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STAAH Blog

  • Home
  • MANAGEMENT
    • Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

      The Top Traits of Exceptional Hospitality Professionals

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

      Tapping into Wellness Tourism: A Hotelier’s Guide

      Overcoming common challenges in channel management for…

  • News
    • Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
    • The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

      STAAH boosts Indonesian resort’s direct bookings by…

      Nova Express Pattaya expands online visibility with…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

      BLAAH BLAAH @STAAH with Dia Mirza

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      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

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Nelson Motel Owner Shares Secret to TripAdvisor Success

1 March 2017
Century Park Motor Lodge Success 1

Fantastic customer service and an effective online review management strategy are integral to the success of Nelson’s Century Park Motor Lodge, winner of multiple TripAdvisor awards. Owner Jackie Thomsen shares tips and ideas on how you can become hospitality superstars.

Treat All Your Guests Like Celebrities

If there is one magical way to win over your guests, it is outstanding customer service. No matter how many marketing dollars you spend, if your service standards and professionalism are lacking, you are unlikely to get anywhere. So make a fantastic first impression (smile!) and then work on making a lasting one. Remember happy customers equate to great reviews and return business.

Keep Calm and Carry On

Every hospitality personnel would have encountered at least one rude guest. It is important that your staff and you don’t lose their calm at such times. Understand why the guest is angry and try and resolve the issue. You’ll be left with two happy people at the end of it – your guest and your staff member.

Little Things Matter

Leaving a welcome fruit basket in the guest’s room or providing handy maps and recommendations on local sights that are a must-see will go a long way in creating a positive impression. Ensuring the room is clean and ready for the guest on arrival will make a guest happy. Attending to the guest quickly, or informing them in advance if there will be a delay. Getting to know your guests; addressing them by their name. Always putting on a pleasant face. These are little things, but they matter a lot.

Ramp up Your Room Amenities

Hotel amenities are one of the small factors that help create an unforgettable guest experience. In addition to the usuals, at Century Park Motor Lodge, we dialled up the amenity list by providing top-of-the-range toiletries, free unlimited wi-fi, SKY television, free use of DVDs, stereo with iPod dock, etc. We also have well appointed kitchens with little extras for guests who like to cook. Guests are always impressed by these add-ons and this is reflected in our reviews.

Get the Right Technology

You can’t quite avoid OTAs. But you can ride them well with the right technology solution and distribute your rooms to OTAs. For us STAAH’s Channel Manager and InstantSite Website have been a godsend.

The STAAH channel manager has helped us increase our online reach. That it is so easy to use is added bonus, leaving us enough time on what matters most – conversion! In August last year, we relaunched our website with STAAH’s support. It is already becoming a crucial marketing tool for us, with plans to focus on it in the coming year to increase direct bookings.

Ask for Reviews

There is no doubting the power of online reviews – they work. But you can’t always rely on guests to make the effort of leaving a review. You have to prompt them. We do this by sending automated emails that request for reviews on our social channels, TripAdvisor and other online platforms. You could also simply ask guests for reviews at the time of check out; if you’ve done a good job, they should oblige.

Make sure that when guests leave reviews, you thank them online. Engagement is critical for return visitation.

Harnessing the Power of Social Media

While we’re yet to utilise all social channels, we definitely leverage the power of Facebook. We prompt guests to like our page and use it to promote our brand, awards and services. At a later stage, we would also like to use it for promotions.

Build Lasting Relationships

From engaging your guests comes another opportunity – to grow your leads. We’ve focussed on building relationships with our guests and corporate. And these have been a great source of returning business for us.

Form Partnerships

Forming mutually beneficial partnerships with other operators, both national and local, is always beneficial. Besides it improves your guest experience as there is a one-stop-shop for all information.

Nail Operational Efficiencies

Be smart about the staff you hire, and how many. Utilise your channel manager insights to work out occupancy trends and resource your property accordingly.


logotchotel 2016 LL TM 11655 2

Located in the heart of Nelson, Century Park Motor Lodge is a five-star property with a range of accommodation. Highly rated by customers, it has won multiple TripAdvisor awards for its services and amenities, including:

Top 25 Small Hotels – South Pacific
Top 25 Hotels for Romance — South Pacific
Top 25 Luxury Hotels — South Pacific
Top 25 Small Hotels – New Zealand
Top 25 Hotels for Romance — New Zealand
Top 25 Luxury Hotels — New Zealand
Top 25 Hotels for Service — New Zealand

Nelson Motel Owner Shares Secret to TripAdvisor Success was last modified: February 14th, 2018 by staah

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