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A culture of trust and how to create it

Posted on December 6, 2017 at 2:40 PM Comments comments (28)

By Lizz Chambers|December 6th, 2017|

Are you the person in your organization who seems to inspire trust? Are you known as the empathetic and trustworthy person who associates come to with workplace issues that may be sensitive in nature? Do you pride yourself on keeping a confidence while facilitating corporate change?

Usually, your associates will come begging confidentiality and they’ll need to know that that is exactly what they will receive, so long as it doesn...

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The future of casual dining: what to expect

Posted on November 23, 2017 at 5:25 PM Comments comments (0)

Targeting future audiences is a longstanding marketing strategy, and that’s exactly what the casual dining restaurant industry is doing in a current effort to survive. Cracker Barrel’s Holler and Dash, is a new chain with a fast-casual concept built around fresh-baked biscuits. With bare-brick walls and concrete floors, H&D is targeting a younger demographic than its parent chain.

This is part of an industry-wide shift by outdated restaurant chains to reinvent themselves...

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8 Things Exceptional Bosses Constantly Tell Their Employees

Posted on January 17, 2017 at 4:35 PM Comments comments (0)

Leadership always starts with great communication, so amazing bosses use these phrases daily.

By Elle Kaplan

CEO, Lexion Capital Management@ellekaplan

 

Whether you're managing an intern or running an entire business, your employees' success (and your own skin) depends on your leadership.

 

Thankfully, the solution for motivating your team and squashing any issues is right at the tip of your tongue. It all starts with communication -- the skill e...

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The legions of hotel mystery shoppers around the world are just that: a mystery. And, they'd like to keep it that way, thank you.

Posted on July 14, 2016 at 9:00 PM Comments comments (1)

Try finding a hotel mystery shopper willing to dish on one of their stays. Ask them to reveal the dirt on the unkempt suite, the coquette of a concierge, or the wilted flower that sullied the room service tray. You can’t. According to the Mystery Shopping Providers Association (MSPA) there are some 30,000 of them in the U.S., hired by luxury hotel brands to check-in anonymously and ...

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Why travel agents still matter

Posted on June 30, 2016 at 5:00 PM Comments comments (0)

I often get questions from my circle of friends and relatives about where to find travel deals or which website or mobile app to choose to get insider tips or travel off the beaten path. I guess it makes sense, considering I have always worked in the travel industry and I specialize on the travel and hospitality marketing side of things. Yet, many of my friends seem surprised, perhaps even shocked...

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Does page two in Google even exist?

Posted on May 25, 2016 at 10:00 PM Comments comments (0)

“Second place is the first loser.” –Dale Earnhardt, American Racing Legend (1951-2001)

We all admire Google. Alphabet, its newfangled parent company, trades places with Apple as the world’s most valuable corporation, with a market value that exceeds half a trillion dollars. Google has its paws into literally everything.

 

While much is made of their self-driving car, Google Glass and other audacious new devices or app...

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Norfolk Island - World of Wonderlust

Posted on May 24, 2016 at 8:45 AM Comments comments (0)

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Hotels promoting direct bookings: It's about time!

Posted on May 16, 2016 at 9:50 PM Comments comments (0)

 

When it comes to hotel marketing, there is never a dull moment, in particular when it relates to online distribution. For the past decade, it’s been an ongoing tug-of-war between hoteliers and online travel agencies, better known as OTAs, such as Expedia, Booking, Orbitz or Travelocity, not to mention Google, TripAdvisor or even Amazon (for a brief moment, in 2015). And I won’t even mention that whole other debate about the sharing space, with HomeAway, Airbnb, One...

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The strength in soft brands: Interview with Filip Boyen, CEO of Small Luxury Hotels of the World

Posted on April 27, 2016 at 4:40 PM Comments comments (0)

Soft branding is a popular trend these days, showing no signs of slowing down at all in the face of billion-dollar mergers and acquisitions.

Unquestionably, soft brands fill a specific demand within the traveler mindset – those who desire an independent property to add an extra layer of exclusivity to their trips while also expecting certain standards to be upheld. It’s a fascinating space and one that has yet to reach full maturity or capacity.

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Wellness tourists spend more

Posted on March 31, 2016 at 3:45 PM Comments comments (0)

With popular culture focusing more and more on preventive health and fitness lifestyles, there is increasing demand for hotels that place importance on wellness (far beyond pampering). Buzzwords such as eco-luxury, gluten-free, cleansing, detoxification, vitality and mindfulness are all part of the wellness dictionary becoming commonplace in the hospitality industry.

More than ever, ...

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How to create astounding customer experiences through social media

Posted on March 29, 2016 at 4:15 PM Comments comments (0)

In the hospitality industry, nothing is more important than providing a quality customer experience. Travellers are now turning to social media during every step of their journey, from the moment they begin their travel plans through to the point they upload their post-holiday photos and beyond. Intelligent business owners are evolving their social media to focus on building strong relationships with this loyal customer base by engaging in real conversations with them, in tu...

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A four-pronged approach to property resuscitation

Posted on March 10, 2016 at 1:55 PM Comments comments (0)

By Wayne West   - March 10th, 2016

 

Hotel management isn’t rocket science; it’s blocking, tackling and caring. It can’t always be distilled into a formulaic approach. Too often management teams lose sight of their primary objective: to deliver excellent service to their associates who in turn deliver excellent service to their guests and to the community at large.

It beg...

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Hotel check-in with credit cards: How hotel pre-authorisations work

Posted on January 28, 2016 at 5:15 PM Comments comments (0)


It's one of the main causes of shock and awe among travellers. You've just arrived at the hotel where you've booked a room and the check-in clerk asks to take an imprint of your credit card to pay for any incidental charges you might incur. This is a pre-authorisation, a pre-auth in hotel speak, and it's likely to happen even if you've paid for the full price of the room in advance.

 

They might also...

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The secret to great TripAdvisor hotel reviews

Posted on January 18, 2016 at 2:25 PM Comments comments (0)

Reputation is everything in business, but never has your most valuable asset been more fragile than in the age of the Internet. Will Rogers was before his time when he said, “It takes a lifetime to build a good reputation, but you can lose it in a minute.” He had no idea how literal that single minute would one day become with the advent of online business reviews.

Today, with the click of a mouse, an a...

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How will OTAs evolve in 2016?

Posted on January 14, 2016 at 3:30 PM Comments comments (0)

In the past two or three years, I was fortunate to speak at a variety of travel industry events about the state of online distribution and the challenges stemming from the hotel/hostel/B&B relationship with online travel agencies (OTA). In my home province of Quebec, this has become a pressing issue that various hotel associations have put at the top of their agenda. It also affects restaurants, attractions and increasingly, vacation rentals. Yet I realize this is an equally debated to...

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How do we build a better hotel room?

Posted on November 29, 2015 at 10:35 PM Comments comments (0)

The bed is freshly made. There are drinking glasses next to the sink. Magazines are lined up on a shelf under the television.

 

But nobody will be staying here.

 

The purpose of this room, a 13.5sq m prototype in an unfinished office building in Alexandria, is to help hotel executives figure out exactly what they do - and don't - want to replicate at the Pod Hotel when it opens in Washington...

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10 Destructive Habits To Avoid While Running A Business

Posted on October 31, 2015 at 4:00 PM Comments comments (0)

“The key is in not spending time, but in investing it.” – Stephen R. Covey

 

When I turned the last page of Kevin Kruse’s new book “15 Secrets Successful People Know About Time Management”, I was inspired. My mind kept coming back to the notes I made on the pages of the book and the changes I was about to make to my routine the very next day.

 

In his book Kruse interviewed 7 billionaires, 13 Olympic athletes, and 23...

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Getting your hotel staff to work for reviews

Posted on October 14, 2015 at 8:00 AM Comments comments (0)

The internet has changed the way consumers make their purchases in that people can research their options online and read the opinions of their peers. These opinions, or reviews, are far more influential on a consumer’s purchasing decision than any content created by the organization simply because the organization has little control over said content. And this applies to the hospitality industry just as much as any other sector.

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Why Quest needed to change

Posted on August 19, 2015 at 11:20 PM Comments comments (0)

By Hannah Edensor

One day after Quest Serviced Apartments relaunched as ‘Quest Apartment Hotels’, we decided to get the lowdown on the industry by speaking exclusively to Quest ceo Zed Sanjana.


And what an industry it is, with Airbnb, online travel agents, and a competitive landscape – all vying for the modern business traveller.

“C...

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Five reasons why your online booking numbers are low

Posted on August 3, 2015 at 4:25 AM Comments comments (0)

Hoteliers work vigorously to find ways to increase bookings. In today’s highly digital era, the online website is a hotelier’s strongest tool to attract more guests to the property. Over the past few years, the number of online bookings, especially from phones and tablets, have increased at enormous rates.

Unfortunately, there are still many hotels who negatively affect their booking frequency; and...

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