Blog #4

Content Is Still King

This article is about the importance of the content carried through out a network system in a hotel. As we know, an IP based network system is a must for all hotels and by using their technology to transmit the correct content through out the property will benefit the hotel greatly. Ashok Kumar, the author of Content is Sill King, writes about the wide variety of ways content can be delivered to guest and how there are so many different devices hotels can used to deliver their messages; for example: internet, television and telephone to name a few.

Kumar goes on to explain the five different categories of content:

1. Entertainment – usually free for guest ex: Television
2. Information – about the hotel and services offered
3. Personalized – information customized to a specific guest
4. Communication- also personal but provides two way interaction
5. Advertising – revenue producer for hotels: specials/ promotions

In providing this content, all hotels do face challenges. They need to provide “consistent, uniform, and useful information to guest” through out the property and they want to “keep the customer engaged and captive”.

I chose this article because information given to potential customers or loyal guest can make or break a company at any time. All messages need to be clear and consistent. The last thing any customer wants is to feel they have been promised something they did not receive or be mislead to believe something that is not true. On the other hand, a hotel does not want to be misunderstood and have to deal with a customer situation like this. I feel a good way to make sure consistency happens through hotels is to have employees understand what messages are being sent to the guest and have different people look at the content being transmitted to guest to make sure the message is consistent.

The Search for the Perfect Resort System - Will We Ever Reach Shangri-La?

This article is about the importance of incorporating a successful technology system within resorts. Over the years, resorts have been trying to find a system that will integrate all aspects of the resorts from customer booking information to catering, to front desk operations to sales inventory.
During the summer, resorts do very well but are now looking to increase their revenue during the off season by upgrading their meeting and conference spaces for year round business meetings. Resorts are also finding a need for stronger sales and marketing departments because they need to differentiate their properties and accommodations to potential and current guests.
There are so many different aspects of resorts and it is important that the time resorts guest spend there runs smoothly. To do this, management needs to invest in systems that work with different aspects of the property. The article explains different PMS systems and the importance for customers to be able to book everything through the internet easily. A PMS system, like GoConcierge, is able to track everything the customer is booking, make sure all their activities work well with each other and send the customer and management a full itinerary of their stay.
Inge’s article goes on to explain how PMS systems can intertwine with Catering and Sales systems, Revenue Management systems, POS systems, memberships and discounts.

Through property management, it is so important for different parts of the resort to be connected; this saves time, decreases the amount of errors through the booking process, allows changes to be made easily and simply helps everything run smoothly. Anyone staying at a resort, whether you are a year round member or someone spending time there through a timeshare, do not want to have to worry or have problems during their visit.
The systems discussed in this article really interested me; they are amazing asset to any property. I can just imagine how much easier using these systems is for management rather than trying to say connected with the different parts of the resort via telephone or e-mail. As you can see, these systems are very beneficial to the success of the resort and to the customer. The more smoothly the property is run and the positive feedback given from guests the more successful the resort will be and the happier customers will be through the duration of their visit. They will gain customer loyalty, generate marketing from customers word of mouth and their revenue would increase.

Blog #2

Meeting Expectations:

Savvy Hotels turn to Technology to Capture Meeting and Conference Profits

The article, Meeting Expectations: Savvy Hotels turn to Technology to Capture Meeting and Conference Profits, explains the importance of providing conference and event services within hotels. This has become a competitive aspect of the industry and hotels must “have cutting edge technology, not only to compete, but also to be a fore runner in the industry.”
Two different types of software were discussed in the article: Northwind’s Maestro and Passkey’s Red Link software. The Northwind software system provides a connection within the resort or hotel property between the managers of the front desk, sales department, catering and kitchen. This allows different information, like inventory, orders and space availability, to be at the management's fingertips. With all the information connected, fewer mistakes are made and tasks are more efficient.
Passkey’s Red Link allows a direct connection between hotel reservation booking sites to conference registration websites. This connection is a benefit for both the customer and hotelier. It easy for customers to surf through the websites, it allows conference planners to track attendees and aids hosting hotels to increase their occupancy rate.

These types of technology are great investments for properties. Hotels will benefit by saving money and increasing customer numbers. I believe it is important for hotel management to be connected. Having access to the same information is very beneficial. It allows managers to work together with updated and accurate information.
Also, the best investment a hotel can make is one that is beneficial to the customer. Not everyone is technologically savvy and knows how to surf easily through websites. Customers appreciate when the information they need is easily accessible. Making online booking reservation websites directly connected to conference registration websites is innovative and beneficial for the customer.

Blog #1

Social Media Sea-Change-Part 1:

Blogs and How to Join the Conversation

The article describes how the main source of information is the Internet and today, people are not just searching for information but they are posting their own ideas and reviews. Blogs are being used for personal use as well as a marketing tool for organizations; which can have a positive and negative impact. With the internet anyone is able to “broadcast an opinion about you and your company” and anyone is able to have access to the information posted. Organizations are also able to hold their own “peer-to-peer communication” sites which is a huge marketing opportunity. Having blogs can boost revenue and increase customer loyalty and numbers.
The article continued to explain how to search for conversations and then listen to a blog, using a Really Simple Syndication (RSS) feed, once a blog of interest is found; and lastly shows how to develop a blog strategy and participate in the conversations.

This article caught my eye because we are learning and developing our own blogs through this class The development of them and positing of information is completely new to me. Blogs are a continuing and growing trend in today’s world. This personal and professional use of the internet is a great source of information; its real reviews, thoughts and feelings. People are brought together with similar interest through the peer-to-peer communication and they are able to show their own thoughts “knowledge, passion and experiences”. Blogs are a great source of social networking and marketing. Organizations should take hold of this opportunity to post information about their services and gain the customer feedback the blogs would provide. Companies would find the positives and negatives of their services and would be able to improve and strive based on their consumers needs. I feel blogs are a better source of information to obtain feedback than just a simple form filled out by the customer. Through blogs, organizations will find feedback from people who are passionate and care about the topic at hand.