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Products & Services »
Best Practice Database
Customer Service » Customer Relationship Management
Single User: Authorizes use by the person who places the order or for whom the order was placed.
Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.
Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.
Best practices and performance metrics in this research document focus on managing employee resources to reflect seasonal changes in the volume of business, including room rate and discount structures. By targeting these areas for improvement, hotels can improve revenue and cash flow, especially in the low season.
The document also shows examples of how hotels excel in managing financial and operational performance to help hotel executives determine linkages between bottom-line performance and specific activities that drive customer service excellence and overall productivity. Well-defined yield-management systems, for example, help managers anticipate swings in business and plan for staff and resources accordingly, so that the customer experience remains consistent. These systems consider key variables specific to hotel business flow – customer segments, product perishability and ability to pre-sell rooms – to arrive at rates that drive both revenue and occupancy rate.
Yield-management software enables hotel managers to undergo statistical analysis for optimized pricing based on historical rates, seasonal occupancy levels, cancellations, customer segments, and capacity based on durations of stay. It also aids in driving capacity utilization planning by determining the number of rooms that should be reserved for full price or “rack-rate” customers and the number set aside for various discounting segments.