Friday, August 3, 2018

Hospitality News For the Week Of 8/3/18

U.S. News Reveals 2018-19 Best Travel Rewards Programs

U.S. News & World Report published the results of their annual rankings of the 2018-19 Best Travel Rewards Programs. The rankings identified 25 hotel and airline loyalty programs that are the most rewarding to their members. In the hotel category, Marriott Rewards ranked for the second year consecutively. According to the rankings, the remaining top five in order were Wyndham Rewards, World of Hyatt, Choice Privileges and Best Western Rewards. Full StoryHere:

Google Ads Updates And Their Effect On The Hospitality Industry

Google has rolled out a series of new initiatives leading up to their 2018 Google Marketing Live event this week. Google is implementing a number of changes to its branding as well, including AdWords being changed to Ads, and DoubleClick Ad Exchange and DoubleClick for Publishers being combined into a single platform called Google Ad Manager. The initiatives announced at the event are around their advancement of machine learning and its application to the Google Ads platform. Full Story Here:

Marchex Institute Study: How Poor Call Handling Affects Volume of Customers

The Marchex Institute published a series of reports measuring how well the call centers of hotel and cruise brands perform. The study analyzed 5.8 million calls to 13 hotel brands and 84,000 calls to cruise lines in order to identify the key call handling challenges faced by the travel industry. The research found hotel brands had a 14 percent failed call rate. Five percent of the failed calls to hotels were the result of customers becoming trapped in automated IVR menu loops. Another five percent of hotel calls remained unanswered. All of these challenges result in lost sales opportunities and negative customer experiences. Full Story Here:

STR: US hotel results for week ending 28 July

According to published data from STR, the U.S. hotel industry posted positive performance results for the week of 22-28 July 2018. Compared to the same week last year, industry-wide occupancy was +1.3 percent higher, reaching 78.5 percent for the week. Average daily rate rose by +2.9 percent to $135.94 at the end of the week. Revenue per available room was up by +4.2 percent, finishing out the week at $106.66. Full Story Here:

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