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The link between guest-services staff and ADR

My recent research with TrustYou unequivocally showed travelers will pay more for hotel stays at properties with higher guest reviews. Beyond meeting brand standards and delivering the hotel’s value proposition through guest experiences, this study — among others — demonstrates a more direct connection to the pricing effect of operations staff.

Often the performance of revenue professionals on property is measured by, among other metrics, ADR and RevPAR achievement. Many hotel employees are incentivized based on guest-review scores in varying recognition programs.

Has the time come for operations and guest-services staff to be rewarded for their contribution to ADR performance more directly? What creative ways are hoteliers using guest reviews to motivate and recognize employee performance?

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