Measuring campaigns is one of the most important elements in evaluating a successful PR strategy. Your hotel should have a full social media presence at this point, and hopefully it has, so measuring PR and marketing campaigns now rely on a very different scale than before. While previously we determined the success of media relations campaign by measuring column inches, photo inclusion, number of quotes, times the hotel was mentioned, and where the article was positioned in terms of layout, all of this has changed in the social media era. The heart of ROI for PR lies in the ROR - otherwise known as return on relationships. Read my article on this exciting concept that could make sense for your hotel's outreach in the social media era. READ MORE

This article looks at recent changes that Facebook has instituted to page formatting and functionality and the opportunities that these changes offer to the hospitality and travel industry. It also examines techniques on the Facebook platform that have proven effective in building the fan base for individual hotels and for hotel brands, and which have led to increased bookings and increased incremental revenue per room. Quick tips for sweepstakes, coupons and contests are reviewed. READ MORE

With Social Media rapidly becoming popular as a source of travel information, hotels need to figure out how to successfully establish themselves within the complex and convoluted Social Media space. Using a Social Media Management Continuum ranging from a base level of Monitoring through Presence and Activity to Engagement, this article highlights the key success factors in successfully leveraging Social Media as a customer communications, marketing and distribution tool. Key findings from the recent Hotel Social Media Benchmark Study are also presented to underscore current industry practices. READ MORE

Maintaining your hotel in top form is critical to realizing its optimum free cash flow ability and its long-term value. Implementing a well thought out annual inspection program will allow you to promptly identify and address maintenance issues. This article will show you how your hotel's value can benefit from four key maintenance areas and provide insight into the most proven approach to maintaining hotels in top condition. READ MORE

As 2011 kicks off, we find that internet marketing is an even more important part of the overall marketing portfolio of our hotels. One major shift in 2010 was the significant gain in popularity of social media channels, and we find that social media has firmly positioned itself in the tool chest for ecommerce managers and internet marketers. The smart hotelier needs to keep laser sharp focus on the fundamental shift in ways customers are seeking information and channels that drive maximum Return on Investment (ROI). Here are Milestone's top ten eCommerce promotion ideas, channels, and strategies that we recommend to hoteliers in 2011. These tips and insights are based on carefully analyzing trends in the search engines and channels that are driving maximum returns for Milestone's clients and partners. READ MORE

Today, it seems like everywhere you turn there's talk about social media and all the benefits it can have as part of a business marketing strategy. While this is true, simply opening accounts on social media sites like Facebook and Twitter, and posting occasional photos and updates won't create a strong following for your business or turn these "friends" and "followers" into profitable clients for your business. This article provides ideas and tactics for hoteliers and hospitality company owners to generate additional ROI from their company's social media presence. READ MORE

The traveling public, by and large, turns to the Internet when it comes to booking hotel reservations. Yet, while trying to compete for guests, independent operators often lose much-needed profit to commission fees charged by online travel agencies or by avoiding the online world altogether. Implementing direct website booking capabilities saves small and independent operators time and money, increases revenue, and provides a more secure, PCI-compliant method for accepting guest's credit card information to hold or prepay for a reservation, allowing these establishments to truly compete in the industry and capture guests without compromising their hard-earned revenue. READ MORE

In an industry where customer service is critical to success, pay for performance offers a tangible way to actively engage employees in achieving business goals. However, the success of pay for performance is rooted in communication and having the right tools in place to support the process. With the right approach, organizations can drive a cultural change where employees are rewarded for high levels of performance. This ultimately helps organizations to attract and retain higher quality talent in the long term. READ MORE

In the last five years the tourism business model has changed dramatically, due to the surge of new market players and tools such as online travel operators, and social media. It is vital for tourism and hospitality managers to understand User Generated Content as a new technological phenomenon with enormous implications for the managing and promotion of the tourism businesses. READ MORE

Twenty years have passed since the Americans with Disabilities Act (ADA) became the law of the land. Before then, the federal Fair Housing Amendments Act was passed in 1988. Yet many still question whether their timeshare, condo-hotel, or other similar vacation ownership properties are required to comply with one or both. Owners and operators become aware of a problem only after a guest with a disability complains, a lawsuit is filed, or the U.S. Department of Justice begins an investigation. Recent changes to the ADA regulations promise to reinvigorate the continuing debate on providing compliant lodging facilities. READ MORE

Whether you are responsible for a small independent hotel or a large international chain, social media presents an enormous opportunity for your organization. For many, taking advantage of this opportunity requires a change of thinking and has implications in both management approach and processes. It is essential to engage with a technology partner who offers the analytics and functionality discussed above. If you execute well, in a relatively short period of time and without significant expense, you can increase both guest satisfaction and revenue. READ MORE

A sound communications strategy begins with a keen understanding of the hospitality customer lifecycle. By strategically examining the customer lifecycle from a direct marketer's perspective, it is easy to appreciate the virtually limitless opportunities available to enhance the relevance of your marketing communications. In the first part of this two-part article, I'll look at the critical lifecycle stages that occur before your customer arrives on your property - and some of the best practices applicable to each. READ MORE

Social media as a communication platform has emerged rapidly and established itself as an integral part of marketing strategy. To keep pace with the growing influence of social media, hotels must hire the right talent to manage their presence online. With the Internet as the touch point for nearly every travel deal or reservation, hotels must have a social presence online. With this online presence, it is essential for hotels to communicate consistent brand messaging; a hotel's online voice must mirror its public relations, sales, and operational messages. READ MORE

Are YOU on YouTube? If not, stop what you are doing and sign up immediately. Take advantage of this phenomena and get more bang for your advertising buck because YouTube is free, easy to use and billions of videos are viewed every day on the site. I'll tell you how to make your videos stand out from the rest and reach a wide audience. There is no reason why all hoteliers in 2011 shouldn't use YouTube - it's a great way to put your hotel on the Internet map and bring in more business. READ MORE

The social web changes the way people discover information and communicate. How can you take advantage of this new environment to raise the visibility of a brand or an idea? In this article, we're looking at where people go for knowledge - and how you can involve employees and guests as brand ambassadors to communicate the messages you need to share through stories. This is next-generation public relations: getting personalized, interesting material in front of the right people in a timely fashion. READ MORE