“Beauty is the bait which with delight allures man to enlarge his kind.”
Socrates (Greek philosopher, 469 – 399 a.C.)
“A beleza é a isca que, com encanto, seduz o homem para aumentar a sua espécie.”
06 agosto 2011
Facebook: how to write relevant content and engage users
Below are some suggestions on what to share on Facebook to encourage fan engagement and expand your fan base:
- Stay on topic and stay focused:
- Include a combination of your own thoughts, breaking news, local events, useful tips, tools, resources, and links from other sites sharing relative topics to your industry.
- Pick one topic and stick with it – do not mix up topics and talk about several things in the same post.
- Plan Ahead
- Create a content calendar if you are having trouble finding topics to discuss.
- Explore your community and know what is happening — research events, local attractions, festivals, etc.
- Pick topics that can have follow up posts later.
- Keep It Simple and Concrete
- Short, concise posts are the most effective.
- Do not post anything that could be offensive or could encourage negative comments.
- Do not post links to articles or information that is difficult to understand/comprehend.
- Write content that is easy to read and appropriate for everyone.
- Engage Users
- Create polls to find out more information about your users’ likes and dislikes, and cater to your audience.
- Mix up the types of posts by using status updates (including @ tags), discussions tab, links, photos, videos, and events.
- Add photos – these don’t have to be professional photos. You can snap photos around the property – local events, attractions, etc. using a digital camera. Photos are one of the single most effective engagement items on Facebook.
- Involve your Employees
- Ask your employees to post tips about what to do in the area or how to get the best deals/discounts for local attractions.
- Employees can also post tips on things to do in and around the hotel, such as when is the best time to get a chair by the pool, which is the best seat at the bar to watch the playoff games, etc.
- Encourage your employees to respond to comments and encourage socializing.
- Entice Comments and Interaction
- Ask open ended questions.
- Respond to posts promptly and encourage users to comment back.
- Add suspense to comments and create excitement for users to come back.
Source:milestoneinternet.com
mandy
05 agosto 2011
04 agosto 2011
03 agosto 2011
01 agosto 2011
CASA TURQUESA
CASA TURQUESA
PARATY - RIO DE JANEIRO
http://www.casaturquesa.com.br/
CASA TURQUESA
PARATY - RIO DE JANEIRO
http://www.casaturquesa.com.br/
PARATY - RIO DE JANEIRO
http://www.casaturquesa.com.br/
CASA TURQUESA
PARATY - RIO DE JANEIRO
http://www.casaturquesa.com.br/
23 julho 2011
Chinese official: Tourism needs to serve more people
Chinese official: Tourism needs to serve more people
C1SBEditor | Jul 23, 2011 | Comments View Comments
China’s tourism businesses should extend their services to serve more people as domestic travel remains a major contributor to the country’s tourism industry over the next five years, officials from the China Tourism Academy said.
Further, Chinese businesses should serve travel and tourism demands of a wider range of people, especially their core needs, in order to achieve further development, Dai Bin, deputy head of the academy said at the China Tourism Academy Summit 2011 held from Saturday to Sunday.
“To satisfy the needs of average people is the key to success for any business, in addition to excellent teamwork, technology and its business model,” Dai said.
He said that services of most Chinese tourism enterprises are currently designed for a small group of consumers, mostly rich, leaving the country’s tourism market largely unexplored.
“The country’s tourism industry has developed rapidly over recent years, but still remain at its early stage of development,” he said, adding that the age for the tourism industry to serve a broader array of people has arrived.
He also noted, however, that Chinese enterprises face grave technological challenges and intense competition in the context of globalization.
“Very few of the 21,000 Chinese tourism enterprises could properly use modern technology, especially information technology, to offer travel services,” he said.
Citing the rapid development of China’s leading online travel agent, Ctrip.com International, Dai called on the country’s tourism enterprises to adjust their development strategies to a global point of view.
According to a five-year development outline for the country’s tourism industry, China hopes to attract 3.3 billion tourists by 2015, up from 2 billion recorded in 2010
Source: eturbonews.com
Jenny Do
C1SBEditor | Jul 23, 2011 | Comments View Comments
China’s tourism businesses should extend their services to serve more people as domestic travel remains a major contributor to the country’s tourism industry over the next five years, officials from the China Tourism Academy said.
Further, Chinese businesses should serve travel and tourism demands of a wider range of people, especially their core needs, in order to achieve further development, Dai Bin, deputy head of the academy said at the China Tourism Academy Summit 2011 held from Saturday to Sunday.
“To satisfy the needs of average people is the key to success for any business, in addition to excellent teamwork, technology and its business model,” Dai said.
He said that services of most Chinese tourism enterprises are currently designed for a small group of consumers, mostly rich, leaving the country’s tourism market largely unexplored.
“The country’s tourism industry has developed rapidly over recent years, but still remain at its early stage of development,” he said, adding that the age for the tourism industry to serve a broader array of people has arrived.
He also noted, however, that Chinese enterprises face grave technological challenges and intense competition in the context of globalization.
“Very few of the 21,000 Chinese tourism enterprises could properly use modern technology, especially information technology, to offer travel services,” he said.
Citing the rapid development of China’s leading online travel agent, Ctrip.com International, Dai called on the country’s tourism enterprises to adjust their development strategies to a global point of view.
According to a five-year development outline for the country’s tourism industry, China hopes to attract 3.3 billion tourists by 2015, up from 2 billion recorded in 2010
Source: eturbonews.com
Jenny Do
16 julho 2011
BRAZIL HOTELS
Acabei o meu livro BRAZIL HOTELS !!!
Agora vai pra editora e depois definimos o lançamento. Vou atualizando vcs por aqui, pelo twitter @fcandiota e pelo facebook.
Obrigado por tudo, bjs e abs,
Felipe
Agora vai pra editora e depois definimos o lançamento. Vou atualizando vcs por aqui, pelo twitter @fcandiota e pelo facebook.
Obrigado por tudo, bjs e abs,
Felipe
12 julho 2011
iPad ganha aplicativo de reservas de hotel
iPad ganha aplicativo de reservas de hotel
Por Reuters
Aplicativo de viagens para o iPad permite pesquisas e reservas de hotéis com assistência de GPS
Nova York - Com as passagens aéreas mantendo preços persistentemente elevados, mais gente está pegando a estrada para as férias de verão, o que torna mais provável que precisem de acesso móvel a recursos de viagem.
A gigante das viagens Orbitz lançou um aplicativo que ela descreve como único aplicativo de viagens para o iPad que permite pesquisas e reservas de hotéis com assistência de GPS.
Ao desenvolver o aplicativo, a Orbitz levou em conta resultados de pesquisas que demonstravam que mais de metade das mil pessoas entrevistadas havia afirmado que seus aparelhos móveis eram mais úteis para pesquisas e planejar atividades depois que chegavam a um lugar, ante um terço que consideravam seu uso mais útil antes da partida.
Apenas 15 por cento disseram que os aparelhos móveis eram úteis para fazer reservas nas férias. Um dado interessante é que mais de um quarto dos homens disseram ter utilizado um aparelho móvel para reservar viagens, ante apenas oito por cento das mulheres.
Os usuários dos aparelhos móveis também apresentaram probabilidade bem mais elevada de reservar acomodações no mesmo dia do que as pessoas que utilizam o site convencional.
O aplicativo inclui hotéis nos milhares de destinos em todo o mundo que estão disponíveis no site da Orbitz, o qual recebe 10 milhões de visitantes ao mês, e permite filtrar os hotéis por preço, classificação ou localização.
Também permite que os usuários localizem hotéis próximos utilizando as capacidades de GPS do iPad, e que comparem hotéis e preços em um mapa interativo.
A gigante das viagens Orbitz lançou um aplicativo que ela descreve como único aplicativo de viagens para o iPad que permite pesquisas e reservas de hotéis com assistência de GPS.
Ao desenvolver o aplicativo, a Orbitz levou em conta resultados de pesquisas que demonstravam que mais de metade das mil pessoas entrevistadas havia afirmado que seus aparelhos móveis eram mais úteis para pesquisas e planejar atividades depois que chegavam a um lugar, ante um terço que consideravam seu uso mais útil antes da partida.
Apenas 15 por cento disseram que os aparelhos móveis eram úteis para fazer reservas nas férias. Um dado interessante é que mais de um quarto dos homens disseram ter utilizado um aparelho móvel para reservar viagens, ante apenas oito por cento das mulheres.
Os usuários dos aparelhos móveis também apresentaram probabilidade bem mais elevada de reservar acomodações no mesmo dia do que as pessoas que utilizam o site convencional.
O aplicativo inclui hotéis nos milhares de destinos em todo o mundo que estão disponíveis no site da Orbitz, o qual recebe 10 milhões de visitantes ao mês, e permite filtrar os hotéis por preço, classificação ou localização.
Também permite que os usuários localizem hotéis próximos utilizando as capacidades de GPS do iPad, e que comparem hotéis e preços em um mapa interativo.
08 julho 2011
Vendas coletivas na hotelaria: Mito ou oportunidade?
Queridos, outro dia uma pousada levantou essa questão no meu grupo Hotéis do Facebook. Espero que essa matéria ajude na explicação. Obrigado e abs,
via Revista Hotéis
via Revista Hotéis
Vendas coletivas na hotelaria: Mito ou oportunidade?
A nova ferramenta de e-commerce eletrônico tem se mostrado uma tendência que veio para ficar e que pode favorecer os dois lados o consumidor pelo desconto e o investidor pela divulgação da marca
Os sites de compras coletivas são o grande frisson do momento na internet brasileira, pois eles nasceram com uma proposta simples, mas alinhada ao momento atual em que o comércio eletrônico cresce a cada dia, e os consumidores estão interagindo mais com o mundo virtual e ávidos por novas experiências de consumo. Em poucos minutos de navegação na web o internauta descobre centenas de ofertas e descontos imperdíveis que podem chegar a mais de 50% que são anunciados diariamente por estes sites de descontos. Este nicho de mercado tem crescido com sucesso rapidamente, o suficiente para movimentar bilhões de reais desde a sua criação, em 2008 pela Groupon nos EUA e no Brasil este fenômeno chegou em 2010.
Com cara de liquidação os sites de compras chegaram para ficar e muitos hotéis já apostam nesta nova ferramenta de vendas, principalmente para combater a sazonalidade.Verificou-se que esse setor seria um dos mais beneficiados com as compras coletivas, pela vantagem das vendas acontecerem rapidamente, e os descontos são divulgados frequentemente, e assim atraindo muitos clientes impulsionados por essas ofertas tentadoras ou pelo custo-benefício de se hospedar em um hotel cinco estrelas pela metade do preço.
Muitas redes de hotéis no Brasil entraram nesta onda das compras coletivas, como a GJP Hotéis & Resorts, que recentemente fechou um contrato de exclusividade com o site Groupon, que é considerado o maior portal deste mercado no mundo. O acordo prevê, pelo menos, três ofertas nacionais por mês em destaque no site. “São mais de 11 milhões de clientes cadastrados que recebem diariamente nossa promoção nacional. Com nosso sistema de indicação de oferta via e-mail e/ou redes sociais, temos o potencial de atingir mais de 50 milhões de pessoas. Em janeiro, um em cada quatro brasileiros com acesso a internet visitou nosso site”, mensura o Coordenador regional de vendas do RS, do Groupon, Flávio Theófilo. O contrato ainda oferece à rede GJP a possibilidade de pré definir e garantir datas de divulgação das ofertas, além de trazer constante prioridade na escolha destas por regiões do Brasil. “Este acordo dará uma grande visibilidade à rede, que está em constante fase de expansão, e irá trazer para o consumidor grandes ofertas para os melhores destinos turísticos do Brasil”, completa o Gerente de Marketing e Vendas da GJP, Thomas Hartmann.
Outra rede que está investindo neste sistema de e-commerce é a Plaza Inn Hotéis que desde o começo deste ano têm projetos de vendas em sites de compras coletivas como o “Só Agora” e “Destino Barato”, e o resultado disto é que já rendeu resultados de vendas 20% maior em comparação ao mesmo período do ano passado.
A Diretora comercial do Plaza Inn Hotéis e membro do Comitê de Marketing da Allia Hotels, Tânia Galdeano, explica “Percebemos que os sites de compras coletivas poderiam amenizar a questão da sazonalidade nos nossos hotéis de lazer. Decidimos investir em um projeto piloto para medir os resultados que poderíamos obter e ficamos bastante satisfeitos. O Condomínio Week Inn é um dos nossos empreendimentos que ‘sofre’ com a questão de sazonalidade e a promoção realizada por meio desse novo canal nos trouxe ótimos resultados em meses em que historicamente não obteríamos resultados tão positivos, com um faturamento 20% maior do que o mesmo período em 2010”, comemora a executiva.
Sinal verde
Para o Diretor Comercial do Royal Palm Hotels & Resorts, César Nunes, é surpreendente o tamanho do mercado conquistado pelos clubes de compras coletivas. Para que se tenha uma ideia estima-se que em 2011 os 1800 clubes de compras ativos vão faturar em torno de R$ 1 bilhão, sendo que hotéis e viagens representará 30% deste faturamento, ou seja, R$ 300 milhões de faturamento só neste segmento, seria uma miopia desprezar estes sites. “Acredito que estes clubes de compras vieram para ficar, sendo uma tendência de crescimento um direcionamento para nichos de mercado ou produtos, como por exemplo, clube de compras para evangélicos, GLBT, regionais, especializados em Turismo, e etc. Mas, não acredito que o modelo de se vender tudo para todos se mantenha por muito tempo”, frisa Nunes.
Na opinião do Diretor comercial da rede hoteleira Othon, Tomas Ramos, compras coletivas é uma ferramenta eficiente quando utilizada principalmente para hotéis independentes e pousadas, pois este tipo de venda está crescendo e se popularizando rapidamente, pois massifica a distribuição com o benefício do marketing online dedicado em promover o produto. “Com certeza será um modelo de comercialização que irá se fortalecer pela própria cultura dos consumidores no universo online, popularizando fortemente a compra de hospedagem, pois os benefícios são o custo de marketing reduzido e distribuição com a vantagem da promoção pontual ou mesmo sazonal. Nós ainda não utilizamos esta ferramenta de marketing, pois estamos consultando os principais players de vendas coletivas para os produtos econômicos no segmento de lazer”, afirma Ramos.
Já Nunes salienta que a principal vantagem neste negócio é a grande exposição, rápida e direcionada a um determinado público, onde só existirá o custo (alto ou não) após a concretização da venda. “Acredito que o empresário pode compor uma solução para combater a sazonalidade, porém não seria um bom negócio para os hotéis direcionarem fortemente o seu inventário de apartamentos para estes clientes, pois a margem de lucro fica extremamente comprometida. Em nosso empreendimento, por exemplo, empregamos este tipo de promoção para pacotes com datas fechadas e nos nossos restaurantes, criando pacotes/benefícios que não são habitualmente comercializados pelos nossos grandes clientes, ou seja, evitando o atrito ou desconforto com aqueles que sempre estão trabalhando conosco”, alerta o executivo.
Para Ricardo Aly, Diretor de Vendas & Marketing da Bourbon Hotéis & Resorts a experiência com esta ferramenta aconteceu num teste na venda de A&B e o retorno foi razoável. Porém, em vendas de diárias a rede não pretende a utilização deste canal de compra.
Recomendações dos hoteleiros
Porém, nem tudo são flores no mundo das compras coletivas, e é fundamental que o hoteleiro tenha um bom planejamento em mente para que um excelente negócio não se transforme em um desastre de vendas. Um dos piores erros que os hoteleiros cometem é o pecado do excesso: vendem mais tíquetes de diárias do que aquilo que realmente poderiam oferecer, causando um excedente de hóspedes e tendo que cancelar a compra de alguns e devolver o dinheiro para outros, além de piorar a imagem da empresa junto a esse consumidor realizando um marketing negativo.
Diante disto, alguns profissionais da hotelaria ainda vêem este sistema de e-commerce com riscos e ressalvas. “Os hotéis, pousadas e resorts não estão sabendo utilizar este canal de distribuição ou marketing de impacto. A única vantagem que eu vejo neste tipo de ação promocional, é quando os investidores hoteleiros a utilizam em uma abertura de empreendimento a fim de estimular a utilização e divulgação da marca/produto, que é seu hotel, pousada ou resort. Em outros casos é uma ação de desespero no meu ponto de vista, porque o hotel concede 50% de desconto (mínimo) +30% de comissão, além dos 30 dias no mínimo para recebimento. Para se trabalhar a sazonalidade é preciso ter criatividade e gestão”, alerta Aly que diz que este sistema veio para ficar, porém sofrerá mudanças em breve no seu formato e no número de sites competidores.
Os cuidados, na opinião do executivo, devem passar também pelo aspecto da cadeia produtiva, afim de não criar conflitos e insatisfações para o hoteleiro. “O Revenue deve se preocupar com o Pricing e os canais de distribuição para que todos fiquem alinhados e prestigiados de alguma forma. Utilizar uma ferramenta que foca o tipo de consumidor que só compra pelo impulso de preço, poderá afastar o seu cliente fiel que o marketing tanto gasta seus esforços para mante-lo. No final você pode perder os dois tipos de clientes. Minha sugestão é que você tenha um bom site que contemple promoções e que o hotel continue prestigiando quem lhe prestigia. Cuidado ao mexer com este tipo de distribuição porque para mim, vendas coletivas na hotelaria é nitroglicerina pura. Se não tomar cuidado poderá explodir podendo causar tantos danos que podem ser irreversíveis ao seu negócio”, recomenda Aly.
Nunes, também ressalta que “todo cuidado é pouco” quando o assunto é vendas coletivas na hotelaria e disponibiliza algumas recomendações para os hoteleiros que desejam optar por este tipo de marketing promocional. “Antes de usar estes sites, temos que analisá-los sobre dois pontos: 1-Marketing: Que mensagem, ou qual o objetivo estou promovendo o meu hotel neste canal? Não podemos esquecer que todo grande desconto de preço quando exposto carrega um risco de desgaste na imagem do hotel perante aos demais players do segmento turístico (operadoras e agências de viagens) e 2-Vendas: Estou promovendo o melhor valor para o meu negócio no momento correto? As condições definidas na parceria comercial são transparentes entre as partes e para o consumidor final? A margem final (valor que fica para o hotel) é rentável? Acredito que estas são perguntas básicas e necessárias que devem ser consideradas quando se pretende trabalhar com um clube e de compras”, acrescenta Nunes.
Cuidado na hora de comprar
Em meio a tantas ofertas, é difícil resistir. No entanto, os consumidores devem ficar atentos sobre a segurança destes sites, principalmente no que se refere ao pagamento, entrega do produto, efetivação do serviço e também ao fornecimento de informações pessoais no ato do cadastro. De acordo com o advogado especialista em direito digital e segurança da informação, Guilherme Guimarães Rocha Pereira dos Santos, do escritório Jefferson Brückheimer Advocacia Empresarial, os sites de compra coletiva são boas opções para economizar em determinados produtos e serviços, mas é preciso avaliar a credibilidade do mesmo. “Nossa orientação para os consumidores é que eles sempre pesquisem sobre o site antes de comprar. Os fóruns sempre trazem boas informações de experiências de outros compradores e vale a pena correr atrás dessas informações. Além disso, todos devem verificar os termos de compra e segurança do site, para avaliar as condições de negócio, prazo de validade, procedimentos para devolução, verificar despesas com fretes, taxas adicionais, etc. Conhecer o local de venda e o produto são essenciais para uma compra bem sucedida. A regra é sempre a mesma: verifique a idoneidade dos fornecedores por meio de consulta no CNPJ no site da Receita Federal e também pesquisas junto ao Procon”, afirma o advogado.
Uma das grandes preocupações nestes sites, que ainda amedronta muitas pessoas, é em relação ao pagamento. De acordo com o advogado Guilherme, o consumidor deve verificar se o sistema de pagamento online é confiável. “É sempre importante averiguar se no endereço da página onde será digitado os dados do cartão de crédito os quais serão posteriormente transmitidos o protocolo httpS está presente. A transação bancária nestes sites é sempre online e o consumidor não está fora do perigo de ser alvo de criminosos, principalmente quando o pagamento é feito via cartão de crédito”, destaca Guilherme. Ele frisa que os fornecedores destes sites têm os mesmos deveres de qualquer um que possua um comércio físico. E os consumidores, por sua vez, também têm direitos iguais, com mais alguns benefícios. “Muitos nem sabem, mas eles podem desistir da compra em um prazo de sete dias após o recebimento do produto ou serviço, solicitando a devolução integral do valor investido. Por isso que antes de entrar para estes clubes, é importante ter orientação para saber como proceder de forma correta”, explica.
Os sites de compras coletivas são o grande frisson do momento na internet brasileira, pois eles nasceram com uma proposta simples, mas alinhada ao momento atual em que o comércio eletrônico cresce a cada dia, e os consumidores estão interagindo mais com o mundo virtual e ávidos por novas experiências de consumo. Em poucos minutos de navegação na web o internauta descobre centenas de ofertas e descontos imperdíveis que podem chegar a mais de 50% que são anunciados diariamente por estes sites de descontos. Este nicho de mercado tem crescido com sucesso rapidamente, o suficiente para movimentar bilhões de reais desde a sua criação, em 2008 pela Groupon nos EUA e no Brasil este fenômeno chegou em 2010.
Com cara de liquidação os sites de compras chegaram para ficar e muitos hotéis já apostam nesta nova ferramenta de vendas, principalmente para combater a sazonalidade.Verificou-se que esse setor seria um dos mais beneficiados com as compras coletivas, pela vantagem das vendas acontecerem rapidamente, e os descontos são divulgados frequentemente, e assim atraindo muitos clientes impulsionados por essas ofertas tentadoras ou pelo custo-benefício de se hospedar em um hotel cinco estrelas pela metade do preço.
Muitas redes de hotéis no Brasil entraram nesta onda das compras coletivas, como a GJP Hotéis & Resorts, que recentemente fechou um contrato de exclusividade com o site Groupon, que é considerado o maior portal deste mercado no mundo. O acordo prevê, pelo menos, três ofertas nacionais por mês em destaque no site. “São mais de 11 milhões de clientes cadastrados que recebem diariamente nossa promoção nacional. Com nosso sistema de indicação de oferta via e-mail e/ou redes sociais, temos o potencial de atingir mais de 50 milhões de pessoas. Em janeiro, um em cada quatro brasileiros com acesso a internet visitou nosso site”, mensura o Coordenador regional de vendas do RS, do Groupon, Flávio Theófilo. O contrato ainda oferece à rede GJP a possibilidade de pré definir e garantir datas de divulgação das ofertas, além de trazer constante prioridade na escolha destas por regiões do Brasil. “Este acordo dará uma grande visibilidade à rede, que está em constante fase de expansão, e irá trazer para o consumidor grandes ofertas para os melhores destinos turísticos do Brasil”, completa o Gerente de Marketing e Vendas da GJP, Thomas Hartmann.
Outra rede que está investindo neste sistema de e-commerce é a Plaza Inn Hotéis que desde o começo deste ano têm projetos de vendas em sites de compras coletivas como o “Só Agora” e “Destino Barato”, e o resultado disto é que já rendeu resultados de vendas 20% maior em comparação ao mesmo período do ano passado.
A Diretora comercial do Plaza Inn Hotéis e membro do Comitê de Marketing da Allia Hotels, Tânia Galdeano, explica “Percebemos que os sites de compras coletivas poderiam amenizar a questão da sazonalidade nos nossos hotéis de lazer. Decidimos investir em um projeto piloto para medir os resultados que poderíamos obter e ficamos bastante satisfeitos. O Condomínio Week Inn é um dos nossos empreendimentos que ‘sofre’ com a questão de sazonalidade e a promoção realizada por meio desse novo canal nos trouxe ótimos resultados em meses em que historicamente não obteríamos resultados tão positivos, com um faturamento 20% maior do que o mesmo período em 2010”, comemora a executiva.
Sinal verde
Para o Diretor Comercial do Royal Palm Hotels & Resorts, César Nunes, é surpreendente o tamanho do mercado conquistado pelos clubes de compras coletivas. Para que se tenha uma ideia estima-se que em 2011 os 1800 clubes de compras ativos vão faturar em torno de R$ 1 bilhão, sendo que hotéis e viagens representará 30% deste faturamento, ou seja, R$ 300 milhões de faturamento só neste segmento, seria uma miopia desprezar estes sites. “Acredito que estes clubes de compras vieram para ficar, sendo uma tendência de crescimento um direcionamento para nichos de mercado ou produtos, como por exemplo, clube de compras para evangélicos, GLBT, regionais, especializados em Turismo, e etc. Mas, não acredito que o modelo de se vender tudo para todos se mantenha por muito tempo”, frisa Nunes.
Na opinião do Diretor comercial da rede hoteleira Othon, Tomas Ramos, compras coletivas é uma ferramenta eficiente quando utilizada principalmente para hotéis independentes e pousadas, pois este tipo de venda está crescendo e se popularizando rapidamente, pois massifica a distribuição com o benefício do marketing online dedicado em promover o produto. “Com certeza será um modelo de comercialização que irá se fortalecer pela própria cultura dos consumidores no universo online, popularizando fortemente a compra de hospedagem, pois os benefícios são o custo de marketing reduzido e distribuição com a vantagem da promoção pontual ou mesmo sazonal. Nós ainda não utilizamos esta ferramenta de marketing, pois estamos consultando os principais players de vendas coletivas para os produtos econômicos no segmento de lazer”, afirma Ramos.
Já Nunes salienta que a principal vantagem neste negócio é a grande exposição, rápida e direcionada a um determinado público, onde só existirá o custo (alto ou não) após a concretização da venda. “Acredito que o empresário pode compor uma solução para combater a sazonalidade, porém não seria um bom negócio para os hotéis direcionarem fortemente o seu inventário de apartamentos para estes clientes, pois a margem de lucro fica extremamente comprometida. Em nosso empreendimento, por exemplo, empregamos este tipo de promoção para pacotes com datas fechadas e nos nossos restaurantes, criando pacotes/benefícios que não são habitualmente comercializados pelos nossos grandes clientes, ou seja, evitando o atrito ou desconforto com aqueles que sempre estão trabalhando conosco”, alerta o executivo.
Para Ricardo Aly, Diretor de Vendas & Marketing da Bourbon Hotéis & Resorts a experiência com esta ferramenta aconteceu num teste na venda de A&B e o retorno foi razoável. Porém, em vendas de diárias a rede não pretende a utilização deste canal de compra.
Recomendações dos hoteleiros
Porém, nem tudo são flores no mundo das compras coletivas, e é fundamental que o hoteleiro tenha um bom planejamento em mente para que um excelente negócio não se transforme em um desastre de vendas. Um dos piores erros que os hoteleiros cometem é o pecado do excesso: vendem mais tíquetes de diárias do que aquilo que realmente poderiam oferecer, causando um excedente de hóspedes e tendo que cancelar a compra de alguns e devolver o dinheiro para outros, além de piorar a imagem da empresa junto a esse consumidor realizando um marketing negativo.
Diante disto, alguns profissionais da hotelaria ainda vêem este sistema de e-commerce com riscos e ressalvas. “Os hotéis, pousadas e resorts não estão sabendo utilizar este canal de distribuição ou marketing de impacto. A única vantagem que eu vejo neste tipo de ação promocional, é quando os investidores hoteleiros a utilizam em uma abertura de empreendimento a fim de estimular a utilização e divulgação da marca/produto, que é seu hotel, pousada ou resort. Em outros casos é uma ação de desespero no meu ponto de vista, porque o hotel concede 50% de desconto (mínimo) +30% de comissão, além dos 30 dias no mínimo para recebimento. Para se trabalhar a sazonalidade é preciso ter criatividade e gestão”, alerta Aly que diz que este sistema veio para ficar, porém sofrerá mudanças em breve no seu formato e no número de sites competidores.
Os cuidados, na opinião do executivo, devem passar também pelo aspecto da cadeia produtiva, afim de não criar conflitos e insatisfações para o hoteleiro. “O Revenue deve se preocupar com o Pricing e os canais de distribuição para que todos fiquem alinhados e prestigiados de alguma forma. Utilizar uma ferramenta que foca o tipo de consumidor que só compra pelo impulso de preço, poderá afastar o seu cliente fiel que o marketing tanto gasta seus esforços para mante-lo. No final você pode perder os dois tipos de clientes. Minha sugestão é que você tenha um bom site que contemple promoções e que o hotel continue prestigiando quem lhe prestigia. Cuidado ao mexer com este tipo de distribuição porque para mim, vendas coletivas na hotelaria é nitroglicerina pura. Se não tomar cuidado poderá explodir podendo causar tantos danos que podem ser irreversíveis ao seu negócio”, recomenda Aly.
Nunes, também ressalta que “todo cuidado é pouco” quando o assunto é vendas coletivas na hotelaria e disponibiliza algumas recomendações para os hoteleiros que desejam optar por este tipo de marketing promocional. “Antes de usar estes sites, temos que analisá-los sobre dois pontos: 1-Marketing: Que mensagem, ou qual o objetivo estou promovendo o meu hotel neste canal? Não podemos esquecer que todo grande desconto de preço quando exposto carrega um risco de desgaste na imagem do hotel perante aos demais players do segmento turístico (operadoras e agências de viagens) e 2-Vendas: Estou promovendo o melhor valor para o meu negócio no momento correto? As condições definidas na parceria comercial são transparentes entre as partes e para o consumidor final? A margem final (valor que fica para o hotel) é rentável? Acredito que estas são perguntas básicas e necessárias que devem ser consideradas quando se pretende trabalhar com um clube e de compras”, acrescenta Nunes.
Cuidado na hora de comprar
Em meio a tantas ofertas, é difícil resistir. No entanto, os consumidores devem ficar atentos sobre a segurança destes sites, principalmente no que se refere ao pagamento, entrega do produto, efetivação do serviço e também ao fornecimento de informações pessoais no ato do cadastro. De acordo com o advogado especialista em direito digital e segurança da informação, Guilherme Guimarães Rocha Pereira dos Santos, do escritório Jefferson Brückheimer Advocacia Empresarial, os sites de compra coletiva são boas opções para economizar em determinados produtos e serviços, mas é preciso avaliar a credibilidade do mesmo. “Nossa orientação para os consumidores é que eles sempre pesquisem sobre o site antes de comprar. Os fóruns sempre trazem boas informações de experiências de outros compradores e vale a pena correr atrás dessas informações. Além disso, todos devem verificar os termos de compra e segurança do site, para avaliar as condições de negócio, prazo de validade, procedimentos para devolução, verificar despesas com fretes, taxas adicionais, etc. Conhecer o local de venda e o produto são essenciais para uma compra bem sucedida. A regra é sempre a mesma: verifique a idoneidade dos fornecedores por meio de consulta no CNPJ no site da Receita Federal e também pesquisas junto ao Procon”, afirma o advogado.
Uma das grandes preocupações nestes sites, que ainda amedronta muitas pessoas, é em relação ao pagamento. De acordo com o advogado Guilherme, o consumidor deve verificar se o sistema de pagamento online é confiável. “É sempre importante averiguar se no endereço da página onde será digitado os dados do cartão de crédito os quais serão posteriormente transmitidos o protocolo httpS está presente. A transação bancária nestes sites é sempre online e o consumidor não está fora do perigo de ser alvo de criminosos, principalmente quando o pagamento é feito via cartão de crédito”, destaca Guilherme. Ele frisa que os fornecedores destes sites têm os mesmos deveres de qualquer um que possua um comércio físico. E os consumidores, por sua vez, também têm direitos iguais, com mais alguns benefícios. “Muitos nem sabem, mas eles podem desistir da compra em um prazo de sete dias após o recebimento do produto ou serviço, solicitando a devolução integral do valor investido. Por isso que antes de entrar para estes clubes, é importante ter orientação para saber como proceder de forma correta”, explica.
07 julho 2011
29 junho 2011
Brazil Hotels
Queridos,
Descobri que estou fazendo um negócio que chamam de coordenação editorial. Nunca imaginei, rsrsrs. Ou seja, estou apredendo a produzir um livro. Estou sumido pq não sobra tempo pra pesquisar e ler informações relevantes para postar aqui no blog.
Vai sair um belo livro BRAZIL HOTELS.
Obrigado pela paciência e se eu cruzar com algo forte, viro a noite e posto aqui pra vcs.
Abs,
Descobri que estou fazendo um negócio que chamam de coordenação editorial. Nunca imaginei, rsrsrs. Ou seja, estou apredendo a produzir um livro. Estou sumido pq não sobra tempo pra pesquisar e ler informações relevantes para postar aqui no blog.
Vai sair um belo livro BRAZIL HOTELS.
Obrigado pela paciência e se eu cruzar com algo forte, viro a noite e posto aqui pra vcs.
Abs,
27 junho 2011
Protect Your Image With Online Reputation Management
Queridos,
Bom artigo que dá uma idéia da reputação online e do uso de profissionais da comunicação para ajudar. No caso de dúvidas, me perguntem mais.
Obrigado e abs,
via Article Popular
Since there are so many aspects that you need to handle, such as working with clientele, sourcing, evaluating samples and dealing with daily business functions, do you actually have enough time to evaluate and monitor what people might be saying about your company, services and/or products? Just one complaint, if you or someone does not handle it instantly, could turn into a larger problem, and it is extremely simple for complaints to pile up about products or services. All people have to do is spread the word and show people where to go online to read the negative feedback. With so many different ways for people to network now, with blogs, web sites and so on, negative comments or complaints can be difficult to keep track of and repair. Now, if you are a company owner who does not wish for this incident to occur, you may wish to consider a professional, online reputation management plan. Protect online reputation schemes are great, but you might want to confer with an expert about the program before implementing one.
With this kind of program, you can turn any negative situation into a positive one. For instance, let us say that a client made a complaint about your customer service. Now, that is something you can repair by offering your employees some additional training, so they can handle customers in an additionally efficient manner in the future and resolve any customer’s issues right then, whether it is about a service or a product. Rather than becoming defensive about negative feedback, you can handle the problem and, at the same moment, repair your online reputation. When you avoid taking care of complaints and believe it will resolve itself (or other customers who are satisfied) will make the negatives go away, you will unfortunately find out that your beliefs are not accurate. Customers might think that you, as a business owner, do not care about what people say or how people feel about your reputation. Besides that, some people might still stumble upon the complaints later, even if they have been resolved.
Online protection is more than just a means of correction. The companies also help the business to maintain its presence online in such a way that is also consistent with the image the business wants to portray. Today, businesses find target customers who are on the internet at home and at work. In addition, many are on the net using their cellular phones. The net makes a great medium for outreach, but it can be very difficult to keep up to date on the social networks while still operating the business. Professional help can take care of this task efficiently while the owner runs the business.
Your online reputation and existence speaks volumes about you and your business. It reveals to consumers just how much you care about them, and how up-to-date you remain concerning the recent trends in your area of business. It would not be wise to allow a tiny instance to turn into a huge one simply because you believed it would handle itself. It is a good idea to learn from customers and listen to what they say, listen to how they live their lives and so on. If you remain connected with your consumers, you will be ahead of the game and help your online reputation management even more. There are diverse Internet media networks that everybody goes to; however, why should you utilize just one of them when you can use many of them, effectually, and protect online reputation all at once?
Bom artigo que dá uma idéia da reputação online e do uso de profissionais da comunicação para ajudar. No caso de dúvidas, me perguntem mais.
Obrigado e abs,
via Article Popular
Protect Your Image With Online Reputation Management
We all know how the internet is a useful tool to skyrocket your business to success. In the same way, a simple issue or negative feedback spread online could ruin your image. This is why online reputation management is something you need to consider for your brand.
Since there are so many aspects that you need to handle, such as working with clientele, sourcing, evaluating samples and dealing with daily business functions, do you actually have enough time to evaluate and monitor what people might be saying about your company, services and/or products? Just one complaint, if you or someone does not handle it instantly, could turn into a larger problem, and it is extremely simple for complaints to pile up about products or services. All people have to do is spread the word and show people where to go online to read the negative feedback. With so many different ways for people to network now, with blogs, web sites and so on, negative comments or complaints can be difficult to keep track of and repair. Now, if you are a company owner who does not wish for this incident to occur, you may wish to consider a professional, online reputation management plan. Protect online reputation schemes are great, but you might want to confer with an expert about the program before implementing one.
With this kind of program, you can turn any negative situation into a positive one. For instance, let us say that a client made a complaint about your customer service. Now, that is something you can repair by offering your employees some additional training, so they can handle customers in an additionally efficient manner in the future and resolve any customer’s issues right then, whether it is about a service or a product. Rather than becoming defensive about negative feedback, you can handle the problem and, at the same moment, repair your online reputation. When you avoid taking care of complaints and believe it will resolve itself (or other customers who are satisfied) will make the negatives go away, you will unfortunately find out that your beliefs are not accurate. Customers might think that you, as a business owner, do not care about what people say or how people feel about your reputation. Besides that, some people might still stumble upon the complaints later, even if they have been resolved.
Online protection is more than just a means of correction. The companies also help the business to maintain its presence online in such a way that is also consistent with the image the business wants to portray. Today, businesses find target customers who are on the internet at home and at work. In addition, many are on the net using their cellular phones. The net makes a great medium for outreach, but it can be very difficult to keep up to date on the social networks while still operating the business. Professional help can take care of this task efficiently while the owner runs the business.
Your online reputation and existence speaks volumes about you and your business. It reveals to consumers just how much you care about them, and how up-to-date you remain concerning the recent trends in your area of business. It would not be wise to allow a tiny instance to turn into a huge one simply because you believed it would handle itself. It is a good idea to learn from customers and listen to what they say, listen to how they live their lives and so on. If you remain connected with your consumers, you will be ahead of the game and help your online reputation management even more. There are diverse Internet media networks that everybody goes to; however, why should you utilize just one of them when you can use many of them, effectually, and protect online reputation all at once?
26 junho 2011
Luxury travel – the responsible way
IMPORTANTE LER!!!
ABS,
Via Luxury Travel Blog
Luxury travel – the responsible way
Paul Giess @ 3:37 pm
In an age, where we are encouraged more and more to ensure we travel responsibly and embrace sustainable tourism, there is often a misconception that luxury holidays can literally ‘cost the earth’. Consumption of more than a fair share of water, energy and other local resources is typically the accusation made against such holidays. This belief is even stronger where the holidays are taken in developing countries with fragile environments, such as coral reefs and rainforests, and shortage of resources, such as water. The reality is that this is often very far from the truth. In fact it can be the luxury options that in many cases minimise environmental disturbance and offer long lasting employment and training benefits to local people.
It is true that a stay in a large all-inclusive resort with a mostly Western management, imported produce and 24/7 entertainment is not providing many benefits to local communities. More so, in a water-stressed environment, flat screen HD televisions & air-conditioning in each room and a 24 hour lit & heated swimming pools, will have a serious impact on your personal carbon footprint and also the local environment. There is no avoiding this.
However luxury holidays do not have to be about travelling long distances just to use the mod cons you can access at home. Luxury can be more about exclusivity and freedom, staying in wilderness areas, enjoying the solitude, peace and tranquillity that only such unique destinations can provide.
Imagine the scene at sunset on a Serengeti evening as the wildlife lazily drifts across the vast grassy plains. You and just a couple more holidaymakers enjoy a sundowner as the burning African sun sets into the bush. No large hotels, no large crowds, no background noises other than bush sounds, no tarred roads. Your tented lodge is designed to blend into the environment perfectly and the entire site can be dismantled at any time. There are no permanent structures at all and in fact many tented lodges do move to follow the Wildebeest migrating throughout the year. Yes tented accommodation, but extremely comfortable, with proper beds & furniture, en-suite bathrooms, warm water, flush loos, and solar panels providing you with lighting for bedtime reading. Excellent and delicious food prepared by top-chefs in the middle of the Serengeti. Now that is what I would call luxury.
It is also this responsible part of the luxury travel market, who employ local people, provide proper staff training and secure employment contracts. The best wildlife, diving or cultural tours in the world can fall apart very quickly when the guide is exposed as having limited knowledge. Genuine local staff know the environment and grew up with the wildlife around them. Your experience will be all the better for it.
We should not feel guilty for spending time immersed in luxury on our holidays. Pay for quality, pay for luxury, but chose the right options. People, who work with the local communities, who are sensitive to their culture & traditions and people who will give back to that community. People who will also take care of the environment. Only then can you relax in the knowledge that your hard earned tourist pounds, euros or dollars are putting something back into the locations you love to stay in.
To help you make the right choice, we will shortly present a series of the Top 3 Luxury & Green Lodges in a range of Southern and Eastern African destinations. The choice is quite overwhelming, but we stick to our principles and only pick those that fit the follow criteria:
Sustainability – environment, economics and culture
Owner managed or with strong owner involvement
Small (less than 20 rooms)
Unique location and exclusivity
Top quality food
Responsible travel awards & accreditations received
Paul Geiss is a Director at BAOBAB Travel Ltd.
ABS,
Via Luxury Travel Blog
Luxury travel – the responsible way
Paul Giess @ 3:37 pm
In an age, where we are encouraged more and more to ensure we travel responsibly and embrace sustainable tourism, there is often a misconception that luxury holidays can literally ‘cost the earth’. Consumption of more than a fair share of water, energy and other local resources is typically the accusation made against such holidays. This belief is even stronger where the holidays are taken in developing countries with fragile environments, such as coral reefs and rainforests, and shortage of resources, such as water. The reality is that this is often very far from the truth. In fact it can be the luxury options that in many cases minimise environmental disturbance and offer long lasting employment and training benefits to local people.
It is true that a stay in a large all-inclusive resort with a mostly Western management, imported produce and 24/7 entertainment is not providing many benefits to local communities. More so, in a water-stressed environment, flat screen HD televisions & air-conditioning in each room and a 24 hour lit & heated swimming pools, will have a serious impact on your personal carbon footprint and also the local environment. There is no avoiding this.
However luxury holidays do not have to be about travelling long distances just to use the mod cons you can access at home. Luxury can be more about exclusivity and freedom, staying in wilderness areas, enjoying the solitude, peace and tranquillity that only such unique destinations can provide.
Imagine the scene at sunset on a Serengeti evening as the wildlife lazily drifts across the vast grassy plains. You and just a couple more holidaymakers enjoy a sundowner as the burning African sun sets into the bush. No large hotels, no large crowds, no background noises other than bush sounds, no tarred roads. Your tented lodge is designed to blend into the environment perfectly and the entire site can be dismantled at any time. There are no permanent structures at all and in fact many tented lodges do move to follow the Wildebeest migrating throughout the year. Yes tented accommodation, but extremely comfortable, with proper beds & furniture, en-suite bathrooms, warm water, flush loos, and solar panels providing you with lighting for bedtime reading. Excellent and delicious food prepared by top-chefs in the middle of the Serengeti. Now that is what I would call luxury.
It is also this responsible part of the luxury travel market, who employ local people, provide proper staff training and secure employment contracts. The best wildlife, diving or cultural tours in the world can fall apart very quickly when the guide is exposed as having limited knowledge. Genuine local staff know the environment and grew up with the wildlife around them. Your experience will be all the better for it.
We should not feel guilty for spending time immersed in luxury on our holidays. Pay for quality, pay for luxury, but chose the right options. People, who work with the local communities, who are sensitive to their culture & traditions and people who will give back to that community. People who will also take care of the environment. Only then can you relax in the knowledge that your hard earned tourist pounds, euros or dollars are putting something back into the locations you love to stay in.
To help you make the right choice, we will shortly present a series of the Top 3 Luxury & Green Lodges in a range of Southern and Eastern African destinations. The choice is quite overwhelming, but we stick to our principles and only pick those that fit the follow criteria:
Sustainability – environment, economics and culture
Owner managed or with strong owner involvement
Small (less than 20 rooms)
Unique location and exclusivity
Top quality food
Responsible travel awards & accreditations received
Paul Geiss is a Director at BAOBAB Travel Ltd.
Three-Quarters of Hotels Are Using Social Media (Here Is How You Can Stand Out)
Tenho observado. Hotelaria e Social Media. Inevitável!!!
via ReviewPro
A recent TravelClick survey reported on HotelMarketing.com that one quarter of hotels are not using social media. Considering how low the barrier to entry is for participating on the social web, it is a remarkable finding – and should remind us how the industry still has a lot of room to grow in this area.
But this finding also means that 3 out of every 4 hotels are using social media. This represents huge progress over the past couple years, when many hotels where skeptical or just planning their first experiments with social networking.
This raises an interesting question: As social media becomes a standard channel for communications in the hotel industry, how can you stand out from your competitors? Simply setting up a profile on Twitter, Facebook or a review website is probably not enough.
via ReviewPro
Three-Quarters of Hotels Are Using Social Media (Here Is How You Can Stand Out)
A recent TravelClick survey reported on HotelMarketing.com that one quarter of hotels are not using social media. Considering how low the barrier to entry is for participating on the social web, it is a remarkable finding – and should remind us how the industry still has a lot of room to grow in this area.
But this finding also means that 3 out of every 4 hotels are using social media. This represents huge progress over the past couple years, when many hotels where skeptical or just planning their first experiments with social networking.
This raises an interesting question: As social media becomes a standard channel for communications in the hotel industry, how can you stand out from your competitors? Simply setting up a profile on Twitter, Facebook or a review website is probably not enough.
- Do you have a listening tool in place that acts as a 24/7 mystery shopper and allows you to quickly respond to items that come up on the social web?
- Do you have social media reporting systems in place to give managers for each department insights they can act on?
- Do you have workflow systems in place to involve key people within your organization in responding to guests and potential customers?
- Do you use online reputation indexes to benchmark improvements in quality – both internally and against competitors?
- Are you using semantic analysis to understand guest sentiment and optimize your marketing and advertising?
- Are you using guest feedback in your website to provide social proof and increase direct bookings?
- Do you have saved searches setup to identify opportunities to introduce people to your hotel and provide service?
- Are you leveraging reputation and social media analytics to identify opportunities to maximize distribution and revenue?
40% more visitors check out $6 Billion Hotel Show
Queridos,
Parece que o mercado tá esquentando,
abs
Via 4hoteliers 4Hoteliers
40% more visitors check out $6 Billion Hotel Show.
Sunday, 26th June 2011
Source : Dubai Department of Tourism and Commerce Marketing
The Hotel Show 2011, which took place at the Dubai World Trade Centre on 17-19 May, has just released its key performance indicators which reveal a significant 40% increase in visitor numbers year-on-year.
The attendance figures which are to be audited by US-based BPA Worldwide reflect the buoyant industry mood throughout the region. The total number of visitors was in excess of 14,800 compared with 10,500 in 2010 an increase of 4,300 or 40%.
“More importantly, 38% of visitors were looking for new suppliers this year and more than 28% of those surveyed placed orders in excess of one million dollars,” said Frederique Maurell, Exhibition Director, The Hotel Show.
Industry analysts estimate $6 billion worth of hotel-related projects mainly in Saudi Arabia, Qatar and the UAE are due for completion within the next two years, in a concerted effort to diversify their economies away from hydrocarbon receipts.
“This is the perfect platform to talk to professionals from the area who are too busy to travel to Europe. It’s a good place to come and source materials for Middle East projects,” said Roberto Garcia, Sales Area Manager, Andreu World from Spain.
Companies representing 420 brands from more than 45 countries occupied 20,000 square metres of exhibition space, covering operating equipment and supplies, interiors and design, outdoor and resort experience and security and technology.
The inaugural HITT 2011 ran alongside the exhibition attracting over 100 delegates. HITT’s primary focus was innovation and trends in technology. Expert speakers included, Guido de Wilde, VP & Regional Director, Starwood Hotels & Resorts; Michael Scully, MD Hospitality, Seven Tides; Marc Dardenne, CEO, Emaar Hospitality, plus representatives from the Government of Dubai’s Department of Tourism and Commerce Marketing.
Parece que o mercado tá esquentando,
abs
Via 4hoteliers 4Hoteliers
40% more visitors check out $6 Billion Hotel Show.
Sunday, 26th June 2011
Source : Dubai Department of Tourism and Commerce Marketing
The Hotel Show 2011, which took place at the Dubai World Trade Centre on 17-19 May, has just released its key performance indicators which reveal a significant 40% increase in visitor numbers year-on-year.
The attendance figures which are to be audited by US-based BPA Worldwide reflect the buoyant industry mood throughout the region. The total number of visitors was in excess of 14,800 compared with 10,500 in 2010 an increase of 4,300 or 40%.
“More importantly, 38% of visitors were looking for new suppliers this year and more than 28% of those surveyed placed orders in excess of one million dollars,” said Frederique Maurell, Exhibition Director, The Hotel Show.
Industry analysts estimate $6 billion worth of hotel-related projects mainly in Saudi Arabia, Qatar and the UAE are due for completion within the next two years, in a concerted effort to diversify their economies away from hydrocarbon receipts.
“This is the perfect platform to talk to professionals from the area who are too busy to travel to Europe. It’s a good place to come and source materials for Middle East projects,” said Roberto Garcia, Sales Area Manager, Andreu World from Spain.
Companies representing 420 brands from more than 45 countries occupied 20,000 square metres of exhibition space, covering operating equipment and supplies, interiors and design, outdoor and resort experience and security and technology.
The inaugural HITT 2011 ran alongside the exhibition attracting over 100 delegates. HITT’s primary focus was innovation and trends in technology. Expert speakers included, Guido de Wilde, VP & Regional Director, Starwood Hotels & Resorts; Michael Scully, MD Hospitality, Seven Tides; Marc Dardenne, CEO, Emaar Hospitality, plus representatives from the Government of Dubai’s Department of Tourism and Commerce Marketing.
25 junho 2011
The First Step of Service: Be Eager to Serve
Queridos, dicas de serviço na hotelaria. Será que prestam? Abs,
via Hotel and Jobs
The First Step of Service: Be Eager to Serve
Have you ever walked into a hotel or restaurant and left before you were served? That scenario has happened to me multiple times. On past occasions, I left because the staff showed no sense of urgency to be of service. Please note that the business(s) had the product or service I wanted, but I left because there was an obvious sense of apathy among the staff. Yes, your customers can feel the apathy; especially if the majority of the staff look like they would much rather be anywhere else besides work.
Example 1:
I was at a hotel and getting ready to check out. I had two bags with me and while approaching the front desk, I saw the front desk agent and the bellman casually talking. I could tell it was a casual conversation based on their postures. The agent was slouched over the desk, the bellman was leaning on the desk with one elbow, and his feet were crossed. I know that co-workers are often times good friends so casual conversations amongst the staff are to be expected. However, if a customer approaches, PLEASE stop the chit-chat, assume a professional posture, give eye-contact, smile, and welcome the customers as though you have been waiting just for them all day. So as I approached the desk, the front desk agent and bellman continued to chat. Even when I actually got to the desk and looking both of them in their eyes, there was still no change. I (the guest) had to be the one to say “Good Morning”. [Note: If your customer has to acknowledge you first, then you have failed.] Being eager to serve shows that you hardly can wait to serve your customers, and it shows in your eye contact, tone of voice, and overall body language.
Example 2:
The phenomena of the customer being the first one to give a greeting is more common than you may think. On a trip to the shopping mall, I decided to keep track of how many times I said “hello” or “good afternoon” before the store attendant did. Each time, I waited until the attendant saw me, then waited at least 25 seconds while I was directly in front of the attendant. In other words, I gave ample opportunity for the attendants to greet me first. On three different occasions within a 30-minute span, I was the one who had to say hello first in order for someone to acknowledge that I was in their store and needed assistance. Not good.
Example 3:
On a trip to Texas, I was on my way to pick up my rental car at the Austin International Airport. As I was walking to the Enterprise Rent-A-Car parking lot, I noticed one of the employees walking towards my direction. I thought he was going to the airport terminal where I just came from. As it turns out, he was actually walking towards me to greet me! He met me halfway between where I was and the rental car booth. That rental car agent was eager to serve.
Many people believe that the greeting is the first step of service, when in fact, being eager to serve happens before the greeting. Being eager to serve means that you are constantly looking for ways to engage your customers. Many of you reading this have heard of the 10 feet / 4 feet rule (or 3 meters / 1.2 meters). Basically, if a customer is within 10 feet of you, give eye contact, smile…(at the very least, acknowledge that the customer is alive!). If you are within 4 feet, then you initiate dialogue, offer assistance, etc. So if you are in an elevator and a customer comes into the same elevator, you are automatically within the 4-feet rule. This means, you are not allowed to look down at the floor or look at the elevator numbers passing by, hoping that your floor comes soon (so you won’t have to speak). I have seen that transpire many times also.
The purpose of being eager to serve is to show your customers that there is nothing more important, at that moment, than serving them. Your actions should say, I am at your service. So, instead of walking out of a business because of the apathetic staff, the eagerness of the team should pique your interest and have you wondering, “WOW, I can’t wait to experience the rest of the service”. If your goal is to create an exceptional experience for your customers, then you must be attentive…be hospitable…be memorable, and above all, be eager to serve.
Recommended Action Steps:
With input from your team and customers, develop standards that clearly articulates your expectations on “being eager to serve”. For example:
We will answer the phone within three rings and a smile
If someone is within 4 feet (1.2 meters), we will proactively approach the customer and offer assistance
Reply to emails by the end of the business day
Greet others with a smile, whether in a person or on the phone
Give all customers 100% of your time and focus when serving them.
Develop a metric for every standard. For example:
We will answer the phone…(metric: question on customer survey)
If someone is within 4 feet…(metric: random weekly observations per employee)
Regularly audit the standard to ensure that it is happening as planned. Remember, inspect what you expect and give your team feedback.
Ask a randomly selected group of loyal customers to inspect the standard and give you feedback. Of course, you should relay that feedback to your team as soon as possible.
Source: ehotelier.com
Bernice
via Hotel and Jobs
The First Step of Service: Be Eager to Serve
Have you ever walked into a hotel or restaurant and left before you were served? That scenario has happened to me multiple times. On past occasions, I left because the staff showed no sense of urgency to be of service. Please note that the business(s) had the product or service I wanted, but I left because there was an obvious sense of apathy among the staff. Yes, your customers can feel the apathy; especially if the majority of the staff look like they would much rather be anywhere else besides work.
Example 1:
I was at a hotel and getting ready to check out. I had two bags with me and while approaching the front desk, I saw the front desk agent and the bellman casually talking. I could tell it was a casual conversation based on their postures. The agent was slouched over the desk, the bellman was leaning on the desk with one elbow, and his feet were crossed. I know that co-workers are often times good friends so casual conversations amongst the staff are to be expected. However, if a customer approaches, PLEASE stop the chit-chat, assume a professional posture, give eye-contact, smile, and welcome the customers as though you have been waiting just for them all day. So as I approached the desk, the front desk agent and bellman continued to chat. Even when I actually got to the desk and looking both of them in their eyes, there was still no change. I (the guest) had to be the one to say “Good Morning”. [Note: If your customer has to acknowledge you first, then you have failed.] Being eager to serve shows that you hardly can wait to serve your customers, and it shows in your eye contact, tone of voice, and overall body language.
Example 2:
The phenomena of the customer being the first one to give a greeting is more common than you may think. On a trip to the shopping mall, I decided to keep track of how many times I said “hello” or “good afternoon” before the store attendant did. Each time, I waited until the attendant saw me, then waited at least 25 seconds while I was directly in front of the attendant. In other words, I gave ample opportunity for the attendants to greet me first. On three different occasions within a 30-minute span, I was the one who had to say hello first in order for someone to acknowledge that I was in their store and needed assistance. Not good.
Example 3:
On a trip to Texas, I was on my way to pick up my rental car at the Austin International Airport. As I was walking to the Enterprise Rent-A-Car parking lot, I noticed one of the employees walking towards my direction. I thought he was going to the airport terminal where I just came from. As it turns out, he was actually walking towards me to greet me! He met me halfway between where I was and the rental car booth. That rental car agent was eager to serve.
Many people believe that the greeting is the first step of service, when in fact, being eager to serve happens before the greeting. Being eager to serve means that you are constantly looking for ways to engage your customers. Many of you reading this have heard of the 10 feet / 4 feet rule (or 3 meters / 1.2 meters). Basically, if a customer is within 10 feet of you, give eye contact, smile…(at the very least, acknowledge that the customer is alive!). If you are within 4 feet, then you initiate dialogue, offer assistance, etc. So if you are in an elevator and a customer comes into the same elevator, you are automatically within the 4-feet rule. This means, you are not allowed to look down at the floor or look at the elevator numbers passing by, hoping that your floor comes soon (so you won’t have to speak). I have seen that transpire many times also.
The purpose of being eager to serve is to show your customers that there is nothing more important, at that moment, than serving them. Your actions should say, I am at your service. So, instead of walking out of a business because of the apathetic staff, the eagerness of the team should pique your interest and have you wondering, “WOW, I can’t wait to experience the rest of the service”. If your goal is to create an exceptional experience for your customers, then you must be attentive…be hospitable…be memorable, and above all, be eager to serve.
Recommended Action Steps:
With input from your team and customers, develop standards that clearly articulates your expectations on “being eager to serve”. For example:
We will answer the phone within three rings and a smile
If someone is within 4 feet (1.2 meters), we will proactively approach the customer and offer assistance
Reply to emails by the end of the business day
Greet others with a smile, whether in a person or on the phone
Give all customers 100% of your time and focus when serving them.
Develop a metric for every standard. For example:
We will answer the phone…(metric: question on customer survey)
If someone is within 4 feet…(metric: random weekly observations per employee)
Regularly audit the standard to ensure that it is happening as planned. Remember, inspect what you expect and give your team feedback.
Ask a randomly selected group of loyal customers to inspect the standard and give you feedback. Of course, you should relay that feedback to your team as soon as possible.
Source: ehotelier.com
Bernice
24 junho 2011
IHG launches individual iPhone apps for each of its brands
Tenho postado coisas referentes às "applications" APPs porque algumas têm me impressionado, pelas suas abrangências e versatilidades.
Abs
via Hotels Magazine
IHG launches individual iPhone apps for each of its brands
ATLANTA Although it previously worried that doing so would confuse the marketplace, IHG has changed course and has now issued individualized mobile booking apps for each of its seven brands.
Michael Menis, vice president of web and interactive marketing for IHG, told HOTELS back in February that the company had shied away from brand- or property-specific apps, worried that doing so would confuse or dilute the marketplace. Instead, IHG issued only two mobile apps—one centered around its IHG Priority Club Rewards loyalty program, the other an InterContinental Hotels & Resorts-branded mobile concierge app for Apple’s iPad.
Now, IHG has launched additional apps branded for Hotel Indigo, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels and Resorts, Holiday Inn Express, Staybridge Suites and Candlewood Suites. These new apps, which are live for Apple’s iPhone, include hotel search and booking functionality and the ability to view or cancel reservations.
Since early last year, IHG has seen a nearly 1,000% increase in room night bookings from mobile devices. In the first five months of 2011, IHG has already surpassed its 2010 total number of room night bookings from mobile devices.
Most guests, 65%, who book through a mobile device are staying at IHG hotels the same night or within one day. To cater to these guests, the new apps include location-aware capabilities to assist guests in booking hotels close to their location and navigating to the property. Other functionality includes mapping, promotional offers and Priority Club profile management.
"We are continuing to build on our mobile strategy by making our brands more accessible to today's travelers who seek solutions that assist them through every step of the travel planning process," Menis says. "Our initial iPhone efforts were targeted at our Priority Club Rewards program, currently totaling 58 million members, and because our seven brands are at the heart of our business, we are building off that initial success by expanding our iPhone solutions to include apps for each of our seven brands."
Abs
via Hotels Magazine
IHG launches individual iPhone apps for each of its brands
ATLANTA Although it previously worried that doing so would confuse the marketplace, IHG has changed course and has now issued individualized mobile booking apps for each of its seven brands.
Michael Menis, vice president of web and interactive marketing for IHG, told HOTELS back in February that the company had shied away from brand- or property-specific apps, worried that doing so would confuse or dilute the marketplace. Instead, IHG issued only two mobile apps—one centered around its IHG Priority Club Rewards loyalty program, the other an InterContinental Hotels & Resorts-branded mobile concierge app for Apple’s iPad.
Now, IHG has launched additional apps branded for Hotel Indigo, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels and Resorts, Holiday Inn Express, Staybridge Suites and Candlewood Suites. These new apps, which are live for Apple’s iPhone, include hotel search and booking functionality and the ability to view or cancel reservations.
Since early last year, IHG has seen a nearly 1,000% increase in room night bookings from mobile devices. In the first five months of 2011, IHG has already surpassed its 2010 total number of room night bookings from mobile devices.
Most guests, 65%, who book through a mobile device are staying at IHG hotels the same night or within one day. To cater to these guests, the new apps include location-aware capabilities to assist guests in booking hotels close to their location and navigating to the property. Other functionality includes mapping, promotional offers and Priority Club profile management.
"We are continuing to build on our mobile strategy by making our brands more accessible to today's travelers who seek solutions that assist them through every step of the travel planning process," Menis says. "Our initial iPhone efforts were targeted at our Priority Club Rewards program, currently totaling 58 million members, and because our seven brands are at the heart of our business, we are building off that initial success by expanding our iPhone solutions to include apps for each of our seven brands."
BRAZIL HOTELS
Bom dia queridos,
Ontem, o contrato com a editora foi assinado.
Foi dado mais um passo para a publicação do meu livro "BRAZIL HOTELS". Primeiro livro, :) :) .
O design do livro está aprovado e faltam só alguns detalhes técnicos.
Tenho contado com a ajuda dos hotéis e dos profissionais envolvidos. OBRIGADO A TODOS!!!
Acredito que o livro será lançado em Setembro ou Outubro.
Obrigado pela atenção e força de todos.
Abs,
Felipe Candiota
Ontem, o contrato com a editora foi assinado.
Foi dado mais um passo para a publicação do meu livro "BRAZIL HOTELS". Primeiro livro, :) :) .
O design do livro está aprovado e faltam só alguns detalhes técnicos.
Tenho contado com a ajuda dos hotéis e dos profissionais envolvidos. OBRIGADO A TODOS!!!
Acredito que o livro será lançado em Setembro ou Outubro.
Obrigado pela atenção e força de todos.
Abs,
Felipe Candiota
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