You can get to know your guest

This article talks about the different ways to get to know your guests and thru which channel in order to provide them with the best experience possible.
I believe that you can fidelize a clientele by introducing a loyalty card, which will give you access to information on the person.
I remembered when working for Hyatt, they had a fidelity program called gold passport. Automatically, upon arrival, we presented the guests with different choices of amenities or they also had the choice of cummulating points instead.

Moreover, I found it very interesting in my past experience working at the front desk, that it was possible to find information about your guests. For example, we know this person is allergic to something in particular, or that guest always want courtyard rooms or never do pre-autorization on credit card...lots of different issues. Also, angry guests, complaints...it was good to keep track of that so we knew how to handle the person and his or her entire stay.

Cut down on checkout time with Marriott eFolio

I believed this is a very good way for Marriott guests's to save time. I remembered when working at the Hyatt in San Diego, which was a 420 rooms type of hotel. Some mornings were very tough as far as check-outs. Customers were in a hurry, they did not want to wait in lines because they had to catch a plane or go to a meeting or whatever.
So, it gets very frustrating for them as well as the staff. Especially when I had a very good customer, who was coming repeatedly and had a good contact with him or her, I did not like seeing him wait at the end of the line.
It might also be a way of reducing stress for the staff and guests.
You already have systems like Pay-Tv, in your room in which you can pay directly with your credit card, on the T.V.
Moreover, it is also a way to fidelize your clientele.

Article's link :
http://www.hotelmarketing.com/index.php/content/article/061117_cut_down_on_checkout_time_with_marriott_efolio/

Hotel photos get date stamped

VRX Studios launched a campaign called "Always Fresh" that shows dates on all hotel photos, virtual tours and interactive maps. This is the first time that consumers can see when these images were certified by the hotels.

Each image will be stamped with a “freshness date” indicating when the image was certified as being accurate and up-to-date. "Always Fresh” will eliminate the uncertainty that consumers can experience sometimes when booking accommodations online.

The main objective is to ensure that consumers can rely on the images of hotels they see online. That way, travellers are making more informed purchasing decisions and therefore you have a way to manage your clientele's expectations because "they already saw what they will be getting". I think that for hotels it is a great way to showcase your product. I believe it really shows how serious and trustful a hotel can be. The images as well as virtual tours does a great job capturing viewers attention.

http://www.hotelmarketing.com/index.php/content/article/061115_hotel_photos_get_date_stamped/

I have chosen the article "a butler in every room" by Katie Benner from hotelmarketing.com.

I believe people's set of mind have changed tremendously regarding the hotel industry and the services they should provide. They do not want anymore just a beautiful room and a concierge in the lobby.

They basically want a concierge, butler for themselves.
So they want personalized service.
They want to be treated almost like they were VIP's .
They want that special treatment.
I think that guests are willing to pay for a lifestyle anyway.

I am confident that this a good concept and is important to the hotel business because guests will always be looking for that special care and attention, and knowing that the staff will anticipate your needs no matter what.

Link: http://www.hotelmarketing.com/index.php/content/article/060630_crm_a_butler_in_every_room/