Resources
Straight answers for people who run hotels.
Guides, worked examples and a plain-English glossary, written by hoteliers. Nothing gated, and no email needed to read them.
All guides
22 guides- Direct bookings & distributionWhat makes a hotel website turn lookers into bookersYour website already gets the visitors. Here is what separates the sites that convert them from the ones that send them off to compare prices elsewhere.
- Direct bookings & distributionHow to win more direct bookings from guests already on your websiteThe guest was already on your site. Here is how to stop them wandering off to book the same room somewhere that charges you for the privilege.
- Direct bookings & distributionHow to stop overbookings and keep every OTA in syncTwo guests, one room, and a long evening on the phone finding someone a bed. Here is how to make that night rarer.
- Direct bookings & distributionWhere a hotel's marketing budget actually turns into bookingsEvery hotel spends on marketing. Far fewer can say which part of that spend filled a room last Saturday. Here is how to find out.
- Direct bookings & distributionHow to win and keep corporate accounts without the spreadsheet adminCorporate business is steady, loyal and fills the weeknights. It is also easy to lose to admin. Here is how to keep it without the spreadsheets.
- Revenue & pricingHow to price every room night with confidence, not guessworkRates changed late at night on a hunch, or not changed at all while you are on holiday. There is a calmer way to price.
- Revenue & pricingWhy the best time to upsell is before the guest arrivesThe check-in queue is the worst place to sell anything. The week before arrival is one of the best. Here is why, and how to do it well.
- Revenue & pricingTurning spa, dining and experiences into bookable revenueThe spa has empty slots on Tuesday and the sunset cruise leaves half full. Here is how to make everything else as easy to book as a room.
- Revenue & pricingThe hotel numbers worth checking every morningA good morning report takes five minutes to read and tells you what to do before lunch. Here is what belongs in it, and what does not.
- Guest experienceWhat guests actually want from their phone during a stayNobody wants to queue at 4pm to ask for the Wi-Fi password. Here is what guests reach for their phone to do, and what they ignore.
- Guest experienceWhat actually brings hotel guests back, and does a small hotel need a loyalty programme?Loyalty cards in a drawer and points nobody can spend. Here is what really earns a second stay, and when a programme is worth running.
- Guest experienceHow to message guests on WhatsApp without losing the threadThe guest messaged about a late arrival, the reply sat on someone’s phone, and the night desk never knew. Here is how to keep every conversation in one place.
- Guest experienceCan AI answer your guests at 3am, and should it?Half the messages that arrive overnight ask what time breakfast starts. The other half are where an AI concierge needs to know its limits.
- Running the hotelSeven signs your hotel has outgrown its PMSMost hotels do not decide to replace their PMS. They slowly build workarounds until the workarounds become the job.
- Running the hotelHow to turn rooms faster without adding staffThe minutes that matter on a heavy turnover day are rarely spent cleaning. They are spent waiting, walking and asking.
- Running the hotelHow to stop losing restaurant revenue between the outlet and the folioA dinner charged to the room that never reaches the bill is revenue you earned, served and still lost.
- Running the hotelHow to run weddings and conferences without double handlingThe wedding that goes wrong is usually the one where the kitchen worked from last week's version of the menu.
- Running the hotelHow mobile tools take the walking, radios and paper out of a housekeeping shiftA room attendant can walk a surprising distance in a shift just carrying information that a phone could carry for them.
- Money & paymentsWhere hotel revenue leaks between the card terminal and the folioMost payment leaks are not fraud or error. They are simply money taken in one system and recorded in another.
- Data & technologyHow to add new tools to your hotel without adding new loginsEvery new tool promises to save time. The login, the second screen and the broken link on Saturday night rarely feature in the demo.
- Data & technologyHow to connect your hotel's systems without a costly integration projectWhen a simple report needs a quote and a six-month wait, the problem is not your developer. It is access to your own data.
Hotel glossary
Every hotel term, in plain English.
329 hotel terms from ADR to yield management, each in plain English you can share with a new starter.
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