This week I wanted to take a moment to tell you about the learning process from our visitor feedback. Like most everyone, at times we can’t see the forest from the trees and it is the people that pay our way, the customers, that lead us out of the jungle – if we let them.
Recently we received email from one of our readers who is employed as a concierge in the Boston area. His concern was that his profession was not well represented at Hotel Resource.
Thinking about it, perception is reality and he must be right. While we have a concierge manual in the bookstore, concierge links in the directory and I have written a feature article on concierges on our sister site Hotel Insider, we didn’t do a good job in creating the right perception.
Obviously, we need to do something about it, if we want to service our visitors. We have asked this reader for ideas on improving the representation of his community on our site and we’ll do some internal brainstorming. As a matter of fact, this may lead to new opportunities for us on Hotel Resource and potentially some new projects.
We won’t know for a while if we are successful in changing the reader’s perception, but we certainly will try and we look forward to receiving your comments and suggestions also.
In hospitality Thomas
