the challenges hoteliers face in their fragmented, complex …