Online booking systems: Central to hotel reservations in modern times

A hotel or resort can no longer underestimate the importance of an online booking system. A big percentage of hotel reservations in the industry is made over the internet compared to traditional reservations via phone. Hotels that wish to expand their reach internationally should understand how an online platform provides convenience and accessibility to travelers from abroad. 

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An online booking system enhances customer service because it is open 24/7 to accept reservations. While the same is true for a 24-hour hotline, an online platform is more convenient because people are most likely to be in front of their office computers or have their mobile devices on them. Moreover, it skips the hassle of phone calls being queued when all operators are busy. 

An effective website and booking engine can also be designed to package promotions or deals on the dates the guest chooses. This creates opportunities for additional revenues. Other offers such as a pickup or limousine service can also be prompted. 

Lastly, by encouraging the majority of reservations to be done online, management can better track and analyze customer data in a structured system. This enables the marketing team to tailor fit loyalty programs to induce repeat business. 

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 John Jefferis, a distinguished hotelier with over 40 years of experience, is also the owner and chairman of Coco Reef Resorts. For more blogs about hotel management, follow this link.

The Importance Of Online Customer Reviews In The Hotel Industry

As consumers are spending more time on the internet either through their mobile phones or laptops, the proliferation of online reviews is inevitable.  Especially since these customers are given various channels to do so, such as social media and travel websites.

For a time, however, hotels ignored, dreaded, or even abhorred, these kinds of feedback.  It even got to a point where TripAdvisor was bombarded with lawsuits left and right.  Hotels alleged the travel review site published false and misleading comments.

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But that is all in the past now as hotels finally accept that online customer reviews are essential to operations and management.  The simple reason for this is economics.

It is estimated that by the end of the year, the global hotel industry would have generated $550 billion in revenue.  There is abundance in the market; the challenge for hotels then is to create various effective channels to tap into this market.

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Different market studies have shown that around half of consumers will not book a hotel that does not have online reviews. These studies have also illustrated that 59 percent of hotel customers who peruse online reviews are more likely to make room reservations.

While traditional marketing channels are effective in raising client bookings, analyzing and integrating online review websites such as TripAdvisor and Yelp can help hotels grow their business.  

John Jefferis is a multi-awarded hotelier and the founder of one of the Caribbean’s most spectacular tourist destinations, Coco Reef Resorts.  To read more about his credentials and accomplishments, check out this Facebook page.

The culinary traveler in the Caribbean

One of the most pleasurable parts of traveling is being able to experience a place's culinary offerings. And while the Caribbean Islands are known for their gorgeous beaches, laid-back, relaxing vibe, and luxurious resorts, the local cuisine is also worthy of praise. 

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Naturally, since the Caribbean is a network of islands, it shouldn't come as a surprise that some of their best dishes are made with the sea's freshest bounty. Conch fritters are a delectable Bahamian dish, salted codfish, and roasted breadfruit are a favorite in St. Vincent & the Grenadines, while Barbados natives swear by their crispy, battered fried flying fish cutters, served on fluffy salt bread with lettuce on the side. 

Aside from the aforementioned salt bread, the Caribbean also boasts a variety of mouthwatering bread and pastries. For instance, there's the roti from Trinidad and Tobago that's best eaten dipped in curry sauce, the popular Jamaican patty, which is essentially like the empanada with a yellow pastry that has a hint of turmeric, and endless filling options, and the typical Jamaican breakfast mélange of ackee fruit served with Johnny cakes and bammy, a local flatbread made from cassava. 

Other must-tries for the gourmet traveler is Aruba's keshi yena a gooey, messy, and cheesy delight made out of Gouda cheese shell that's stuffed with chicken, vegetables, and eggs, the Puerto Rican mofongo, a plantain and pork cracklings mash, and callaloo, a green stew of water spinach, amaranth, and okra, mixed with seafood, coconut milk, and chili. 

The Caribbean's beaches may have all the acclaim, deservedly so, but with the vast assortment of local dishes to choose from, culinary adventurers looking for a good meal will definitely be singing the islands' praises.

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 As the Bermuda-based chairman of Coco Reef Resort in Bermuda and Tobago, John Jefferis knows all about the area's hotel and tourism industry. Follow this Twitter account for updates and insights on travel and tourism in the Caribbean.

What Happens When a Guest Breaks Something In The Hotel Room?

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Guests are asked to maintain a certain amount of decorum during their stay in hotels. Each hotel stay is a contract between the hotel management and the guest. Each party has specific obligations---the hotel to maintain a sense of order and excellence in service, the guest to have an enjoyable stay at no cost or harm. When the guest breaks or damages items in their hotel room, both parties suffer.

Some hotels waive damages for which guests are responsible, but such treatment is usually reserved in good faith for trusted and regular clients. However, there are other considerations, such as the extent of damage or the item(s) that were broken. Nevertheless, most hotels follow a strict payment policy. That is, what is broken or damaged is charged to the guest’s account at the end of his or her stay.

Some guests do not feel this is justified and may demand a reconsideration. However, upon checking in, guests are asked to sign a form, which stipulates a clear and absolute paying policy in the event of damages to hotel property.

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A signed form means guests have agreed to pay for whatever damages they inflict on hotel property during their stay. There are exceptional occasions that could merit consideration on the part of the hotel. For instance, guests who have been robbed or who have been subject of crimes leading to property damage are normally not asked to compensate.

It is always best to read hotel forms before signing. For any other concerns, guests are encouraged to ask their concierge.

Known for his outstanding management skills, John Jefferis has built dozens of hotels around the world. Learn more about the hospitality industry by following this Twitter account.

A Gratuity Guide: How To Tip In Hotels

Hotel tipping is a delicate art that should be learned. It has to be emphasized that tipping is not mandatory, and some hotels enforce a strict no-tipping policy. Still, having the knowledge is important. There are a lot of expectations and misconceptions about hotel tipping. Listed below are general tips that should prove useful.

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Self-service hotels: As the name suggests, these hotels operate with minimum staff. Guests are asked to bring their luggage to their room and act as their own assistant. What the traveler is essentially paying for are the room and the accommodations. For these places, tipping is normally discouraged. Guests, however, may decide to leave a tip for the in-house restaurant. General percentage is around 14 to 20 percent.

Upscale hotels: There is a hierarchy that must be followed. Nevertheless, there is no hard-and-fast rule to all of this. Generally, guests should tip at their own discretion based on the service they received and how satisfied they are with that service. It is not demanded that a guest tips everyone he or she meets in the hotel. Typically tips are given to those who provide a lot of services such as valet parker, shuttle drive, housekeeping, and the like. Concierges, for example, usually receive between $5 to $10 depending on how well they perform, including making reservations or getting tickets. More upscale hotels even contact guests before arrival, making travel arrangements and so forth to make everything seamless and smooth. When the concierge makes multiple arrangements, it is appreciated to offer around $20 to $50 at the end of the guest’s stay.

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One must remember that gratuity is, as emphasized, a form of monetary gratitude. It should be reflective of how much the guest liked the service received and should also be indicative of good customer service.

John Jefferis is a renowned expert in hotel and resort management. To learn more about him, follow this Twitter account.

Gracious Guests: Three Things Customers Can Do To Help Hotel Staff

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Hotel workers have witnessed a wide range of characters that enter their hotel day in and day out. Though the customer is always king, he or she can also choose to be kind in order to gain favor in the eyes of the hardworking staff. Being a nice guest is always in style, be it in a local or a foreign destination. 

Manage luggage

 

Porters and bellboys are always waiting for guests to check-in. Guests should ensure that their things are securely packed to spare hotel staff the burden of mixed-up luggage or bags bursting open. They should properly identify their bags and luggage, and if it’s not too much, perhaps they can hand carry a bag or two. 

Keeping the bathroom clean

 

Sure, it’s housekeeping’s responsibility but as a hygienic practice, guests must maintain the cleanliness of their bathroom to the best of their ability. When traveling with an infant, don’t leave diapers lying around. After a nice bubble bath, drain the soapy water. Keep the underwear in a place less scandalous so that the housekeeping team won’t feel awkward cleaning the room.

Stop lying about the minibar

 

When settling charges at the end of one’s stay, most of the arguments begin because of the minibar purchases. Taking items from the minibar and not paying for them is not good etiquette. Placing the blame on staff is much worse. Here’s a tip: some staff will let it slide one way or the other if the guest is kind enough to offer to pay for the little items inside the minibar. Though it’s not upfront, hotel staff might lessen it from the spa charge and other expenses.

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These three things, though seemingly unimportant will let hotel staff do their jobs more effectively. Similar to most people, they too are trying to make ends meet and do well at work. Guests should remember that the hotel is not really their home and as always, being gracious does wonder.

Multi-awarded hotelier John Jefferis is at the forefront of the hotel management industry as the chairman and sole shareholder of the Palm Reef Hotel Development Company Limited and Island Resorts International Limited. He acquired the Old Stonington Beach Hotel in 2003 and redesigned it into one of the finest lodges in the Caribbean, dubbing it 'The Coco Reef Resort Bermuda.' For more tips about hotel stays, visit this blog.

Free For All: Staff-Approved Hotel Giveaways

Ask and you shall receive. This is particularly true in asking for freebies while checked-in at a hotel. Gone are the days when guests snuck in their bottles of shampoo and bubble bath in their luggage. It is better to be straightforward about wanting to take home hotel giveaway.

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After all, these travel-sized goodies can be used for other purposes. Aside from the items on the tables or on the bathroom counter, a hotel may have more stuff that they could give their guests for free. Here are some items that guests can ask for when they’re checked-in at a hotel:

1. Magazines and newspapers A guest can ask for the day’s paper and perhaps a fashion magazine from a publishing company with which the hotel has a partnership. In fact, guests can select from a range of publications that they can bring along. Some of the magazines could be helpful for travelers who want to explore a foreign city as there could be event listings inside.

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2. Fruits and snacks- Some hotels offer fruit like apples and pocket-sized snacks that their guests can munch on. Entirely separate item from the mini-bar, more complimentary peanuts, raisins, or chips can be supplied by the friendly housekeeping staff. Independent and boutique hotels may also offer other snacks such as biscuits and cookies to please their guests.

3. Laundry bags- Not only are these bags sturdy, they can also be used multiple times especially if the guest does a lot of traveling. It is good to have a laundry bag inside a luggage as it helps in keeping some items separate.

4. Sewing kits- Every person needs to have this inside their bag. Who knows when a clothing emergency will happen? Having a small, pocket-sized sewing kit will help survive fashion disasters such as missing buttons or ripped sleeves.

Guests can ask for extra items before they checkout or when housekeeping drops by the room to clean up. Though hotel staff will gladly give the stuff for free, it is still polite to tip these people who make a guest’s accommodation worth the time and money.

Top Caribbean Hotelier John Jefferis is the chairman and sole shareholder of the Palm Reed Hotel Development Company Limited and the Island Resorts International Limited. A veteran hotel manager, he is also the recipient of numerous accolades, including the prestigious recognitions Caribbean Hotelier of the Year in 1990 and Entrepreneur of the Year in 2000. Visit this blog for more information about Mr. Jefferis’ career.

Fully Booked: Work Stability in the Hotel Industry

The hospitality management industry thrives. There are a lot of worldwide events that bring in guests, regardless of the season. From business functions to parties, the rooms and services of a hotel are always needed. Hotel management then requires the efforts of employees who are selfless and committed to serving guests. Jobs in this industry also offer a lot of rewards, especially for the faithful workers.

There is always a market for a place to stay. There is always a backpacker, a businessman or a couple on a honeymoon who need accommodations. And there must be a workforce to ensure that these guests feel at home and get VIP treatment. Hotel staff then should cater to the satisfaction of their guests, even in little details like a dish on the buffet or the temperature of the swimming pool.

 

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Employees in hospitality management who want to get promoted must start with serving guests, as this is the core task of the business. There’s always a new way of serving customers better. Especially in the era of social media, it’s easier to get feedback and to devise ways of knowing what patrons want.

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With new information coming in, hotels must capitalize on novelty that people will enjoy. In this results-oriented job, the career growth of employees can be easily tracked. There’s always an area for improvement when it comes to hotel work but the upside of it is that there’s always an opportunity to excel.

Known as one of the most influential hoteliers in the Caribbean, John Jefferis lives to see guests enjoying the luxurious facilities in his hotels and resorts. Get to know more about the hospitality industry on this page.

The New Promotion trend Hoteliers are Encouraging

Instead of promoting a new tagline or spiel, hoteliers are now falling back on what they do best, and that’s being honest. These past few years have brought about a slow but strong change in how hotels manage themselves. Leading hospitality studies have found that a growing number of tourists and travelers appreciate solid information rather than flowery words. These analyses concluded that customers were more likely to be satisfied, give a higher rating, and return to hotels that were very candid about what they can and cannot offer.

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There is a caveat to these researches. Customers still desire to get the most of their money. They do have certain expectations that a hotel will provide for their basic needs and more. There is also an expectation that while hotels should be honest, they also do whatever it is in their power to improve certain conditions. Hotels cannot simply be honest and say, this is all it can offer, and then hope for the best. Financial advisers heavily encourage using customer feedback and market research to enhance operations.

The direction of honesty, therefore, is more on the hotel’s amenities, structures, and food. Customers appreciate hotels that are frank about the limitations of their facilities. Marketing groups can use these constraints – as they were – and use them as a selling aspect. In fact, most hotels already do this: using a challenge and turning it into an advantage. However, the difference is that the angle should be sincere. Clients no longer want to be inundated with fluff. They want to know that they are getting straight up – all the while still getting a comfortable and enjoyable experience.

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John Jefferis is a renowned hotel management expert, with more than 40 years of experience in the industry. Learn more by following this Twitter account.

Bahamian Adventure: From Dolphin Encounters To Underwater Weddings

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The Bahamas has a reputation for having some of the most splendid white sand beaches in the world. It is often included in tourists’ bucket list of which places to go in the Caribbean region. Boasting of crystal clear waters and bountiful marine life, the Bahamas is the perfect place for some of the best aquatic adventures.

Fishing, boating, and sailing. The Bahamas is an impressive fishing spot both for beginners and professional anglers. With a rich marine life and a wide array of fish—blue marlin, tuna, snapper, barracuda and a lot more—vacationers will definitely enjoy and keep on coming back for more catch. Meanwhile, boating and sailing over the clear blue seas of Nassau are also popular activities. People can spend their day aboard chartered boats, yachts, and powerboats.

Diving and snorkeling. While exploring the waters in a chartered boat, people can dive and snorkel in this island’s amazing coral gardens and World War shipwrecks. Swimming along with the beautiful marine creatures (sharks, dolphins, etc.) of the Atlantic is also a must.

Underwater wedding. For a truly unique experience, couples on a special romantic getaway have the chance of getting married under the sea. They can choose from different wedding packages with options like getting married in a legendary shipwreck or exchanging vows while swimming with sharks!

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Underwater Hollywood. For photography and film enthusiasts, the Bahamas is one of the most sought after locations for underwater scenes in movies. Hollywood film outfits and other production companies flock to the islands to shoot some intriguing underwater panorama.

John Jefferis is a Bermuda-based hotelier most recognized as the owner and sole shareholder of a chain of hotels and resorts in the Caribbean. For more information, subscribe to this blog.

Everyone’s a Favorite: Secrets of Efficient and Consistent Customer Service

People who work in the hospitality industry know very well that it is difficult to provide guests with quality service consistently. These people work very hard (and sometimes go out of their way) to make sure a guest feels comfortable during their stay. 

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Customer service is crucial. A simple lapse in judgment or a mistake that hurt a customer can immediately mark a good hotel’s downfall. This is why even if those who work in the hospitality industry feel like they don’t want to entertain guests for personal reasons, they still have to do their job as professionally as possible. 

As a guide, here are two smart practices for efficient and consistent customer service. 

Give guests (extra) special treatment

 

Make an effort to go the extra mile from the usual. Whether they are a frequent customer or a first-timer, let them feel they are valued by attending to their needs. Guests may ask really easy or very complicated requests, but when their need is attended to, they will surely come back. They can even give promotion through word-of-mouth.

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Practice what is preached

 

Hotel staff wants to feel they are favored, too. Company leaders must also take care of their employees. After all, these people are the ones who help grow the business. Managers and department heads must make sure their staff’s needs are being met, and that they are recognized for their hard work. When workers feel appreciated, they go beyond what is expected from them.

John Jefferis is a Bermuda-based hotel industry leader. He has more than 40 years of experience in hotel management. For the latest in the hospitality industry, follow this Twitter account.