new content for the hotel

Phrase It

Reputation Management

1 - What is the relationship between QGI and revenue gains? 

it is a positive reviews and reputation online. it will increase demand and allow hotels to increase prices without losing guests.
 the online reputation drives revenues because the users and reviews are a part of the research process, there are also new behaviors, guests count on rankind and other e-reputation the the hotels (customer discovery path). it is generate demande and we can notice that a good reputation and performance lead to a pricing power.

2 - What person/position in the hotel , is responsible for analysis of pricing changes based on qulaity index changes? 

there are 3 different generations that appear; the first one is the Reservation manager, then after the second one the revenue manager, they have more knowledge on technical aspect than the reservation manager and they also have new tools. the third generation have a new optimal position the demand creation that imply the marketing , the demande capture that imply sales and the demand management that imply revenue management.

3 - What new measurement to measure quality scores to revenue performance? 

the new measurement is the QPI ( quality penetration index) we calculate it like that : 

             Globale Review Index (of my hotel) 
QPI =                                                              
             Average Global Review Index (of competitors)

the QPI compare the guests review performance of an hotel with its competitors. it is based on the global review index that it is itself create with OTAs reviews.

4 - Is ORM the Revenue Maximization of the future?

it have and important role in customer decision, it exist now indicators that represent the different steps in the customer decision path. for the hotel, this online reputation can raise the demand and also take on different pricing strategy to maximize revenue.
ORM is for me the key driver of revenue maximization in the future. hotels have to manage it and adopt strategies in order to take the best benefit from this new tool and also optimize rates distribution channels revenue.

TED ED 4

the think questions

1 - answer D 
2 - answer B 

3 - burning platform according to him means that the core institutions are frozen and stick in their own principles. he say that because he think that it is more expensive when you stay where you are than moving forward and make some radical change. 

4 - the concept of transparency is when all our institutions making available to everyone of us the information. "the communication of information" he want to say that they must giving up assets like intellectual property such as IBM giving $4 billions of software, giving IBM a multi-million $ payoff.

5 - answer B
6 - answer E

7 - to illustrate the 4 principles Don takes Nature as an example. Starling birds which come to "murmuration" (near Edinburgh). he wants to protect these birds form predators and he needs collaboration. For the best interest of each bird (us) they need to collaborate in order to create a collective power. Don says that there is a leadership but there is no one leader. 
Transparency , sharing information , communication ... This is how the world should works

ASAP

What is Asat? 

ASAT means "Any Screen Any Time"

Give 3 non traditionnal example from the slideshare

Sport machine

Car 

Watch 

What is meant by mobile enhanced experience?

mobile enhanced experience refers to using mobile devices in situations where all you have is your mabile to enhance your experience. Such as when visiting a city, from a bus you see a restaurant you want to try. you type the name of the restaurant into your mobile to be able to coma bk later and try the restaurant. This create a positive experience and enhances your trip, through simple acts on your mobile device.

How could an hotel provide a mobile enhance experience? 

an hotel could provide real time information about its room's availability, a virtual visit of the hotel for people hesitating to come. 

Using Vine, it could make short videos with break first preparation, few words from the employees, pictures of each rooms, non private events that are takin place in the hotel, sightseeing around the hotel...

List the customer decision journey digital touch points shown in one of the scenarios

* watchin tv

* website on mobile phone

* website again with the computer

* calling to make a reservation 

* check emails with mobile phone

Management Reputation Session 2

Craig online reputation. from chaa18

DIGITAL IQ