“Can we get an upgrade?” A common question asked of front desk agents. What is it that makes guests think that they’re entitled to free room upgrades? A quick search online for how to get free room upgrades will result Continue reading Free Room Upgrades – How Do They Affect Hotels?
You can get away with a lot by spinning your words around to elicit a positive response from the person you’re interacting with. But, spinning your words in the context of guest service does not mean doing what the guest asks in Continue reading Spinning Your Words – 15% or $100?
I explained the relationship between hotels and online travel agencies (OTA) and broke down their contractual agreements in this previous post. When it comes to negotiating agreements with online travel agencies they don’t allow much room for movement when it comes Continue reading Maximize Hotel Revenue – OTA’s
Every day we see images on the internet, television and billboards for websites that are advertising hotel rooms at rates that appear too good to be true. Sites like Expedia, Priceline, Orbitz Worldwide and Travelocity offer rates better than those Continue reading How Online Travel Agencies Work