When we think about Airbnb, its easy to see how theyve become such an incredible success story. For dreamers and movers alike, Airbnb has continually excelled not in selling physical accommodation, but selling a destination. Over the years, I have had the pleasure of visiting a number of the worlds most beautiful destinations, to meet with and stay at some truly incredible hotels. As a traveller, however, I know my first destination was not, in fact, at any of those places.
As a hotel reservations consultant and sales trainer, Im often asked for my perspective on the current trends regarding the number of inquiry reservations call received vs. previous years. Many hotel marketers seem to think this is a simple question and I suppose that on one level it should be. It certainly is possible to just ask a large sample of hoteliers for their number of calls received YTD vs. previous YTD and then average the percentage of change either way.
Chip Heath explains how companies can do more to create defining moments for their employees and customers.
As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Although I have clients across all segments of lodging, many of my clients are in the ultra-luxury five star or five diamond categories. Once thing I have learned is that the level of authentic and genuine hospitality, which travelers treasure the most, has little to do with the number of stars or diamonds hanging on a plaque behind the front desk. In fact, Ive experienced some of the most memorable service encounters at economy lodging properties, whereas I find that hospitality too often falls short at ultra-luxury properties and instead feels scripted and robotic.