Posts Tagged ‘hotel collections’

Joining the right collection of hotels

Friday, December 18th, 2009

Take your pick:  Small Luxury Hotels of the World, Preferred Hotels, Luxury Hotels of the World, Relais & Chateaux, Conde Nast Johansens and more.  There are several prestigious collections of properties that are designed to fit your hotel’s needs.

Is the expensive membership worth it from a PR perspective?  I vote yes only when you have done your research as to which hotel family will yield the most benefits.  It’s easy to fall into a box or category, but important to maintain the unique characteristics that make your hotel stand out.  Generally, most hotel collections require a set of standards to be met by your property.  Even if you meet them, sometimes down the road you might find that joining it wasn’t the right fit, and your membership did not yield the expected benefits.  In other cases, you might choose to spend the time to shop around until you find the right hotel collection.

From a PR standpoint, the branding acquired by joining a hotel collection membership can help with recruting additional press inquiries, tours, and other media initiatives. 

Remember, it is also up to you to get the benefits by joining a hotel family, so make sure you do your share of announcements and marketing about your membership to print/web/social media and guests, too.  It is important for you to do your share of the work  in order to get the word out to the right audience.

Preparing for the mystery shopper

Saturday, June 13th, 2009

I recently received a request to write a blog post on mystery shoppers reviewing hotels.   From AAA, to Mobil Travel, and several companies that brand hotels such as SLH, Relais and Chateaux, Preferred Hotels, and many others review properties to understand their strengths, weaknesses, and determine their niche.

Usually, you don’t know exactly when a mystery reviewer will come in to stay.  The reviewer books his/her own room, so the experience starts from the moment the reservation is made to the second s/he departs the property.  Sometimes, GMs are given a time frame of when the reviewer will come in to properly warn the staff, but that is not necessarily very helpful.

From the reviewers’ perspective:they have a responsibility to communicate accurate information about the hotel and it is their job to be as objective as possible.  This information from the reviewer is eventually reflected on star/diamond rating and is usually updated every year to eighteen months.  The assigned hotel rating ultimately reflects the public’s perception. 

From a PR perspective: it is up to the PR representative of the property to leverage that honor if it is a good rating.  If it is not a good rating… then it should still come as no surprise to a great PR pro, who is always prepared for any scenario.  It’s now time to get creative!!!