Hospitality · Insights
How the workis actually done.
Practical notes on process: how programmes are scoped, launched, protected and measured. Written by the people who run them.
- Guest reactivation6 min read
The survey-to-offer call: how guest reactivation works
A past-guest list is one of the most underused assets a hotel owner has. How a survey call turns into a return-stay booking, step by step.
Read the article - Operations5 min read
Sizing a reservations desk: start with call volume, not headcount
How many people does it take to answer a property's calls? The inputs that decide it, a simple way to estimate, and why inbound is sized before outbound.
Read the article - Measurement5 min read
Proving it worked: attribution for a guest reactivation programme
A reactivation programme that cannot show which bookings it produced cannot be judged. Five inexpensive measures that make the results traceable.
Read the article - Inbound cover5 min read
After-hours and overflow: answering the calls the front desk can't
A front desk is there to look after the guests in the building. What happens to the phone at check-in time and at midnight, and how to cover it without adding to the desk.
Read the article
Find out how many calls go unanswered.
Share your call volumes and what your front desk covers today. We will size the desk from your numbers and outline a pilot with attribution built in.