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Month: August 2023

HOW TO BUILD THE TRUST AND LOYALTY OF YOUR HOTEL GUESTS?

Posted on by adminBooking

 

 

A satisfied customer is the best business strategy of all!


Build impression with “Visible Cleaning”
Most Hotels execute cleaning and maintenance of hotel facilities such as Swimming Pools, Changing Rooms, Toilets, Gyms,
Conference Rooms, and Corridors when they are closed at night. However, the best way to substantiate it is to demonstrate the
hygiene standards and that will occur when the guests see it happening in person as they walk about the hotel. Swimming
pools, changing rooms, toilets, and changing rooms are high-risk areas and should be thoroughly disinfected time and again,
especially during peak season. It’s going to build the trust of guests if they see staff constantly cleaning, disinfecting, and wiping
down surfaces.

Offer Freebies to your Guests [Loyalty Programs]
Offering rewards or free things to guests is one of the most effective strategies to build the credibility of your hotel. For instance,
the Hotelier could offer a welcome drink, chocolates, flowers, etc upon their arrival. Also, the hotelier can offer guests a buy
one, get one free deal on Dry cleaning/Spa service, etc.

Flexible Cancellation Policy
An up-to-date and flexible cancellation policy is a must because its benefit overrides any loss in/ missed revenue. Providing guests
with the provision to cancel rooms 48 hours prior to their arrival can boost bookings and build trust at the same time.

Proactive Issue Resolution Mechanism
The Hotel should have a dedicated desk for effective and speedy grievance redressal. It’s a key way of earning the trust of
potential guests and nurturing relationships with past clients. Hotel owners should put in place a very robust and customerfriendly mechanism in order to make sure that all complaints are quickly resolved in an effective manner and the Hotelier
gets the information of each and every grievance.

Prioritize the protocol of “Polite and Humble staff”
The importance of humility and staff behaviour cannot be overstated in the business of Hotel Industry.


Etiquettes and Manners for Hotel Staff
▪ Give the guest a warm and sincere welcome.
▪ Greet guests with a warm smile.
▪ Keep a kind and pleasing expression.
▪ Empathize with Guests.
▪ Be confident.
▪ Give time to the guest and never rush with them.
▪ Be well-groomed.
▪ Maintain professional behavior.
▪ Be thoughtful and polite.
▪ Never argue with guests. Handle rude Guests skilfully. Remember “Guest is Always Right”.
▪ Never gossip about one guest with another.
▪ Make guests feel safe and comfortable.
▪ Have a positive approach.
▪ Avoid discussing religion or politics with guests.
▪ Have a good eye for detail in order to meet the unique needs of each guest.
▪ Be proficient, stay updated, and have a good knowledge of A-to-Z products and services provided by the Hotel.
▪ Have good eye contact with the guest while addressing him/ her.
▪ Never be over-friendly with the guests.

Tailored Approach: Meet the unique needs of each guest
Tracking guest satisfaction over time is of utmost importance so that the Hotelier can make regular tweaks in order to cater to the
ever-changing expectations and preferences of individual guests.
Provide customizable packages and amenities to guests. Even the smallest things can be customized. For instance, in the Welcome
Kit Food & Beverage Vouchers for a family can be given and Business Travel Kit can be given to corporate travellers.
Similarly, a Spa Gift Set can be given to couples.


Prioritize Guest Feedback and Take Action


Constructive criticism is one of those necessary evils in business.
The significance of Guest Feedback in the Hospitality Industry cannot be emphasized enough. It gives Hoteliers insight into
customer satisfaction levels. It’s an important metric as it helps the Hotel owner address guest issues, prevent churn, and build a
base of loyal customers.


Be Transparent
Transparency means honesty and integrity in all customer communications. It implies openness, communication, accountability
and not hiding anything. A culture of openness and transparency is non-negotiable for creating a great customer experience in the
Hotel Industry. Transparency increases revenue because repeat business results from brand loyalty. It helps businesses when
it comes to maintaining credibility.


Continuous Improvement and Innovation
Loyalty can never be one size fits all. In principle, a particular Hotel needs to solve every point of friction for important guests
A ‘forever guest’ approach is the need of the hour. And Customer data is one of the biggest assets of the Hotel Industry in this
context. Implementation of new and unique ideas, out-of-the-box, creative thinking, and technology can enhance the guest
experience to a great extent. Examples: Mobile keys, in-room tablets; smart check-in & check-out systems; wireless charging
pads; virtual reality tours, biometric systems to identify guests, renewable energy sources, Eco-friendly guest amenities- like
reusable water bottles, etc.

UNIQUE BENEFITS OF “BOOKING MASTER’S PROPERTY MANAGEMENT SYSTEM” FOR HOTEL GROUPS

Posted on by adminBooking

Drawing in customers in the hotel business is not a cakewalk. The primary reason is that there are tons of hotels in your area that offer the same facilities. The only way is to set yourself apart from others.  

With Booking Master’s Property Management System, you can track previous buyers’ behaviour. As Booking Master meticulously stores data on each new client, as a Hotelier, you can better understand which facilities to offer them in the future. Booking Master’s PMS can also form an accurate prediction of how long a guest might stay. This information also lets you perform targeted marketing. For example: if a user profile shows you an acute interest in “swimming pool”. You can advertise that specific service in your hotel.

With Booking Master’s Property Management System, room bookings get confirmed immediately after a guest completes the payment. This process is extremely smooth as there is no human interference in it.

Inventory Management is a complicated process. As soon as a room gets booked, this information must be updated to halt future bookings. However, updating the inventory is an uphill task since bookings happen through multiple channels and agents. Even a delay of a few minutes in the update can cause overbooking.

With Booking Master’s Property Management System, inventory management no longer remains a headache for you (Hotel owner) or your staff. As soon as a room is booked, it is updated in the inventory in real-time– valid for direct bookings through your hotel website as wells as other channels.

Reducing human involvement in complicated administrative processes has many benefits. It reduces the margin of human error, and it can also reduce labour costs.

Due to the losses incurred during the pandemic, hiring a new staff force is difficult. Inventory Management is one of the most challenging jobs in hotel administration. But with Booking Master’s Property Management System automation handling this aspect of hotel management, you don’t need to hire people.

Hotels never have fixed room categories. There is no restored Deluxe Room or Executive Room. The most basic room can also be transformed into a Deluxe during peak season if required.

Similarly, Hotel room prices constantly fluctuate based on demand-seasonal fluctuation rates as well as hourly fluctuation rates. Also, you have to set the base price of the rooms based on the neighboring competition.

Booking Master’s Property Management System makes this entire process extremely easy to handle.

Booking Master’s Property Management System allows you to set occupancy goals and vary your pricing according to that. Let us assume you place an occupancy range between 60-85%. If the hotel achieves that occupancy rate, the prices of the rooms shall be increased automatically by Rs 1000. On the contrary, if the occupancy rate is low, the fee shall be decreased.

Not just this, you can also offer variable discounts to different groups of people through Booking Master’s Property Management System. For instance, the single rooms remain unoccupied during the holiday season. So, providing discounts to business guests during this time is a great idea. With Booking Master’s Property Management System, you can separate these groups and offer them separate services.

With Booking Master’s Property Management System, guests can directly summon housekeeping services through the Mobile Application. As soon as they request a service, the staff member assigned to them will receive a notification. If the staff member is busy, the request will be re-routed to a backup staff.

This practice of housekeeping has several advantages. For instance, you do not need to hire someone to manage the housekeeping staff, nor do you need the front desk receptionist to suspend his work and act as a middleman. No task will remain incomplete even if the concerned staff member is busy. The job automatically passes on to the very next member who is available. The process uniformly distributes the activities and reduces the load of the staff force. In this manner, you can guarantee the utmost customer satisfaction.

WHAT IS BOOKING MASTER’S REVENUE MANAGEMENT SYSTEM?

Posted on by adminBooking

As your Hotel’s Revenue Manager Booking Master’s primary job and responsibility would revolve around maximizing your revenue through pricing and inventory management that will maximize your hotel’s profitability and meet its strategic goals.

Basically, Booking Master’s Revenue Management System will help you in,

As your Hotel’s Revenue Manager Booking Master’s primary job and responsibility would revolve around maximizing your revenue through pricing and inventory management that will maximize your hotel’s profitability and meet its strategic goals.

 “Selling the right room, to the right client, at the right moment, for the right price, through the right distribution channel, with the best cost efficiency”.

Here is an outline of Booking Master’s core Job Responsibilities & Duties

Demand Forecasting and Analysis:

We analyze historical data, market trends, and other factors to forecast future demand patterns for hotel rooms and other services. This enables you to make informed decisions about pricing adjustments, promotional campaigns, and inventory management to optimize revenue potential.

Pricing and Rate Management:

Our role includes setting and managing room rates across different market segments, distribution channels, and seasons. Booking Master analyses market demand, competitor rates, and internal factors to determine optimal pricing strategies that maximize revenue and profitability while considering customer value and market positioning.

Revenue Strategy Development:

We are responsible for developing and implementing a comprehensive revenue strategy for the hotel. This involves analyzing market trends, competitor performance, and historical data to set pricing strategies, determine room inventory allocations, and identify opportunities for revenue optimization.

Revenue Reporting and Analysis:

We generate monthly reports and analyze key performance indicators (KPIs) such as average monthly rate (ADR), occupancy rate, revenue per available room (RevPAR), and market share. This helps us monitor performance, identify trends, evaluate the effectiveness of revenue strategies, and communicate results to senior management.

Inventory and Distribution Management:

We oversee the allocation and management of room inventory across various distribution channels and market segments. This includes monitoring room availability, implementing length-of-stay restrictions, managing overbooking levels, and optimizing channel mix to maximize revenue and minimize costs.

Competitive Analysis:

Monitoring and analyzing competitor pricing, market positioning, and performance are crucial to our role. By understanding the competitive landscape, Booking Master identifies market opportunities, adjusts pricing strategies, and differentiate the hotel’s offerings to gain a competitive advantage.

Technology Utilization:

Booking Master leverages revenue management systems (RMS) and other technology tools to gather and analyze data, make pricing recommendations, and automate revenue management processes. Staying up to date with industry advancements and utilizing technology effectively helps streamline operations and enhance revenue management efficiency.

Collaboration and Communication:

We collaborate with various departments within the hotel, such as sales, marketing, and operations, to align revenue strategies and optimize revenue streams. Effective communication and coordination are essential to ensure a unified approach to revenue management and drive overall business success.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

BENEFITS OF BOOKING MASTER’S CHANNEL MANAGEMENT SYSTEM

Posted on by adminBooking

Distribution Channel in the Hotel Industry

In the Hotel Industry, a Distribution Channel refers to a chain of intermediaries involved in getting the product, in this case, a hotel room or service from the Hotelier to the customer. This can be done via a number of platforms through the Hotelier can sell hotel rooms. Possible methods include Booking Engines, Global Distribution Systems, Travel Management Companies, Tour Operators, Online Travel Agents (OTAs), Retail Travel Agents or Online Websites.

Using a variety of channels allows the Hotel owner to create a strategy that will drive bookings and positively contribute to revenue.

Types of Hotel Distribution Channels

There are various types of channels your hotel can use to reach its desired audience.

Direct

Direct channels include Hotelier’swebsite, phone, or social media. It’s important that the Hotel Owner has a website with the provision of direct booking and the website must have an in built hotel booking engine. Its important to note that Direct Bookings are the most profitable as the Hotekiers can avoid paying commission to third parties.

Indirect Channels 

These include Tour operators, Online Travel Agencies (OTAs), wholesalers, tour operators etc. 
Online Travel Agencies and Metasearch Engines invest in advertising with the commission hotels pay them. Thus, they have the ability to target a wider audience. 

Offline

Offline is becoming less significant due to digitization . It basically includes phone, direct email, offline advertising, and walk-ins. 

What is Distribution Strategy?

Channel Distribution Strategy helps in creating a method for selling hotel rooms, which Hoteliers determine by analyzing the costs of each distribution channel for selling hotel rooms. Finding and choosing the right distribution channel that are the most cost-effective ones at high-demand times will help Hoteliers determine when to sell rooms and through which channels to improve profits.

How can Booking Master’s Distribution Channel Manager help you in generating more revenue?

Booking Master’s Distribution Channel Manager can help you in managing each distribution channel. This can involve managing your rates and booking restrictions, ensuring your hotel’s inventory is continually updated across all channels, etc. An effective hotel channel management strategy is imperative for optimizing sales and maximizing revenue. Booking Master’s Distribution Channel Manager is a technology solution that helps hoteliers simultaneously manage their inventory, and room rates and maximize the room sales across multiple platforms such as Booking.com, Agoda, Expedia, Trip Advisor, and so on. This is more effective than manually updating each booking channel. In this way, hotel owners can invest their valuable time in more important tasks such as Hotel Marketing, Client Engagement, and on-site services.

Key Features of Booking Master’s Channel Manager Software

  • A centralized view of all channels.
  • Automated sharing of information about new bookings across numerous sales channels.
  • Interface with the Hotel’s Booking Engine to prevent overbookings.
  • An always-Updated Portal View.
  • Real-Time Inventory Adjustments.
  • Available on Cloud.
  • Pooled Inventory Method: The Distribution will always show the maximum number of available rooms on all online channels without risking double bookings.

[Note:When a hotel has multiple distribution channels and enlists the same room across those various channels, there is a possibility that the same room gets booked by multiple channels.]

  • It provides analytics and reporting: Reports such as Reservation Earnings, Booking Volume, and Detailed Data on which Online Travel Agency booked the reservation helps Hoteliers in making informed decisions when marketing to future guests.
  • It can push rates and inventory across all channels.
  • Customizes and sets room rates, plans, availability, and restriction. 
  • Integrates with new booking sites to grow sales.
  • Allows hotels to customize their listings on OTAs.
  • Allows hotels to easily set up automated rate rules, such as discounts, early bird discounts, and last-minute discounts.
  • Automatically sends out booking confirmations.
  • Sends out automated cancellation notifications to guests.
  • Allows hotels to easily offer room upgrades to guests.

Benefits of using Booking Master’s Channel Manager

  • Helps in reducinglabour costs.
  • Saves substantial time on general administration.
  • Helps in consolidating selling rates of rooms/services so that Hoteliers don’t miss out on potential bookings.
  • Helps avoid errors with names, dates, occupancy, check-in times, room type, etcthat can easily occur.
  • Customizationof listings on OTAshelps hotels better promote their brand and increases their visibility.
  • Helps hotels maximize their revenue by offering discounts to guests.
  • Room upgrades to guests, help inincreasing revenue.
  • Helps hotels optimize their pricing strategy, thereby maximizing their revenue.
  • Reduces the chance of missed opportunities as the automated distribution system gets updated in real-time if a reservation gets cancelled and another guest is searching for travel at the same time.
  • Automated reports, help in making data-driven decisions.
  • Enhanced transparency and up-to-date availability solve human error issues, such as over-booking.
  • Key data and metrics help hotel owners in identifying notable trends.
  • Improve hotel visibility, potentially increasing demand, occupancy rates, and the amount that can be charged.
  • Properties can join more distribution channels which are critical in the low season.
  • Opens up the opportunity in niche marketplaces.
  • Helps improve revenue and business performance.