Marketing influencers
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Wednesday 15 December 2010
Sunday 12 December 2010
The new rules of handling customer complaints
Want some old advice ? " The customer is always right".
It is always diffucult to deal with customers' complains, but this is the golden rule !
We all had this experience of the disatisfed guest complaining of the hotel services.
Nowadays , the service offered in high luxury hotels is so personalized that complaints are all the more difficult to accept, and delicate to compensate. They have to be handled even more individualy.
It is always complicated to find the right words to answer and explain what hapenned. All the more in front of a tough guest, but the way we can handle the situation in front of the guest is really important because even if the guest had a bad experience, the way you listen to him, react and try to find a solution can make him change his mind ! Besides, giving him the impression that he is treated like a number would only increase his anger!
The way we deal with these disatisfactions makes the reputation of the hotel : if the guests are happy with the solution, he will not give a bad image through word of mouth ! being reactive to solve a problem can even be a good advertising for the hotel!
After finding a solution to satisfy the guest, we have to put ourselves into question, to understand what happened, and take it into account top improve our services, and to ensure that this mistake will not happen again. Customers' feedbacks are key data that can help the employees and managers to improve guests' stays. It is crucial to consider them carefully.
Find below 8 new pieces of advice to help you handling customers' disatisfactions :
1. Ditch the formalities and break the rules
2. Don't give customers too much choice.
3. Monitor your reputation online. All the time.
4. Shut up and listen.
5. Collect lots and lots of customer feedback
6. Sit tight and be nice
7. Don't fear using your QSA budget
8. Focus on learning from the feedback
Friday 10 December 2010
Sunday 5 December 2010
Google & Bing Confirm that Twitter/Facebook Influence SEO
Read the Article
In the begining of December, both Google and Bing confirmed that Social Network have a direct impact on your ranking.
See the interniew by Danny Sullivan
Natural Results order is determined by the ranking the search website attributes to your link according to the relevancy of their content to some key words. Google ranking, for instance, requires manual submission and human editorial review. Some other search engines, notably Yahoo!, operate a paid submission service that guarantee crawling for either a set fee or cost per click. Such programs usually guarantee inclusion in the database, but do not guarantee specific ranking within the search results.
It is stategic for any organisation to have a good visibility on the internet today. Being in the top links make the access to the website way much easier because people don't have time for research. And A few days ago, Google and Bing aknowledged that what way to have a better ranking is to be active in the social networks. Social Authority, as they call it, is a determining criteria for Google and Bing who consider If you have a Facebook or Twitter account, if you are active on these website, if you have a Following/Follower behaviour...
Social Network websites are today key actors in any marketing strategy. Being an active user can both help you being more popular, since they enable you to be advertized in an more accessible way on those websites, AND to have a beter rankings in more traditional tools sur as Google! it can take you some time but it is a win-win strategy !
In the begining of December, both Google and Bing confirmed that Social Network have a direct impact on your ranking.
See the interniew by Danny Sullivan
What is SEO? SEO Means Search Engine Optimization, it is the process of improving the visibility of a website or a web page in search engines via the "natural" or un-paid search results, or results that are NOT part of the COMERCIAL LINKS appearing on the top and on the right of you google results, for which companies pay for, in order to offer a better visibility. Most people are not aware that those link are not "natural" results.
It is stategic for any organisation to have a good visibility on the internet today. Being in the top links make the access to the website way much easier because people don't have time for research. And A few days ago, Google and Bing aknowledged that what way to have a better ranking is to be active in the social networks. Social Authority, as they call it, is a determining criteria for Google and Bing who consider If you have a Facebook or Twitter account, if you are active on these website, if you have a Following/Follower behaviour...
Social Network websites are today key actors in any marketing strategy. Being an active user can both help you being more popular, since they enable you to be advertized in an more accessible way on those websites, AND to have a beter rankings in more traditional tools sur as Google! it can take you some time but it is a win-win strategy !
Friday 3 December 2010
Tuesday 30 November 2010
Job requirements for Catering Manager
Catering Manager Requirements
I am curently working in the Catering Department of a luxury hotel in Paris, and this department is amazing : the Catering team is in charge of selling the 8 function rooms of the hotel, organizing the whole event, accompany the client before and during the event, and of course making a follow up.
The expectancies of the guests are extremely high at this level of quality of service, and they expect you to be available at any time, and to answer in a very short delay. The activity is constantly high, and the priorities change all the time, which requires a great sens of organization.
Each day is different from another, since all the events and guests are unique, and the relation to the other services is very diverse and requires to cooperate with all the departments.
Key responsibilities of this role include :
I am curently working in the Catering Department of a luxury hotel in Paris, and this department is amazing : the Catering team is in charge of selling the 8 function rooms of the hotel, organizing the whole event, accompany the client before and during the event, and of course making a follow up.
The expectancies of the guests are extremely high at this level of quality of service, and they expect you to be available at any time, and to answer in a very short delay. The activity is constantly high, and the priorities change all the time, which requires a great sens of organization.
Each day is different from another, since all the events and guests are unique, and the relation to the other services is very diverse and requires to cooperate with all the departments.
Key responsibilities of this role include :
- Acting as a main point of contact for clients for detailed event planning and working closely with Banquet Operations, F&B Management, Rooms Division operations. Finance and external suppliers.
- Handling all meetings and catering enquiries according to standard procedures.
- Satisfying the needs of the clients whilst optimizing hotel revenue through strategic yield management and upselling of hotel facilities and services.
- Conducting site inspections, client entertainment and familiarizations.
- Conducting sales visits, telephone calls, letter writing, sending emails and extending invitations to clients to visit the hotel
Qualifications
- Excellent communication skills, written and oral
- Ability to understand and anticipate the guest's needs and requirements
- Organization, reactivity
- Sales skills
- Ability to work irregulars hours, late evenings and weekends when appropriate
Sunday 28 November 2010
11 customer loyalty trends for 2011
Read the article
" In today's crowded marketplace, creating loyal, engaged customers is more important - and challenging- than ever."
Challenging : to me this is a key word of the article. How to create this feeling of allegience in the guests' mind, at a time when they have the power to have at their disposal all the hotels, description, prices... and, most important, they can put them together into competition to find what corresponds them more ? And after staying somewhere, if the guest is not happy, he can change ! Our generation does not behave the same way as our parents, who, once they found a place they liked, came back each year for the hollidays. With tools such as internet, we have the choice, and it make us want to change and try different things.
That's why to me it becomes crucial to create a feeling of uniqueness to the guests. The 3 first trends of the article ( Loyalty is not a program, Loyalty will focus more on emotion than on rational, and Customer engagement and employee engagement work together) stands that the guest experience is a key part for loyalty today, and i will focus on them today.
Nowadays, guests are no longer looking for just a comfortable place to stay, but for a place that offers them a unique experience which will make them feel like they want to come back as soon as they leave the hotel. That's why loyalty is no longer a program with a loyalty card that can for instance offer you a free night for 10 nights you spent at the hotel.
The reason why you will want to return is because you experience a unique moment, emotionaly speaking. Thanks to a warm welcome, recognition from the employees, a personalized service, and people who anticipate your needs and create a WOW effect, the guest will be emotionaly engaged. He will not consider the hotel like a place to sleep, but for a place where he is unique, nearly as in his own house. And to engage emotionaly a guest, employees mus be involved too. It is them who will create this unique feeling to the guests thanks to kind gestures and actions.
It is easy today to have a beautiful product, but what is more difficult and makes the difference, is the quality of service. Between two similar products, the guest will choose the one in which he feels like he's home, with people treating him like a unique person, with his habbits and tastes remembered by the employees when he comes back! This will make one want to come regularly in the same place.
This quality of service makes the difference today, and it will last in the future. For example, in the next two years, the parisian market will welcome new hotels that will position themselves on the top luxury level ( rencently opened Royal Monceau, on December 17th the Shangri-la, and soon the Mandarin and Peninsula and in a few years, la Samaritaine ). What will make the customers choose one of them, will be the experience they will offer, since the quality of the product will be similar, even if they have their own personality.
If the guests feel cherished in the hotel they stay now, they will stay loyal to them and will not want to try a new place, becase they will be emotionaly engaged to this place.
" In today's crowded marketplace, creating loyal, engaged customers is more important - and challenging- than ever."
Challenging : to me this is a key word of the article. How to create this feeling of allegience in the guests' mind, at a time when they have the power to have at their disposal all the hotels, description, prices... and, most important, they can put them together into competition to find what corresponds them more ? And after staying somewhere, if the guest is not happy, he can change ! Our generation does not behave the same way as our parents, who, once they found a place they liked, came back each year for the hollidays. With tools such as internet, we have the choice, and it make us want to change and try different things.
That's why to me it becomes crucial to create a feeling of uniqueness to the guests. The 3 first trends of the article ( Loyalty is not a program, Loyalty will focus more on emotion than on rational, and Customer engagement and employee engagement work together) stands that the guest experience is a key part for loyalty today, and i will focus on them today.
Nowadays, guests are no longer looking for just a comfortable place to stay, but for a place that offers them a unique experience which will make them feel like they want to come back as soon as they leave the hotel. That's why loyalty is no longer a program with a loyalty card that can for instance offer you a free night for 10 nights you spent at the hotel.
The reason why you will want to return is because you experience a unique moment, emotionaly speaking. Thanks to a warm welcome, recognition from the employees, a personalized service, and people who anticipate your needs and create a WOW effect, the guest will be emotionaly engaged. He will not consider the hotel like a place to sleep, but for a place where he is unique, nearly as in his own house. And to engage emotionaly a guest, employees mus be involved too. It is them who will create this unique feeling to the guests thanks to kind gestures and actions.
It is easy today to have a beautiful product, but what is more difficult and makes the difference, is the quality of service. Between two similar products, the guest will choose the one in which he feels like he's home, with people treating him like a unique person, with his habbits and tastes remembered by the employees when he comes back! This will make one want to come regularly in the same place.
This quality of service makes the difference today, and it will last in the future. For example, in the next two years, the parisian market will welcome new hotels that will position themselves on the top luxury level ( rencently opened Royal Monceau, on December 17th the Shangri-la, and soon the Mandarin and Peninsula and in a few years, la Samaritaine ). What will make the customers choose one of them, will be the experience they will offer, since the quality of the product will be similar, even if they have their own personality.
If the guests feel cherished in the hotel they stay now, they will stay loyal to them and will not want to try a new place, becase they will be emotionaly engaged to this place.
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