Wubook is happy to present set of experimental articles dedicated to our thoughts of hotel’s marketing and management. Technologies of Wubook are the main topics of all our articles. But, we want to make experimental posts where you will find more Ideology.
First topic: lets increasing direct bookings!
Each action must be bended to one’s goal.
Each element of your Company, you, your colleagues, owners, chambermaids must be involved in progress of Hotel. Together you are powerful onward movement!
Lets pay attention to direct bookings. They give mobility and independence to you.
Of course, you realize importance of fact, that you must have direct reservations through your web booking engine, phone calls and mail orders.
Marketing plans, advertising, projects are drawn “somewhere”, faraway from Reception. But who is answering phone calls? Who is answering mails? Who is speaking with guests? Who is the Boss of incoming guests?
It depends on the size, conception, management of the hotel. This task can be done by Reservation office, Sales department, reception. In most independent and small hotels all work is done in Reception.
And what can we talk here about?
We are often visiting hotels and hotel managers asks us to listen how they work with guests on phone. The most common problem is treatment of incoming calls. Most managers think that it is something very usual.
I call you for thinking that we all must build right and new relations with guests.
From now: let yourself call yourself Sales Managers. Let all your staff will be sales managers.
Once I was in the office of one of the popular but little hotel chain in Russia. I heard the ideal dialog.
Manager gave to the guest very detailed information about the hotel: about staff advantages, location advantages, about superb Italian restaurant with democratic prices that is situated very near. She also told that they had just bought new puffy blanket, about rating on Tripadviser and so on.
Friends, you have many things to tell for sure.
Yesterday I read report about facts that influence in hotel choice:
- Location – 40%
- Price – 25%
- Recommendation of friends – 10%
- Primary (first) communication on phone, mail, web– 9%
- Reviews – 9%
- Reputation, Brand– 5%
- … and some other things.
We can do nothing with our location. But we can manage not only our price, but we can very active manage first communications with guests.
We cannot ignore any request, any appeal.
Wubook is rapidly growing company because each member of our team not only high-class technical professional, but also Sales Manager. NO! Each of us does not “sell” you as it often considered. But we serve. We devote ourselves to the service of technology and you.
I call you to serve you partners and guests.
We wish you more direct reservations.