rj friedlander
5 Tips for Increasing Guest Satisfaction Survey Conversion Rates
RJ Friedlander | December 10, 2015
by RJ Friedlander These days, hotel guests are inundated with requests to complete online surveys and it's not easy to get high participation rates. Yet, Guest Intelligence provides hotels with actionable insight into satisfaction levels and what it will take to deliver even better experiences for future guests. It is essential to make sure guests complete your survey in order to take the necessary action to improve results and boost revenue. So how can you avoid survey fatigue and ensure that your survey stands out within a crowded email inbox? Here are 5 tips for increasing guest survey completion rates and prioritizing your internal ...
Six Guidelines for Managing Guest Conflict and Preventing Bad Online Reviews
RJ Friedlander | June 23, 2015
By RJ Friedlander Dealing with guest conflict is one the hardest things employees face in the service industry. If poorly managed, an on-property complaint can escalate to a bad online review. Negative reviews can frighten prospective guests away and put a permanent scar on the reputation and revenue of your business. When guests take the time to bring an issue to your attention, consider it a gift. They're giving you the opportunity to make things right. The way you respond will have a decisive impact on the outcome. Here are six guidelines for managing guest conflict in a way that prevents negative reviews and leaves guests feeling po...
4 Myths Related to Guest Feedback
RJ Friedlander | April 23, 2015
By RJ Friedlander TripAdvisor's recent TripBarometer Report showed that 60% of hoteliers surveyed were planning on investing more in online reputation management (ORM) in 2015. If you are planning on investing in ORM this year, it is important that you have a proper understanding of the concept of Guest Intelligence, prior to doing so. Guest Intelligence is the in-depth analysis of online reviews and guest satisfaction survey data - which includes both during- and post-stay surveys, to provide detailed insight into what guests like and dislike about their stay, and determine how to improve your property's service. Using Guest Intelligen...
Guest Survey Management 101 – Part Two
RJ Friedlander | March 18, 2015
By RJ Friedlander Many forward-thinking hoteliers have already realized the importance of customer feedback in creating a more positive guest experience to improve operations, service and revenue. But like many hotel professionals, you might be confused about how to actually collect and analyze the abundance of Guest Intelligence that is available about your property. One of the best ways to discover how your guests feel about their stay is to do an online survey - either during the guest's stay or after they checkout (post-stay). Guest surveys are a key way of soliciting the specific, structured, verified feedback necessary to measure ...
Post-Stay Survey Management 101 – Part One
RJ Friedlander | March 5, 2015
By RJ Friedlander The majority of hotels have been using some form of guest survey for years, but recently a shift has been happening in the way that hotels collect feedback. Early adopters of guest surveys have realized the need to replace long, complicated surveys with shorter, more personalized direct surveys. Most hotels that were previously using paper surveys have now implemented online versions and it is not uncommon to find smaller properties have bypassed the paper survey altogether to implement online post-stay surveys upfront. Guest surveys are a valuable tool for hoteliers; they provide the guest feedback necessary to identi...
Secrets of Success from Singapore’s #1 Hotel on TripAdvisor
RJ Friedlander | March 3, 2015
When your hotel is located in one of the world's top cities for tourism, how do you stand out from the hundreds of other properties to earn - and keep - the top TripAdvisor ranking? Popular with both business and leisure travelers, THE FOREST BY WANGZ is a boutique serviced apartment complex located in the heart of Singapore. The property has three different types of serviced apartments (all of which include a fully-equipped kitchenette, complimentary Internet, local calls, breakfast and parking) available for both short- and long-term stays. Impressively, THE FOREST has earned and kept the coveted number one spot on TripAdvisor since s...
Trends That Will Boost your Hotel Marketing in 2015
RJ Friedlander | February 9, 2015
By RJ Friedlander At the beginning of every year, many experts offer their list of industry forecasts for the year ahead. Some turn out to be highly accurate, and others, not so much. In the hotel industry in particular, most prediction articles neglect to mention how hoteliers should actually implement these trends at their properties. After all, figuring out how to make a trend work for you can often be the hardest part of innovation. So, for 2015, we've put together the trends that hoteliers are most likely to experience this year, along with some strategies for implementing them most effectively. Mobile Travelers Require Mobile-...
