- Hotels have become reliant on Online Travel Agencies (OTAs), resulting in margins being eroded by up to 30%
- According to US firm Siteminder, many independent hotels will see a 90/10 split in favor of OTAs within the next three years
Direct Bookings for Hotels Masterclass
Address Key Issues
Understand the moving parts required to make direct bookings online
Gain A Full Understanding
Understand the consumer “decision tree” when booking hotels online and ways to best create your sites to maximize sales and avoid losing customers
Key Takeaways
Implement a strategic framework for creating an optimal experience for your guests across channels
Direct Bookings for Hotels Masterclass
This intensive course is designed for Hotels to benefit from a comprehensive overview of direct-selling via e-commerce. The programme is designed to enable participants to evaluate their online sales capabilities and platforms and help future-proof their business in a competitive landscape. The course will provide participants with valuable insights enabling you to optimise your customers’ digital experience and equip you with tools to maximise guest loyalty and ultimately profits.
IN JUST 3 DAYS YOU WILL
- Understand the moving parts required to make direct bookings online
- Evaluate your existing direct booking capabilities
- Measure and optimize their direct booking processes business from both an operational and a customer perspective
- Understand the consumer “decision tree” when booking hotels online and ways to best create your sites to maximize sales and avoid losing customers
- Utilise tools and techniques to ensure maximum guest retention and loyalty
- Implement a strategic framework for creating an optimal experience for your guests across channels
MEET YOUR TRAINER
Our Expert Trainer is an award-winning speaker, trainer, and entrepreneur. Household names have entrusted her with their Brand and Customer Experience development including Hermès, Kaya Skin Clinic, Barclays Bank, Shell, Lloyds TSB, Accenture, eBay, Cisco, and other FTSE/Fortune 100 organisations, as well as Middle Eastern and Southeast Asian power players such as EASA Al Gurg, blibli.com, Lazada, Unilever, among others.
She is a passionate advocate of ‘wowing’ the customer, so her areas of expertise include Omni-channel Customer Experience, Customer Engagement Measurement, and Analysis, Retention and Life-stage Marketing, Live Chat/Chatbot Strategy and Execution.
She has consulted some of the most forward-thinking (r)etailers and digital players in the online gaming world, such as Ladbrokes plc, Betfair plc, and Gala plc. Her breadth of business expertise has equipped her to deliver cutting-edge programmes globally; from Manama to Dubai, London, Texas, Kuala Lumpur, Jakarta, Johannesburg, Singapore, Hong Kong, and Shanghai, she has inspired and enlightened audiences worldwide.
She is currently authoring a book on Omni-Channel Customer Experience.
Organisations that will benefit
- Hotels
Who will attend
- Commercial Directors
- Hotel Stakeholders
- Revenue Managers
- Hotel Marketing Professionals
- IT and Digital Professionals
COURSE AGENDA
Day 1: Understanding the Landscape ⇓
- Big Picture Introduction
- Cutting-edge Direct Sales Fundamentals
- Customer Delight – the motivation for selling online
- Understanding the main direct sales platforms and their benefits
- What are the main billing platforms and how to integrate them to their direct sales operation
- The Ultimate Direct Sales Experience
Day 2: Elements to Drive Sales and Convert Customers ⇓
- Growing the bottom line
- How to optimize your site’s customer experience – ways to support potential guests through their booking process, including live chat, help desk and other customer support functions
- Marketing your website
- Future-scoping: Social Commerce
Day 3: Sustainable Online Commerce: The Ultimate Customer Experience ⇓
- The End-to-End Perspective of Digital Booking
- The Guest Experience and its role within the Digital
- Travel Model
- What gets measured gets done
- Practical Exercise: Direct Booking Strategy 3.0 – participants will work on an in-depth hand-on exercise setting their own Direct Booking Strategy cementing the learnings from the training
- Personal Action Plan
- Wrap
“The course was just amazing! She understands the individual challenges and helps you to ‘eat the elephant’ in bites. Compared with great example cases. As a coach and speaker, she is just incredible! It does not get boring for a minute. It is engaging and inspiring, I highly recommend her!”
- Past Client
“I was very impressed with how she tailored the course to our needs. Excellent through and through..”
- Past Client
"This training to me is life-changing, extremely comprehensive and thought-provoking. "
- Past Client
"Great insight, super great training."
- Past Client
