I’ve been racking my brain for the last few
weeks over what to write about. The interesting thing is that it’s not lack
of choice that’s been the trouble…it’s too much of it! From the excitement
caused by US underdog Barack Obama’s win and the promise of a brighter
political future… to CNN’s Wolf Blitzer causing a buzz with his first-ever
“holographic” interviews in the newsroom, there’s been plenty going on to
keep techies and armchair futurists abuzz. And while CNN’s holograms weren’t
really holograms when you cut to the chase…one development is very real…the
advancing global recession that we’re slowly coming to grips with.
Hospitality media has been filled with reports about dropping profits
margins, especially in hard hit areas and suggestions to hoteliers on how to
best tackle the market situation, i.e. tough it out, work smart and dust off
your selling shoes. What surprises me, though, is that while the hotel
industry continues its distribution war with online 3rd parties with
super-deep advertising pockets, it still continues to ignore its most
lucrative booking distribution channel…its guests!
An excerpt from an earlier article I’d written titled
‘Back to the future: Meet the hotel guest of 2020’:
Hotel Guest: I stay. I sell: I
choose where to stay and what to do based on the recommendations of my
personal social network. Why should I trust all the hype, marketing and
advertising when I have perfectly good friends & like-minded
acquaintances who’ve been there, done that? If I like what I experience,
I may recommend the hotel to my network…and get paid doing it.
Hotels have realized that their guest’s virtual and physical social
networks are a long ignored distribution channel and start monetizing
it…with spectacular results. Not only are the distribution and
commission margin costs a lot lower, but the quality of the referrals is
a lot more credible and brings in exactly the kind of guests the hotel
is looking for.
Most savvy hotels have already come to grips
with the power of consumer voice on the Internet, via sites like
Tripadvisor.com and it’s ilk. Proactive hoteliers use these channels to
actively listen, respond to and troubleshoot guest concerns. Not only does
the voice of the hotel guest get heard a lot faster and louder on the
Internet, it also affects the volume and quality of hotel bookings. A study
conducted last October by comScore and The Kelsey Group of 2,078
respondents, including 508 who used online consumer reviews, found that
online, consumer-created reviews have a big impact on prospective buyers.
The study showed consumers were so trusting of online reviews, they were
even willing to pay at least 20 percent, and up to 99 percent, more if a
company was rated excellent or five-star than if a business received a good,
or four-star, rating.
So why aren’t hotels working harder to get these great referrals?
Most psychologists would agree that when it
boils down to it, there are two basic routes to motivating people…one is
intrinsic and complex, like achievement, recognition and other factors that
draw on emotion…and the other is extrinsic, i.e. rewards, usually monetary.
Values and needs dictate what form of motivation works best in particular
situations, but in both approaches, personal ownership of the goal is key to
getting there.
It takes a lot of hard work and guest engagement to get guests so
enthusiastic about your hotel that they’d go to great lengths to recommend
and actually ‘sell’ your product or service for you. However it doesn’t take
a whole lot of love when there’s a clear return benefit involved. Plus
there’s no reason why great hotels can’t use both! Cash is the crux of the
current credit-crunch and travelers are feeling the pinch already. As they
say…in a recession, Cash is King! Hotels want more of it and guests simply
want to spend less of it.
A compromise is where the million dollar marketing idea lies…and the time is
perfect for it: The first hotels that start recognizing and treating their
guests as a viable and long-term distribution channel will come out on top –
and this means going beyond just awarding loyalty points to guests.
The usual hotel revenue management approach is to sell low to the Corporate,
Group and Leisure segments and then go head to head with competition based
on higher retail rates. With guests gaining access to more and more
information on the Web about hotel facilities, issues and channel rates,
leveraging “Best Rate Guarantees” (BRG) is becoming increasingly
ineffective. The BRG blow that the hotel industry delivered years ago to the
3rd party online retail industry has softened…and online travel agents are
gaining bigger pieces of the web distribution pie again, with superior
Search coverage and comparatively overwhelming ad budgets. Another kick in
the shin has been the alarming trend over the last few years of the Leisure
segment going online and leveraging lower allocated rates through packaging
and even naked room-only rates, much to the dismay and exasperation of the
hotel industry.
Hotels tend to pay out anywhere from 10-25% commissions on retail rates,
given the level of need. If only hotels could use the same commission they
pay 3rd parties and travel agents (I’d bet you’d need a lot less though) and
reward guests through a well structured referral program, both sides stand
to gain. Hotels would pay a lot less in commissions, cut distribution costs,
retain control of the customer relationship and also gain a lot more guests
they want to attract, referred by trusted sources who’ve experienced the
product and service. Whether larger chains develop point based referrals to
be used for future and intra-chain stays…or smaller properties pay a cash
bonus / discount, the potential for any well thought-out program is immense.
This strategy allows hotels to maintain price parity and market positioning
without risking the negative spiral of a price war. The great news is that
the web has all the right ingredients to make this strategy a reality. So
the technology’s ready. The guests are certainly ready for it…and the
economic atmosphere’s just right. The question is…are hotels ready?
Looking at it from another, guest-centric point of view… the case of a smart
entrepreneur (David) taking on the Online Travel Agencies of the world
(Goliath)…someone who can develop an intuitive web platform that allows
guests to book participating hotels and earn referral points or revenue is
bound to make a dent in the OTA industry. Of course there are issues to be
considered, like issues of corporate travel, employee referrals, commission
management, intelligent CRM, transaction tracking and perhaps even OTAs
wising up to the potential of rewarding guests a little more…but where there
are challenges, there are also great opportunities for innovation and
out-of-the-box solutions.
This is the beginning of a brand new travel distribution race. The
starting-gun’s been fired. But just who’s going to be in the running? Who’ll
win? I’m sure we’re all eager to find out!
- Jitendra Jain (JJ)
---
About the author: At work, Jitendra Jain
(JJ) is employed with Starwood Hotels & Resorts in Dubai as an E-Commerce
Manager and handles hotel online marketing & distribution. At play, he is
the founder of various online initiatives like
,
and
(among
others) that dream, connect, educate and share all that is glorious about
hospitality, technology and most importantly…the people that define our
times
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