Forecast: US Mobile Travel Sales to Grow 60%

As mobile technology becomes more integrated into our daily lives it’s beginning to take over many basic functions of your websites.  More consumers than ever are booking their travel accommodations via a mobile device.  According to eMarketer, US mobile travel sales on both tablets and smartphones totaled $16.36 billion in 2013 and will increase another 59.8% this year to reach $26.14 billion.

The growth of mobile sales is causing travel companies and hotels to develop better and more easily navigated mobile websites to ensure simplicity on the customers end.  Assuming the progression of mobile continues, eMarketer has forecasted that by 2018 mobile will be responsible for 37% of all digital travel sales while sales via desktops and laptops will continue to decrease year over year.  As tablets replace desktop and laptop computers in homes, consumers are becoming more likely to book larger transactions and longer trips on their tablets as opposed to PCs.

Make sure your company has an updated and compatible mobile website.  This can make the difference between successful and unsuccessful hotel brands in the upcoming decade.  For more information including the full article, please visit, http://www.emarketer.com/Article.aspx?R=1010828.

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Opportunities for Growth: Upselling at the Front Desk

With online travel companies doing so much of the work for booking rooms, there’s little to no opportunity to upsell to your customers.  More often than not, a customer will shop for accommodations online and be presented with one single rate; the lowest rate available.  The one place they are still required to interact with the hotel and its employees is at the front desk.  This is your opportunity to upsell to your guests.  There are several reasons why this may prove to be your best chance to upsell:

-Guests may not be aware of upgraded options as they often book through a third party and only research lowest possible costs

-Travel agents and online travel companies don’t usually make an effort to display the value of upgraded options or even mention them at all

-The guest’s needs may have changed since they originally booked their accommodations

-People love impulse purchases.  Some recent good news is enough for someone to feel like treating themselves to a nicer room, better view or upgraded amenities.

Another big advantage to upselling at the front desk is utilizing your knowledgeable staff who knows the exact inventory of the hotel that day.  Assuming you have more than one type of accommodation, you can inform your guests of several potential opportunities for upselling your property.  Here are a few examples of these opportunities:

-Special room types, such as junior or one bedroom suites

-Rooms or suites with special features such as whirlpool baths and kitchens

-Preferred views or hotel locations

-Packages that include additional amenities, services or activities

-Adding on a second room at registration for a significantly reduced rate (such as offering the family of four a second room at 30% off)

“Successful upselling programs have three components: a rate structure that makes upgrades a reasonable value, a staff training experience to expose them to the various techniques and tactics, and a recognition and incentive program.”  For more information on upselling at the front desk and training your employees, click the following link to see the full article written by Doug Kennedy of the Kennedy Training Network.

http://www.htrends.com/trends-detail-sid-75469.html

10 Industry Trends to Watch in 2014

10 Industry Trends to Watch in 2014

1. Millenials.  The time has come; younger generations are growing up and they’re starting to spend that newly found disposable income.  Millenials are approaching their peak earning, spending and travel years and many organizations in the travel industry are taking advantage of a big opportunity.  Getting ahold of these folks young can create a life-long customer that touts their entire life to a network of thousands of people on their multiple social media accounts.  You don’t want to miss the wagon on this one.
2. Speed and Precision.  Younger generations have set a new standard of expectation when it comes to fast and easy booking, checking in and sufficient Wi-Fi speeds wherever they are traveling.  Older generations have taken a liking to this idea and have also begun making all of their travel plans through a digital medium.
3. WOW Customer Service.  This isn’t necessarily a trend of 2014, but rather an ongoing trend year-after-year in the hospitality industry.  Providing your guest with remarkable service is the only sure way to create repeat business.  Give them a unique experience and not only will you create repeat business but they’ll also tell their entire social media network about how your business managed to truly WOW them.
4. Leadership.  Put your money where your mouth is.  If you want your employees to act a certain way, treat guests in a way that forms a connection and be outstanding employees; lead by example.  Instill the ideals you would like to see in your organization and then show them how it’s done.  Be the change that you would like to see in your organization and others will begin to follow.
5. Expect More International Visitors.  “China is preparing to send about 100 million leisure tourists into the international market every year.”  Based off of previous numbers, that means an additional 10 million visitors to the US from China alone.
6. Social Media and Mobile will be Inseparable.  Mobile has allowed users to live in real time by updating their networks on their activities and happenings as they occur.  Millenials and Baby-Boomers alike will Tweet, post and Instagram everything they consider worth sharing; so give them something to share!
7. Content Marketing will Replace Traditional Advertising.  Advertising has come to overrun our lives and because of it, people have adapted an ability to drown out traditional advertising.  Social media, blogs and other digital content have become the new form of advertising.  “Simply put, you need to create and share content while engaging people if you want to be recognized moving forward.”
8. Renewed Focus on Property Websites.  Considering the amount of people who research and book their accommodations online, this should be obvious.  This is an opportunity to offer special rates if customers choose to book online through your property’s website without the burden of OTC taxes.
9. Review Site Tactics.  “TripAdvisor has become the world’s most popular travel website with 34 million unique users each month.”  Companies like Yelp and Google have also cashed in on this growing network of customer reviews.  Use this as an opportunity to field good and bad reviews from various customers.  Often times a customer will delete their negative review if the property engages with their comments and attempts to make the situation right.  Prospective customers will also use these reviews to make their lodging selections so it’s important to be active!
10. Reputation Management.  This goes hand-in-hand with number 9.  With the thousands of reviews and millions of people reading them, it’s crucial to be actively engaged in both positive and negative reviews.  A strong or weak reputation will be shared with the world on social media and search engines whether you like it or not.  It’s your duty to manage them.

What else do you think is a strong trend to watch for in 2014?  Technology is changing the way the hospitality industry operates and it’s essential to keep up with these trends if you want to remain successful.

Source: http://www.hospitalitynet.org/news/4063217.html