The marketing landscape has evolved tremendously in the last ten or so years. There are new distribution channels and many new media by which companies can communicate with their various market segments. It is no longer the traditional broadcast …
Social media has an increasingly important role in hospitality, including guest satisfaction and process improvement. However, one of the more intriguing aspects of social media is their potential to move markets by driving consumers’ purchasing patterns and influencing lodging performance.
In the absence of …
A major part of representing your Human Resources department is having an accessible professional presence not only at your organization, but in cyberspace as well. One of the best ways to establish this presence is to have a respectable LinkedIn profile. If …
With social media, what you don’t know can seriously hurt your organization. An offensive or inappropriate blog post, tweet or Facebook comment can damage your brand, lower employee morale, and even lead to workplace lawsuits. Yet, providing technology tools, such …
In my last post, I discussed how organizations use remote work to drive business and human capital objectives — and the pitfalls of not defining these objectives before implementing remote work policies. The takeaway was clear: If you …
From accepting bookings to projecting your unique brand promise, your brand site is crucial to the success of your property. Yet our faculty and affiliated experts in the field find properties making critical mistakes on their sites every day that …
Let’s say your company is the clear market leader: your product was the first on the field. Nobody else comes close in terms of quality and customer service. Maybe you even hold a patent. In that case, you can relax. …
The recent decision by Yahoo CEO Marissa Mayer to end the company’s remote work policies provoked a storm of reactions from all sides. Working parents are calling it unfair, especially when Yahoo doesn’t provide on-site childcare. On the flip side, some office …
In the immediate aftermath of Monday’s horrifying bombing at the Boston Marathon, spectators and runners alike existed in a state of confused panic as law enforcement and rescue teams rushed to the scene to tend to the injured. Fearful of more …
According to L2, more than 46% of hotels with Facebook accounts receive posts that deal with customer service. Past and future guests are taking their customer service woes to the web and are posting about problems that they experience at your hotel. Therefore, it …
This week’s theme on the Hospitality Blog is customer engagement. Here is a section taken directly from my eCornell course Hospitality Demand Management with New Media Marketing. Using the customer consumption stages, we can identify eight touchpoints where the supplier can …
Segmentation and segmentation strategy in the hospitality industry vary widely. Even as you identify psychographic profiles and segments for your target customers, keep in mind that there are often sub-segments within larger segments. It’s pretty complex, but Professor Bill Carroll …
SoLoMo is a marketing tactic for leveraging the power of social networks to deliver local information to consumers via their mobile devices. But the scope of SoLoMo’s evolving impact on the hospitality industry is still being defined.
Practical applications …
Companies are looking to HR to answer their social media policy questions.
Here are three (3) key policy-making strategies I’ve learned during my 16 years as an executive-level HR practitioner:
1. Employees want to do a great job: Make it easy
A job …
This week’s theme on the Hospitality Blog is overbooking. Here’s an exercise taken directly from my eCornell course Overbooking Practices in Hotel Revenue Management. The overbooking-ratio method is a very, very popular and successful method that many hotels use for …
With so many risks involved with social media and your organization, you may be tempted to say to yourself, “Let’s make it easy. Let’s have our social media policy be… No social media!”
There are two significant problems with this …
Success in the hotel business hinges on getting demand management right. It’s a key driver in hotel operations, revenue optimization and overall customer experience.
Today we give you an entire chapter on demand management from The Cornell School of Hotel Administration on Hospitality book. In …
No matter what size hotel you work in, all successful revenue management strategies are based on the ability to forecast demand accurately and, therefore, predict the optimal rate based on that demand. This is where a demand-control chart can come …
Social Media is Everywhere
Social media has changed the way we behave in almost every aspect of our lives and even our philosophies on leading an organization. Do a search on any company and you will probably find they have at …
In his 2003 book “Moneyball,” bestselling author Michael Lewis chronicled the 2002 Oakland Athletics baseball team’s unprecedented run to win their division championship through a specialized analysis of baseball data called “Sabermetrics” (also referred to as “Moneyball”).
By analyzing objective, evidence-based …
