Happy Staff, Happy Guest

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Your staff are the front line of interaction with customers, so it’s no surprise that customers have a better experience when your staff are happy. This article dives into a few studies and experiments that reinforce this idea. According to the article, “creating an emotional connection appears to be key to build customers’ loyalty, and employees play the most powerful role in building this emotional connection.” This links to the idea of “emotional contagion”,  in which a guest will mirror the emotion that the staff displays. Happy customers help with positive word-of-mouth, which leads to more bookings. Read A happy employee will make a happy customer on eHotelier.

Airbnb: Tools for Property Managers

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Airbnb announced new tools to make it easier for vacation rental property managers to oversee multiple properties. For example, it will allow managers to set pricing and availability rules and a unified calendar. The new tools will also integrate with many of the property management systems already being used by vacation rental managers. Read Airbnb Debuts New Tools for a Bigger Cut of the $138 Billion Vacation Rental Industry on Skift.

 

Snapchat’s New Context Cards Offer Potential Business

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Snapchat recently released a feature called “Context Cards”, which allow users to swipe up on a snap to reveal more information about the location it was taken. From here, users can see maps, make a booking, or contact local businesses, all within a few taps. This feature could allow businesses to connect more with potential customers, and assist existing customers in spreading the word. As of now, Snap doesn’t allow businesses to pay for messages or content, but the future may include commissions for bookings and fees for ad placement. Read Snap’s New Feature for Hotels and Destinations Shows the Promise of Visual Search on Skift.

How to Make the Most of Tourism Australia’s Youth Campaign

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Tourism Australia has taken a huge focus on the youth segment of travelers. Their latest campaign “There’s Nothing Like Australia” has been marketed to potential young travelers across many countries. Read through the following information to see how your Australian business can be involved and make the most of their campaign.

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Revenue Maximizing Tips

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  • Use the technology and data resources provided by the OTAs. You’re probably using their site anyway, and the can provide decent daily rate advice.
  • Diversify your distribution channels, try new booking platforms that are popular in specific markets and countries.
  • Increase your own direct bookings by making your site mobile optimized, since 30% of bookings are completed using a mobile device. Also, encourage more guest reviews by sending feedback forms and respond to all reviews.

Read The ABC guide to maximising revenue

Airbnb Hotels of the Future?

Airbnb announced plans for a hotel-like concept in Florida, in which residents can offer their units on Airbnb for up to 180 days out of the year. The lobby of the building will have front desk staff to check in guests, keyless door entry, and linens and cleaning services. The common areas are shared between guests and residents. Read Airbnb experiments with hotel-like concept outside Orlando on Skift.

Google Introduces New Earbuds

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We’re not sure if we’d wear these just yet, but they’re definitely a step in an exciting direction where language would no longer prevent communication. These earbuds allow the user to hear how to say something in a selected target language. As excited as we are, there’s something to be said for the wonderfully disorienting feeling of wandering a new country where you don’t understand a word people are saying. Might be a trade off. Read Google’s new earbuds with real time translation have huge implications for travel on Skift.

Model, Mentor, and Measure

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In order to have good staff, it’s important for management to model the behaviors they want their staff to engage in. For example, getting to know your staff on a personal level will encourage them to care about their guests’ lives. Be involved on all levels and “manage by wandering around” to have a pulse on how your employees are doing and how satisfied your guests are. Be sure to recognize and reward excellent staff behaviors. Read Model mentor and measure – How to inspire employees on Hotel News Now.