Hoteliers are often faced with persistent challenges on how to maintain and increase their occupancy rates. Having a full occupancy rate every night is the most ideal but doesn’t happen all the time. There are numerous factors that affect the property demand such as seasonality, weekdays, no holidays and so on. Some may even opt to keep slashing their prices to increase demand but will be detrimental to the hotel in the long-run. 

There are several strategies that hoteliers can implement during the off-peak periods to increase occupancy. The best is to put yourself in the shoes of the guest to understand their customer journey. This will increase the chances for potential guests to find you during the booking phase and have a compelling advantage versus competitors. Here are expert tips on how to increase hotel room occupancy as soon as possible. 

 

5 Winning Strategies on How to Increase Occupancy Rates 

 

1. Communicating to the right target audience 

If you notice that the hotel’s occupancy rates are lower than your competitors, the target audience of the hotel should be revisited. Hoteliers should be targeting the right target market that has a higher chance of staying at the property. They could be business travelers, young couples with families, groups of friends, and so on. It’s best to gather data from your guest records to understand the right approach. 

 

2. Create packages and promotions

Once the target audience has been defined for the hotel, the next step is to start creating packages and promotions appealing to this particular target segment. Different guests will have different expectations in mind and catering to this specific need will be beneficial to your property. Their expectations can vary depending on their cultural background, ethnicity, profession, age, income group and so on. Use this information to your own advantage and make them an offer that is compelling to them. Do keep in mind that the packages and promotions to be offered should still have a strong pricing for your hotel to earn profits. 

 

3. Provide loyalty discounts

Best way to increase hotel room occupancy is to have loyalty programs for your guests. This will also encourage them to have returning visits to your property. Loyalty programs are very helpful as it costs less to retain guests than to attract newer ones. You can entice them with a special loyalty discount during off-peak season or less busy times. Aside from offering during off-months, loyalty discounts can be extended on their birthday or the anniversary of their last visit. Guests will have an increased satisfaction with your property because of this acknowledgment and gratitude. 

 

4. Partner with corporates 

Another tip to increase occupancy is to sign up with corporates and other businesses. It’s best to diversify multiple sources of reservations and will eventually increase chances of your hotel being occupied. For city accommodations, the opportunity in partnering with businesses is too big to miss out on. Your hotel should come up with a compelling package that will stand out against competitors. The best part of having these types of partnerships is being assured of steady business coming into your hotel. 

Having a robust cloud-based PMS like ZEN eManager will also help you pre-define your package for every corporate guest booking so you don’t have to input it manually all the time. 

 

5. Continuous engagement with your guests 

Lastly, it’s important to develop your own mailing list with the right target audience. Stay in touch with your previous guests through having constant communication with them by offering midweek specials, special loyalty discounts, and so on. Another way to engage them is through showing the best highlights of your hotel and also the nearby sites to visit as well. By having the right communication to your target market will increase the chances for them to book with your hotel instead of competitors. 

 

To get the best results for hotels, it’s best to seek expert advice on the improvements that can be done and how to increase performance. With this, ZEN eManager, the digital all-in-one solution has helped 4,000+ properties across Southeast Asia in all aspects of hotel management such as hotel operations, channel management, revenue management, pricing strategies and even review management. 

 

ZEN eManager: The Complete All-in-One Solution to Increase Occupancy Rates 

 

ZEN eManager is a digital  all-in-one solution that allows full management of hotel listings across all online travel agencies (OTAs), monitoring of hotel operations real-time, and sending of automated guest reminders through its cutting-edge cloud-based hotel software, eZee Absolute (Property Management System) and eZee Centrix (Channel Manager). To ensure optimal pricing and maximum profits for your hotel, it includes a dedicated revenue manager straight from ZEN HQ. 

ZEN eManager’s Property Management System gives a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. It also sends automated guest reminders which keeps guests engaged and increases assurance that your hotel is safe and secure. ZEN eManager’s Channel Manager allows hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard. 

 

A dedicated revenue manager straight from ZEN headquarters is also assigned to the property to ensure that rates are optimal. 

 

Book a free demo now at: http://bit.ly/ZHSFreeDemo 

To effectively grow your hotel business even further, each hotel should evaluate if they’re talking to the right target market. During the pandemic, it is the perfect time to assess your hotel performance and the steps on how to improve further. Finding and expanding your target audience will be beneficial as the industry is rapidly changing because of the situation. It’s best to adjust accordingly and find more prospects for your hotel property. 

First, you need to identify your current market and why they enjoy going to your property. With this information, you’ll be on the right track on figuring out your next and expanded audience in order to provide an exceptional guest experience. This will further guide you in your marketing promotions and future revenue management strategies. Knowing what motivates your potential guests to book will be advantageous in getting more bookings and increasing profits. Here are 5 ways on how to identify your potential target audience. 

 

5 Expert Tips on Identifying The Right Target Audience 

 

1. Survey your guests

Guests who have stayed at your hotel are the perfect source of qualified information. The easiest way to get feedback is through surveys, as this offers a glimpse into the current mindset of the guests. This information will determine the profile and demographics of your current audience. The next step is to ask them what attracted them to the property through surveys. 

Surveys can be done through emailers, SMS blasts, or verbally as part of your check-out process. The key is to make it short and concise. Sample questions are as follows: 

  • Purpose of visit 
  • How did they hear about the hotel? 
  • What did they enjoy most out of their stay? 
  • How long is their stay? 
  • Will they recommend your hotel to their friends or family? 

 

2. Read online reviews 

The best place to look for valuable information on your hotel audience is through online reviews. On booking and review sites, guests have the opportunity to talk about their experiences such as the things they liked, disliked or could have improved on. The hotelier can use this information to his advantage and create better guest experiences based on their comments. 

You will find all types of reviews for your hotel, whether positive, negative or neutral listed on these sites especially on Online Travel Agencies (OTAs). These reviews will be helpful in identifying information that you’re not aware of and will give you better insight on what can be improved. Guests will have different expectations so it’s best to categorize and find the best specialty that they care about for your hotel. Knowing this information will help you in the improvements for your property for better guest satisfaction.

 

3. Understand your website visitors demographics through Google Analytics 

This is an extremely useful tool for your website and if you don’t have this, then this should be installed as soon as possible. Google Analytics is free and offers robust information on website visitors. It shows who visits your website, location of the visitor, pages being clicked, how long they stay on each page and so on. Once you’re able to interpret the facts and figures, you’ll be able to define the demographics of your website visitors and if they are your ideal target audience. 

Knowing this information will be able to let you create better content that will relate more to your audience. With Google Analytics, you can identify the keywords your guests are using in searching for your property. This will enable you to create marketing materials around the topics that they are interested in. 

 

4. Use Facebook Insights

To understand your target audience better, using Facebook’s page insights will give you the information that you will need. Hoteliers are empowered to create tailored strategies based on the market profile of their audience. A snapshot of Facebook users who liked your page can be assessed as well. Including the percentage of men and women, country, city and language that they speak. Using Facebook’s insights allows the marketer to segment and divide Facebook users according to categories in order to target them through boosted advertisements. 

 

5. Invest on Social Listening Tools

Social Listening is an important tool for hoteliers to monitor and analyze digital conversations of their guests. This will allow them to understand what their target audience is saying about their hotel. Active Social Listening will help the team in making better decisions and create impactful content that will interest their audience more. Rather than just monitoring on social media, this tool will give you real-time insights and conversations from guests. With this information onhand, hoteliers will have enough information on who to target for the property and eventually, increase bookings and revenues. 

To get the best results for hotels, it’s best to seek expert advice on the improvements that can be done and how to increase performance. WIth this, ZEN eManager, the digital all-in-one solution has helped 4,000+ properties across Southeast Asia in all aspects of hotel management such as hotel operations, channel management, revenue management, pricing strategies and even review management. 

 

ZEN eManager: The Complete All-in-One Solution to Boost Sales and Revenues 

 

ZEN eManager is an all-in-one solution that helps hoteliers boost hotel performance and options. Includes managing OTA listings, get optimal room rates, and have increased visibility. 

 

Two cloud-based hotel softwares: ZEN eManager has both eZee Centrix Channel Manager to allow hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard and eZee Absolute PMS to give a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. 

 

A dedicated revenue manager: A revenue manager straight from ZEN headquarters is assigned to the property to assist with rate parity on OTAs in which the hotel is partnered with. This partnership includes bi-weekly calls between the revenue manager and the hotelier to ensure that both parties are informed with the adjustments on the hotel’s room rates. Moreover, they also assist in optimizing costs with the hotel’s revenue. 

 

Book a free demo now at: http://bit.ly/ZHSFreeDemo 

As a hotelier, have you ever wondered why one property ranks higher than your own hotel in booking sites? Hotel rankings on Online Travel Agencies (OTAs) is often a puzzling question for hotel revenue and channel managers. There’s no clear reason why ranking differs and it also differs per booking site. Each channel will also have its own criteria for hotel rankings and would also change frequently, making it challenging for experts.

It is hard to determine the algorithm for hotel rankings but knowing the revenue impact is beneficial for every hotel. According to booking.com, they often estimate that 80-90% of converted bookings are from the 1st two pages alone of the listings. One factor that doesn’t change for OTAs is the conversion rate. If the hotel gets more bookings, it would rank higher compared to other properties. Most OTAs want their guests to find their perfect place and to find it as quickly as possible. In order to get an edge on these websites, your hotel should consider these tips on how to get the best results and increase your bookings quickly. 

 

5 Expert Tips on Improving OTA Hotel Rankings

1. Manage hotel reputation

OTAs expect hotels to have consistent on-property experiences as what they promote on their listings. Therefore promoting properties with better reputations and reviews to their customers. Hoteliers should then pay attention to ratings and reviews as this can affect hotel revenues directly. 

It is important to monitor reputation across all OTAs and social media channels, watching out for negative reviews. Be prepared with crisis management communications in case things get out of control. Reputation is the most valuable asset for the hotel as this will boost up your rankings on OTA sites. 

 

2. Be proactive in getting more reviews

As mentioned above, building the hotel’s reputation can be done through having good reviews. Don’t wait for reviews to come from guests but be proactive in giving them incentives in creating reviews for your hotel. While your guest is still at the property, it’s best to solicit feedback and reviews during this time and increases the likelihood for submitting. 

The hotel can train their hotel staff in asking for their guest feedback upon checkout, leave feedback reminders inside the room or at the front desk. Providing a small token of appreciation for leaving guest reviews will also be a good incentive for them such as a $5 breakfast voucher for their next visit. 

 

3. Refresh your OTA listing content 

Once your hotel has been listed across OTAs, the hotelier should evaluate the effectiveness of the communication for both description and photos used. According to Expedia, full room and property descriptions increase conversions by 5% and doubling the number of photos can increase booking rate by 4.5%.

The profile that you create should also be optimized for each OTA as they would have their own specific requirements. First, identify areas for improvement such as the communication messaging in the description. This can be tweaked to promote the key specialty of the property and the unique points. At the same time, evaluating the photos of the current listings will also be beneficial in improving the hotel’s ranking. Having high-quality and more photos will give guests a clearer picture on what to expect from your hotel. 

 

4. Maintain rate parity

Some OTAs offer loyalty discounts for better rates given to them. But in the long run, this will backfire on the hotel for listings on the other OTAs. OTAs will punish hotels for breaching rate agreements by lowering down their rankings and results. 

It’s best to follow OTA agreements and maintain the same rates for all OTA sites to avoid affecting your ranking results. This will in effect, improve your visibility and increase hotel bookings. 

 

5. Manage your OTA channels 

Once you have established your hotel on the selected OTAs, the next step is to have a proper channel management to push hotel inventory to the OTAs best suited for the property. This can be done once you have insight on the revenue data across the channels. This information will allow you to prioritize high-converting OTAs through better hotel inventory and rates. 

For independent hotels, it is recommended to invest in a Channel Manager to connect the property across all OTAs. This will give you more visibility for the hotel and manage all listings in just one platform. Using a Channel Manager as well is beneficial as most have established relationships with key OTA players in the market. Giving the property an edge on improved visibility and higher rankings, leading to increased bookings in the long run. 

 

ZEN eManager: The Complete All-in-One Solution in Increasing Visibility on OTAs  

ZEN eManager is a digital  all-in-one solution that allows full management of hotel listings across all online travel agencies (OTAs), monitoring of hotel operations real-time, and sending of automated guest reminders through its cutting-edge cloud-based hotel software, eZee Absolute (Property Management System) and eZee Centrix (Channel Manager). To ensure optimal pricing and maximum profits for your hotel, it includes a dedicated revenue manager straight from ZEN HQ. 

ZEN eManager’s Property Management System gives a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. It also sends automated guest reminders which keeps guests engaged and increases assurance that your hotel is safe and secure. ZEN eManager’s Channel Manager allows hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard. 

A dedicated revenue manager straight from ZEN headquarters is also assigned to the property to ensure that rates are optimal. 

 

Book a free demo now at: http://www.zen-hs.com/book-a-meeting/

The global crisis continues to challenge the hotel industry and even changed the way of living. As more countries are easing down their restrictions and lifting their lockdown, people now have to adapt to the “new normal” which includes travel. 

Hoteliers now have the opportunity to plan and prepare their properties on adapting to the new normal and the road to recovery for the industry will start by targeting Millennials. They make up the largest living generation to date and are more likely to spend more on travel. As long as safety measures and protocols are in place in their intended destination, they are more than willing to go on their well-deserved vacation. Hence, hoteliers need to create a proper strategy to target this group effectively by understanding their needs and passion. 

 

Hotelier’s Guide on the Behavior of Millennials

  1. Ready to spend more on experiences

Millennials are known for their ability to take on multiple jobs while maintaining work-life balance. This group gave rise to the term “freelancers,” in which they are able to have a full-time job while freelancing for some organizations. According to Investopedia, they are known for their characteristic to spend their money on experiences, travel being one of their priorities. After spending a lot of time indoors, with a significant amount of money just left in the bank, they are more likely to devote their funds to travel experiences post lockdown.

 

  1. More adventurous 

In an interview by Forbes, a young traveler capitalized on the huge drop on plane tickets and accommodation because she wants to capitalize on this to explore new destinations or enjoy a vacation. Millennials have always been known to focus on adventure than be affected by the negativity around them. Drop in travel rates will then be seen as an opportunity for them to encourage their travel needs. It will be certain that they will take advantage of the current situation and travel as much as they can.

 

  1. Ready to fulfill “travel goals” 

Studies show that 86% of Millennials prefer immersing in a different or new culture with a majority of them planning to visit domestic and international travel destinations. With that, no pandemic or global crisis can curb Millennials’ “wanderlust.” If anything, the quarantine only strengthened their desire to travel. According to NBC, while a lot of travelers were canceling or rescheduling trips, some Millennials are taking advantage of cheap flights. 

 

  1. More critical on looking for information online

Millennials may be adventurous, but due to the current pandemic, they will have trust issues. Known as the tech-savvy generation, they will be more critical in checking information about the hotel online. According to Hotel Online, 52% of Millennials check online reviews, travel websites, and blogs researching their potential destinations. They are well-informed travelers who will be more expectant of hotels to keep in touch with them to increase assurance. They will expect tech-driven personalization in communication like automated booking reminders.

 

Millennials will greatly influence the travel market as they are the ultimate consumers during the new normal. With your hotel planning to be future-ready, now is the perfect time to re-examine your hotels’ unique selling proposition, make on-site improvements, upgrade technology, and streamline processes to prepare your business for re-opening to this target market. 

 

ZEN eManager: Hotelier’s Tool to Manage and Target Millennials for Hotel Bookings

 

As hotels prepare for millennial travel, it needs an organized and reliable back office to ensure smooth operations and combat the critical nature of this travel segment. 

ZEN eManager is an all-in-one solution that allows easy management of hotel listings across all online travel agencies (OTAs), monitoring of hotel operations real-time, and sending of automated guest reminders through its cutting-edge cloud-based hotel software, eZee Absolute (Property Management System) and eZee Centrix (Channel Manager). To ensure that your hotel rates are optimal with your costs and the demand of the millennial target market, it also includes a dedicated revenue manager for your hotel. 

eZee Absolute PMS gives a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. It also sends automated guest reminders which keeps guests engaged and increases assurance that your hotel is safe and secure. eZee Centrix Channel Manager allows hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard. 

A dedicated revenue manager straight from ZEN headquarters is also assigned to the property to ensure that rates are optimal. 

 

Book a free demo now at: http://www.zen-hs.com/book-a-meeting/

Online Travel Agencies (OTAs) are important business partners and play a key role in the hotel industry. Giving hotels increased online visibility by connecting you to the global audience. Resulting in increased number of bookings and boosting profits. Marketing the hotel has been made easier by showing the available rooms at any given point of time. 

With more than 4,000 OTAs to choose from in the market, hoteliers should understand that each OTA works on a different booking model. It is important to strategize and determine the best OTA partners for the hotel. The following factors will guide you in choosing the right partner for your hotel. 

 

3 Factors to Consider When Choosing an OTA For the Hotel

 

  1. Research on the Hotel’s Target Market

Determine the main target market and demographics for your hotel as this will play a vital role in choosing the right OTA. Most OTAs are focused on a particular target segment to assist guests in booking faster and smoother. For example, if the hotel caters to Filipinos but is only listed on Gomio.com, a popular OTA for Dutch guests. The hotel will not then be visible to the intended target market.  

 

  1. Consider the Property Type

There are different OTAs specializing in specific hotel property types such as for Bed and Breakfasts, Budget Hotels, Hostels, and so on. This will depend on the category of your hotel including the amenities offered and will impact the decision of selecting the best OTA partner. 

For example, Expedia caters to mostly 5-star hotels and budget hotels partnering with them will have a low visibility ranking on it. During a pandemic, domestic travel will be the first one to recover when travel restrictions ease. While many OTAs cater to a global market, selecting one that focuses on a specific region can increase conversions. 

 

  1. Commission Model

Hotels will need to provide commission as part of their agreement with the OTA. Each OTA will have different commission models and best to identify first which OTA best fits your hotel. Then, identify the optimal budget that will be sustainable for your hotel even during the pandemic.

 


ZEN eManager: The Digital All-in-One Solution in Connecting Hotels with the Right OTAs

With ZEN eManager,  hoteliers can manage OTA listings in one platform, get optimal room rates, and increase hotel visibility. 

 

ZEN eManager includes: 

An exclusive listing on zenrooms.com: ZEN Hospitality Solutions is a trusted brand, with its own Online Travel Agency (OTA) zenrooms.com obtaining up to 1 million monthly website visits. Zenrooms.com also has the lowest commission rate compared to other OTAs in the market. Moreover, this OTA is exclusive to ZEN hotel partners only.

 

 

ZEN eManager also comes with: 

Cloud-based hotel softwares: This all-in-one solution has both a Channel Manager and a Property Management System (PMS). eZee Centrix Channel Manager allows hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard. eZee Absolute PMS gives a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. 

A dedicated revenue manager: A revenue manager straight from ZEN headquarters is assigned to the property to observe rate parity on OTAs where the hotel is listed. This partnership includes bi-weekly calls to ensure that the hotelier is up-to-date with the competitive pricing that the revenue manager applies to the hotel. 

 

Book a free demo of ZEN eManager at: www.zen-hs.com/book-a-meeting.

The popularity of budget travel in the last 10 years led to an increase in the number of small and midsize independent hotels in the industry. As competitors have increased, hoteliers need to stay competitive by updating their processes and adapt tools that will result in better customer service.  

To be at an advantage and scale the business, hotels need a digital solution to streamline their administrative process and improve the overall hotel management system. More hotels are now switching to a cloud-based Property Management System (PMS) that enables them to standardize booking procedures, simplify adjustments in reservations, view financial reports in one place, and gather guest insights. 

In a survey by Software Advice in 2014, 54% of hotel management software purchasers in the industry are small to midsize independent hotels. Here are the reasons why more and more hoteliers opt for a PMS in improving their efficiency.

 

3 Key Reasons Why Hotels Should Switch to a Cloud-Based PMS

  1. Long term savings

In the same survey by Software Advice, 96% of hotel software buyers are now looking for a cloud-based system to lower investment costs and have more flexibility for bookings. Automation functions of a reliable cloud-based PMS can do the job of one person, which means fewer costs on wages for hotel owners. Moreover, a PMS costs less than $50 per month, almost 40% less than the amount of one front desk officer. 

  1. Improves staff efficiency

The main function of a PMS is to seamlessly edit room reservations (cancellations, re-bookings, and booking extensions) which makes it easy for front desk officers to manage room allotments. A PMS includes other hotel functions such as financial report generation and check-in processes which can save up to 2 hours daily in manually doing these tasks. Hotel staff members can then focus on assisting guests and improving customer service. Additionally, through the mobile app, each hotel staff member can coordinate on the tasks that need to be done through remote access.

  1. Used as a marketing tool

A good cloud-based PMS will include a guest management feature to maintain guest information. Helping hoteliers understand them better and provide better service. Moreover, a PMS has a basic email marketing tool that allows hotels to send automated booking confirmation emails to ensure smooth check-in and post-checkout emails. Hoteliers can even profile their usual guest types and retarget their services to this majority. 

 

ZEN eManager: A Digital All-in-one Solution for Small and Midsize Independent Hotels

ZEN eManager is a digital all-in-one solution trusted by more than 5,000 independent hotels in Southeast Asia. Hotels with an average room count of 20 are the majority of ZEN eManager clients, in which they are able to have the following: 

A cloud-based property management system: eZee Absolute is a Property Management System (PMS) that allows hoteliers and other staff to manage the property remotely while ensuring that hotel operations are smooth and guest satisfaction is excellent. Through the mobile app, the hotel staff will be able to coordinate on tasks without staying close to each other. 

Advantages of eZee Absolute: 

  • Automation of hotel operations – The PMS allows auto-assignment of rooms to the hotel guests so the staff does not have to manually check which rooms are available. It also provides the staff with an easier way to input in guest details and checks them in the hotel.
  • Tracking of hotel performance – The PMS provides increased visibility on hotel data like guest insights, room occupancy, and financial status. This allows hoteliers to quickly re-plan their strategies for the next few days or weeks. 
  • Integration with Channel Manager – eZee Absolute can seamlessly be connected to the hotel’s Channel Manager. Since more bookings are coming from Online Travel Agencies (OTAs), it is important to synchronize external bookings with in-house reservations and current bookings. 

 

ZEN eManager also includes: 

  1. A cloud-based channel manager: ZEN eManager also has eZee Centrix, a Channel Manager. It allows easy management of hotel listings across 100+ OTAs in one dashboard. 
  2. A dedicated revenue manager: ZEN eManager also includes a dedicated revenue manager straight from ZEN Headquarters. The assigned revenue manager applies the most advanced pricing algorithm, the ZEN Pricing Model, to ensure that hotel owners get maximum revenue no matter the season.
  3. Exclusive listing on zenrooms.com: ZEN Rooms is a trusted brand, with its own Online Travel Agency (OTA) zenrooms.com obtaining up to 1 million monthly website visits. ZEN also gives a marketing edge to exclusive partners by publicizing their hotels across digital marketing channels with more than 1 million followers. 

 

Book a free demo of ZEN eManager at www.zen-hs.com/book-a-meeting to find out more. 

Hotel employees are the most powerful and important asset especially in the hotel industry. The reputation of a hotel can be made or broken by a simple review done on an OTA. In fact, 95% of guests say they would tell at least one other person about their bad customer service experience. Hence, the importance of having great staff that are trained and knowledgeable that will leave a lasting impression to your guests. 

Additionally, happy and engaged employees help in making the hotel profitable. According to eHotelier, happy employees have led to a 12% increase in a hotel’s profitability, and hotels with a positive engagement culture experience 24% less turnover.

Some of the hotel’s staff may already be self-motivated and are naturally enthusiastic about their work, but often, it’s up to the hotel management to motivate them even further. Here are actionable tips to engage hotel employees.

 

7 Ways to Keep Hotel Staff Engaged

1.Communicate Well and Often. 

Have regular meetings with the hotel staff to align with the manager’s vision and it will serve as an avenue for them to voice out their concerns. If they become confused during meetings, redesign the way the information reaches them. Information can also be disseminated through memos to keep them updated.

2. Provide Criticism and Feedback

Some assume that criticism demoralizes employees, but it all depends on how it’s delivered. Constructive criticism from the manager can be motivating for them as it empowers the staff to improve their potential even further.

3. Commend and Reward Them For Good Work

Financial reward is not the only token of appreciation managers can give. Look into incentive programs because they have been known to be highly beneficial in motivating employees. In a study by the International Society of Performance Improvement, performances of employees improved by 15% when rewards were offered. If they were rewarded again for their continuing performance, the improvement reached 27%. 

4. Respect and Trust Them

Respecting employees can be shown by trusting them to do their work well without having to micromanage. This will allow them to relate to the hotel manager better, and appreciate the trust given to them. When employees are not given independence by their superiors, they tend to be unmotivated and hide important information from their managers. 

5. Set the right example

Managers should be the best role model for their hotel staff. Setting the right example will motivate them to perform better, and at the same time, gain the respect and their trust. Having this leadership style will be more effective in disciplining the hotel employees. 

6. Provide continuous training and support

To enhance the potential for the hotel’s employees, it’s necessary to provide them with the right training and workshops. Not only will you improve their overall performance, they will give you their loyalty as well. Hotel staff who are put through training by their managers feel like they are well taken care of and being invested in. Ultimately, leading them to higher positions within the hotel which will give you long term commitment staff. 

7. Equip the staff with the tools they need

Hotel staff should be equipped with the right equipment and tools to perform better and efficiently. Investing in digital solutions will enable them to increase productivity instead of doing repetitive tasks manually. Managers should check in with them personally from time to time to find out more about their needs. 

 

ZEN eManager: The Digital All-in-one Solution That Increases Hotel Staff Productivity

Assisting the staff in their daily tasks by providing them with digital tools will keep them engaged and increase their productivity. ZEN eManager has advanced hotel software to help hotel staff accomplish their tasks quickly and in an organized manner. Additionally, it includes a dedicated revenue manager to assist the hotel owner in determining the most profitable room rates for the hotel. 

ZEN eManager’s unique features:

Two cloud-based hotel softwares: It has eZee Absolute PMS to give a 360° view of hotel operations, in which hotel staff can monitor current bookings, coordinate with other staff, and arrange reservations seamlessly.  It also has eZee Centrix Channel Manager to allow the staff to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard.

A dedicated revenue manager: A revenue manager straight from ZEN headquarters is assigned to the property to assist with competitive pricing. This partnership includes bi-weekly calls between the revenue manager and the hotelier to ensure that both parties are informed with the adjustments on the hotel’s room rates. 

Book a free demo of ZEN eManager at: www.zen-hs.com/book-a-meeting.

Technology has made daily life easier and more convenient especially with online transactions. Making travellers even more reliant on their mobile devices to pay for their goods and services remotely and in real-time. With this trend, hoteliers should know the behavior of their guests when it comes to paying for their rooms to maximize bookings at the property. 

Having online payment methods is advantageous in this day and age for the hotel since guests now prefer smooth and seamless transactions. Most guests will be encouraged to book if they find it easy to secure a room in the hotel.

 

5 Reasons Why Online Payments Are Preferred in 2020

 1. Guests can use their preferred payment methods 

Welcome guests from all over the world by offering localized payment methods that are preferred. This will create a personalized and consistent experience for them as they are provided with the right payment options. This also includes having a dynamic currency conversion, to allow guests to choose which currency they want to pay in.

2. It makes transactions more transparent and seamless.

Paying online requires the hotelier to present a comprehensive breakdown of costs, even the miscellaneous fees such as security deposit, cleaning fee, or reservation fee. Giving guests access to this information will make the experience easier and transactions to be transparent. This will eliminate the need for them to spend time in sorting out their transactions upon checkout, and resulting in a better overall guest experience.

3. Guests are now more willing to give out credit card details online.

With the advance of technology and explosive growth of global smartphone penetration, consumers are more comfortable in doing online transactions. As more merchants are now accepting online payments through different payment methods, consumers understand the convenience that it provides. Ultimately, giving them more confidence in providing their credit card details online including booking transactions. 

4. Increases Sense of Security

Paying online eliminates the uncertainty that there will be no room available for the guests to stay in. Once they book and pay their room online, the room will be automatically blocked on the day of their visit. If there are no online payment methods available, guests are more likely to book a different hotel to secure a guaranteed booking. 

5. Cashless Transactions Are Preferred During a Pandemic

To avoid the possibility of contracting the virus upon contact, guests now prefer contactless payments to lessen physical interaction during this global crisis. Moreover, online payment methods are secure and easier to access in the digital age. 

 

Online payment methods are not only advantageous for guests, but for hotels as well. Here are some advantages:

2 Advantages of Online Payments for Hotels

1. Payment Security

Online payment is done before check-in so it is ensured that all charges are fully paid. For hotels with fees on cancellation, it is easy to collect payment from third parties if the transaction has been done online.

2. Anti-theft

Online payment systems are more secure than ever. Accessing bank accounts usually requires a two-step verification process (entering account password and one-time password or OTP) so it is difficult for someone to steal from the hotel’s account. This is better compared to having cash at the hotel front desk, in which anyone can access the money if left unmonitored or there are no CCTVs around. 

 

ZEN eManager: The All-in-one Solution to Manage Various Types of Guest Bookings

Most hoteliers do not prefer online payments because they do not have the right tools to accept them or manage them. With ZEN eManager’s advanced cloud-based softwares, most online payment methods are acceptable in order to make hoteliers’ jobs easier and guests’ transactions smoother. 

 

ZEN eManager comes with:

Two cloud-based hotel softwares: It has a Property Management System called eZee Absolute which allows hoteliers to manage reservations and bookings, organize payments, and generate financial reports in just a few clicks. eZee Absolute PMS accepts most kinds of payment methods and clearly indicates which payment method was used in every booking. ZEN eManager also has eZee Centrix Channel Manager to allow the staff to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard.

A dedicated revenue manager: A revenue manager straight from ZEN headquarters is assigned to the property to assist with competitive pricing. ZEN revenue managers apply the ZEN Pricing model, the most advanced pricing algorithm, to ensure that the hotel has the most profitable rates.  This partnership includes bi-weekly calls between the revenue manager and the hotelier to ensure that rate adjustments are agreed upon by both parties. 

Book a free demo of ZEN eManager at: www.zen-hs.com/book-a-meeting.

Most hoteliers have struggled during this global crisis especially in finding the right balance for optimal revenues at minimal expenses. With even some, opting to focus on sustaining their business through direct bookings and loyal guests rather than with Online Travel Agencies (OTAs). Hoteliers fear that OTA commissions are costly for their business as they can reach up to 25% of each hotel booking. 

However, OTAs contribute to 2/3rd of hotel online bookings. It would be difficult to get more bookings during this pandemic without having OTA connections. Maintaining OTA relationships will not only benefit your hotel with more revenues but also an increased audience reach for your hotel. 

 

3 Reasons To Continue Partnerships with OTAs in 2020

1. Wider reach

During this pandemic, travel has become limited and hoteliers therefore need to reach a new target segment to attain more bookings. The behavior for travelers is to first check OTAs first before searching for individual hotel pages. OTAs make the hotel search experience easier for users,  the option to compare hotel rates and give complete hotel information. Some OTAs have a worldwide audience which increases the chances of visibility and bookings for independent hotels.

 

2. Cost-effective marketing 

If the hotel has a limited budget for marketing, partnering with OTAs is a good alternative. They have bigger budgets for their own marketing initiatives that can help boost bookings. Every year, OTAs spend millions to attract consumers from around the world to their platforms. Their investment in online traditional marketing channels helps hotels to engage travelers they can’t afford to reach.

 

3. Trusted by travelers 

According to Phocuswright’s survey, 34% of guests trust OTAs as their number one booking platform more than other booking channels. In fact, most hotel guests are even used to booking their travels through these platforms.  OTAs are also known to use popular celebrities in their marketing campaigns, thus gaining the trust of millions of guests worldwide. 

 

ZEN eManager: An All-in-one Solution in Boosting Sales and Operations

ZEN eManager is an all-in-one solution that helps hoteliers manage OTA listings, get optimal room rates, and have increased visibility. 

 

ZEN eManager includes: 

An exclusive listing on zenrooms.com: ZEN Hospitality Solutions is a trusted brand, with its own Online Travel Agency (OTA) zenrooms.com obtaining up to 1 million monthly website visits. This OTA is exclusive to ZEN hotel partners only to maintain the level of quality of service offered to guests. 

 

ZEN eManager also comes with: 

Two cloud-based hotel softwares: ZEN eManager has both eZee Centrix Channel Manager to allow hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard and eZee Absolute PMS to give a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. 

 

A dedicated revenue manager: A revenue manager straight from ZEN headquarters is assigned to the property to assist with rate parity on OTAs in which the hotel is partnered with. This partnership includes bi-weekly calls between the revenue manager and the hotelier to ensure that both parties are informed with the adjustments on the hotel’s room rates. Moreover, they also assist in optimizing costs with the hotel’s revenue. 

 

Book a free demo of ZEN eManager at: www.zen-hs.com/book-a-meeting

 

Disclaimer: ZEN Rooms claims no credit for images featured on our blog site unless otherwise noted. All visual content is copyrighted to its respectful owners. We try to link back to original sources whenever possible. If you own the rights to any of the images, and do not wish them to appear on ZEN Rooms, please contact us and they will be promptly removed. We believe in providing proper attribution to the original author, artist or photographer.

Creating good customer experiences is more challenging for hotels today because of  COVID-19. Guest preferences and behaviors have shifted drastically, and hotels must adapt quickly to these changes to sustain their businesses. Focusing on great customer experience should be a priority not only to increase revenues but for long-term brand development of the hotel. In fact, 84% of businesses that focused on delivering great customer experience had a significant increase in their revenues (Source: Chameleon Collective).

 

2 Key Ingredients for Great Customer Experience 

Customer experience consists of the service that your hotel staff offers and the whole hotel experience of guests from pre-check in to check-out 

 

Hotel Staff Service

The hotel staff are the best representatives of your hotel as they directly interact with guests throughout their stay in the hotel. Therefore, the service given creates lasting impressions on guests and will serve as their main basis on determining how good the hotel is. 

 

Guests’ Overall Hotel Experience

Pre-check In

A guest’s hotel experience starts when upon search and during the browsing of details and room specifications on the booking platform. Followed by the booking and payment processes. Once the hotel room has been reserved, guests will receive confirmation on their booking and some reminders to prepare them for their stay.

 

In the Hotel

Once he steps into the hotel premises, the attitude of the front desk officer and other members of the hotel staff will be the first ones to be noticed. Followed by the check-in procedures until the guests’ arrival at his hotel room. Expectations will include contactless check-in procedures, safety of the hotel and even cleanliness of the property  during this pandemic. 

 

Check-out

The guest’s experience will not stop upon check-out. It is an added value if the hotel will send Thank You messages to make the guest feel appreciated for his/her stay and be up to date with loyalty programs.

 

5 Ways To Provide Great Customer Experience

1. Fix Hotel Listings on Online Travel Agencies (OTAs) /Partner with OTAs 

It is important to organize hotel information properly on booking platforms since this is the start of the guest’s hotel journey. Considering this, the hotel must update the listing on OTAs to make sure that guests can see the great service that the property has. If the hotel is not seen on any OTA yet, it is important to partner with a reliable one as soon as possible to increase visibility and to be trusted by guests when deciding where to book. 

 

2. Adapt A Booking Engine

A Booking Engine allows guests to book on the hotel’s website & Facebook page, in which the hotel will receive booking real time. The accessibility provided by a Booking Engine on both the guest and the hotelier will improve customer experience due to the hassle-free processing of the booking. 

 

3. Retrain and Empower Hotel Staff

At the end of the day, good customer service at hotels always comes back to the hotel’s manpower. The staff will need to take extra measures on keeping guests happy during the pandemic. Since guests expectations have changed, the hotel staff will also need to be re-trained on how to cater to guests during this time. 

 

 

4. Provide Fast and Free Wi-Fi

 

Nowadays, free Wi-Fi is not only expected but required. If the hotel charges extra for Wi-Fi, expect that the hotel guest will never return to the hotel. According to a survey by Hospitality Technology, 90% of hotel guests indicated that easy access to a hotel’s Wi-Fi is ‘very important.’ As more guests opt to travel with laptops, smartphones, and wearables, hoteliers must make sure their hotel Wi-Fi is fast enough to handle all these devices.

 

5. Adapt A Cloud-based Property Management System (PMS)

The days of using manual hotel management methods through pen, paper booking records are long gone. Even the existing software on hotel computers can be too manual and outdated. In fact, more than 90% of hotel software buyers are now looking for a cloud-based system. This is because a cloud-based PMS stores information on the internet, making it accessible from any device. A reliable PMS enables hotel staff to streamline day-to-day operations like check-in, check-out, and re-bookings. It also allows hotels to get guest insights, automate guest reminders, and specialize loyalty programs for guests. This means staff can focus on providing the best possible customer service experience to guests.

 

ZEN eManager Pro: The Complete Digital Solution to Enhance Customer Experience

Get everything that ZEN eManager has to offer plus unique add-ons to improve guest relationship and brand image. 

 

ZEN eManager includes: 

  1. A cloud-based hotel management system: Get both eZee Absolute, a Property Management System, and eZee Centrix, a Channel Manager. eZee allows easy management of hotel listings across all OTAs, real-time monitoring of hotel operations, generation of accurate financial reports online in one dashboard, acquisition of real-time guest insights, and sending of automated guest emails and reminders. 
  2. A dedicated revenue manager: Have a dedicated revenue manager straight from ZEN Headquarters who applies the most advanced pricing algorithm, the ZEN Pricing Model, to ensure that hotel owners get maximum revenue no matter the season.
  3. Exclusive listing on zenrooms.com: ZEN Rooms is a trusted brand, with its own Online Travel Agency (OTA) zenrooms.com obtaining up to 1 million monthly website visits. ZEN also gives a marketing edge to exclusive partners by publicizing their hotels across digital marketing channels with more than 1 million followers. 

 

With Pro, hotels get these additional features:

 

  • 24/7 Customer Care – Hotel partners have dedicated customer support to assist in booking processes and maintain guest relationships. 
  • Booking Engine – eZee Reservation, the Booking Engine included in ZEN eManager Pro, allows hotels to accept online bookings on both the hotel website and its social media pages. It also serves as a back office for reservations made on those platforms.
  • Free Hotel Photoshoot – Hotel partners get a full photoshoot of their hotel (each type of hotel room, amenities, exterior, and other important facilities). ZEN staff also assists in editing these photos and uploading them on the hotel’s OTAs.

 

 

Book a free ZEN eManager Pro demo: www.zen-hs.com/book-a-meeting.

 

Disclaimer: ZEN Rooms claims no credit for images featured on our blog site unless otherwise noted. All visual content is copyrighted to its respectful owners. We try to link back to original sources whenever possible. If you own the rights to any of the images, and do not wish them to appear on ZEN Rooms, please contact us and they will be promptly removed. We believe in providing proper attribution to the original author, artist or photographer.