Besides providing reservations sales training and telephone mystery shopping for the lodging industry, many companies have hired me to do consulting regarding their overall sales Read More

After several years of solid RevPAR growth, most hotels are now seeing the increases slow. Of course each market is different, but this leveling off Read More

If someone would have surveyed hoteliers in the early 2000′s as online bookings were growing exponentially each year, few would have predicted that by now Read More

Although much has changed in recent years regarding the profession of hotel catering sales, one fact that remains the same is that it can be Read More

Hotel salespeople are inundated with booking inquiries from meeting planners and guests alike. Closing those sales starts with a good first impression. One thing most Read More

If someone would have surveyed hotel managers 15 or 20 years ago about the future role of their front desk staff, my guess is that Read More

As my frequent readers know, I often write about the importance of voice reservations as a distribution channel, even in today’s online world where we Read More

Hotel revenue managers are looking to reduce distribution costs by encouraging direct bookings; however, most only are focusing on increasing online bookings at their hotel Read More

In looking back at 2014, it seems that a major topic at all hotel industry conferences was the seemingly ever-increasing costs of customer acquisition. Numerous Read More

If your hotel or call center is like most in the industry, chances are that you experienced a notable resurgence in phone inquiries for hotel Read More